Job Description

The Josie Hotel, part of Marriott’s Autograph Collection, offers 106 boutique guest rooms and suites, crackling fire pits, a premier fitness facility, and boutique spa overlooking Red Mountain. The Velvet Restaurant & Lounge, The Josie’s full-service dining establishment represents the first culinary-offering of its kind in the region serving up locally-inspired craft cooking.

We are looking for our next great team member to join us on our Guest Services team. As the Guest Services Supervisor, you will assist in leading the Guest Services team to deliver exceptional guest experiences. This role involves overseeing daily operations, supervising team members, and ensuring guest satisfaction at all touchpoints, including outdoor activities. You will also be responsible for facilitating outdoor hikes and snow activities with guests, promoting the hotel’s outdoor programs, and providing hands-on leadership in both front-of-house and outdoor settings.

Here is what you will be doing each day:

1. Lead and supervise the Guest Services team, ensuring daily responsibilities are completed to the highest standards.
2. Assist in scheduling, training the team members.
3. Act as the main point of contact for the team ensuring seamless guest interactions.
4. Be the first and last point of contact for guests, delivering exceptional customer service and maintaining high satisfaction levels.
5. Coordinate and participate in guest check-ins, check-outs, and luggage handling.
6. Assist in resolving guest issues promptly and professionally, escalating concerns when necessary.
7. Organize and lead outdoor activities such as guided hikes, snowshoeing, and other seasonal programs for guests, ensuring a safe and enjoyable experience.
8. Promote outdoor programs, providing guests with information about the hotel’s offerings and the local area, including Red Mountain and Rossland.
9. Collaborate with the Ski Concierge team and other departments to enhance guest participation in outdoor activities and events.
10. Maintain up-to-date knowledge of all hotel facilities, services, and local activities, including ski hill operations and outdoor recreation.
11. Communicate hotel policies, hours of operation, and local recommendations to guests.
12. Ensure smooth handover between shifts, maintaining a proper shift log for effective communication.
13. Assign daily tasks to the Guest Services team, monitor performance, and encourage improvement.
14. Support and assist with the training of new team members.
15. Handle guest requests for transportation, valet services, and special services like equipment rentals and deliveries.
16. Maintain a clean and organized guest services area, including the lobby and outdoor activity stations.
17. Monitor hotel occupancy and make staffing adjustments as required.
18. Ensure that all safety guidelines are followed during outdoor activities and guest interactions.
19. Respond quickly and effectively to any emergency situations that arise, remaining calm under pressure.
20. Adhere to hotel safety protocols, particularly with regard to outdoor excursions and use of equipment.
21. Perform other job-related tasks as assigned.
22. Provide support for on-site guest programs, including the winter guest entertainment program and lending stations for outdoor gear.

Responsibilities & Qualifications

1. Strong leadership skills with the ability to motivate and guide team members.
2. Excellent communication skills in English, both verbal and written.
3. Ability to handle outdoor physical activities such as hiking and snowshoeing.
4. Strong knowledge of local outdoor attractions, including Red Mountain and surrounding areas.
5. Ability to multitask and manage guest requests in a fast-paced environment.
6. Problem-solving skills with a focus on guest satisfaction.
7. Ability to drive vans and automobiles, with a valid driver’s license and an excellent driving record.
8. Ability to lift and carry luggage and equipment, up to 75 lbs.

Salary/Wage

24

Other Perks/Benefits

1. Highly competitive wages - An hourly range of $24. 2. An exceptional benefit plan for eligible associates & your family members 3. RRSP matching program for eligible associates 4. Flexible scheduling to allow you to focus on what is important to you 5. Discounts with our Crescent managed properties in North America for you & your family members 6. Discounts with Marriott properties for you & your family members.

Recommended Training

SuperHost Foundations of Service QualitySuperHost Service For AllAn Introduction to Equity, Diversity, and Inclusion (EDI)WHIMIS

Job Application Process

Interested applicants should click the attached link to apply directly on our online career portal. Please note, we are not able to provide sponsorship to international applicants, and will only consider those applicants who actively possess the legal right to work in Canada. Thank you for your interest!

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