PACIFIC SANDS JOB PROFILE

Position Title:
Duty Supervisor

Department:
Guest Services

Schedule:
As operations require, including weekends and statutory holidays

Position Summary:

The Duty Supervisor is responsible for ensuring an optimal guest experience by developing, implementing, and maintaining the highest quality standards at the resort. This role involves supervising the Guest Services team, promoting a positive image of the property, and addressing guest inquiries and special requests with a friendly demeanor.

Key Responsibilities:

The key responsibilities of this position include, but not limited to the following:

Guest Experience

• Maintain exceptional customer service standards and develop relationships with guests to enhance their experience.
• Model enthusiasm and performance to set a positive example for the team.
• Answer guest post-stay surveys and reviews in a timely and professional manner, addressing feedback and concerns.

Operations Management

• Establish and enforce policies and procedures to ensure smooth operations.
• Ensure the professional presentation of front and back offices, including guest amenities and gift shop items.
• Coordinate town runs, purchasing, and stocking of provisions.
• Collaborate with other departments to achieve guest satisfaction.
• Participate in the resorts safety guidelines and emergency procedures.
  

Revenue Management

• Optimize resort sales and revenue through daily tasks, including updating information centers with availability and rates.
• Conduct competitor check-ins to stay informed on availability and rates.
• Accurately process payments, reservations, and oversee wholesaler and OTA bookings.

Communication

• Professionally handle phone inquiries and guest emails, escalating issues to management as necessary.
• Provide thorough product knowledge to assist guests with reservations.

Staff Management

• Are expected to adjust schedules to meet the needs of the operations.
• Conduct regular staff meetings, documenting minutes for circulation.
• Train staff on policies and procedures, ensuring all team members are well-informed.
• Assist the Guest Services Manager with timely performance and wage reviews.

Training and Development

• Collaborate with other Duty Supervisors to keep training materials up-to-date.
• Encourage staff to achieve company goals and organize team-building events to enhance morale.

Additional Projects

• Perform other duties assigned by the management.

Qualifications and Technical Experience:

• Strong customer service, communication, and organizational skills.
• Ability to work independently and in a fast-paced environment while maintaining high-quality standards.
• Highly responsible and reliable, with impeccable grooming and presentation skills.
• Proficient in English, both verbal and written.
• Previous experience in guest or customer services is an asset.

Physical Demands:

• Physically fit and able to lift moderately heavy items.
• Capable of performing movements such as bending, stooping, kneeling, and climbing stairs as required.
• Ability to stand and/or walk for extended periods and perform repetitive tasks.

Benefits and Perks!

-Lifestyle Spending Account after completing the probationary period

-Extended Health and Dental

-RRSP after 2 years of continuous employment

-Monthly meal days

-Department team building

-Seasonal team buildings and parties

-Spacious subsidized staff accommodation

-Weekly, monthly, and yearly recognition programs

-Opportunities for growth!

-Working with fun and energetic team!