Guest Services Supervisor

Black Rock Oceanfront Resort is seeking a dedicated Guest Services Supervisor to lead our front desk team and deliver exceptional hospitality to every guest. This role requires someone with a commitment to excellence and accountability, proven leadership skills, and a talent for creating memorable guest experiences.

About Us

Located in Ucluelet on the edge of Pacific Rim National Park, Black Rock Oceanfront Resort combines rugged coastal beauty with modern comfort. Our resort offers guests a luxury West Coast experience through our oceanfront accommodations, spa, and restaurants, Big Beach Lounge and Currents. We reside within the Yuulu?ilath - Ucluelet First Nation traditional territory, of whose ancestral lands we work and play.

About the Role

As the Guest Services Supervisor, you’ll oversee the daily operations of the front desk, ensuring a seamless and welcoming experience for all guests. Your ability to remain composed under pressure and mentor junior team members will play a key role in maintaining our high service standards.

Key Responsibilities

• Team Leadership: Train, schedule, mentor, and supervise Guest Service Agents and Night Auditors.
• Guest Interaction: Warmly welcome guests, provide personalized assistance, and resolve concerns diplomatically.
• Operations: Use property management software to manage check-ins/outs, update hotel information, and generate reports.
• Guest Service: Go above and beyond to exceed guest expectations and handle unique requests with creativity and professionalism.
• Communication: Collaborate with other departments to ensure smooth operations and efficient service delivery.
• Problem Solving: Handle complaints calmly and effectively, ensuring guest satisfaction.
• Standards & Procedures: Develop and maintain Standard Operating Procedures and conduct daily team briefings.

Our Ideal Candidate

• Has a true passion for guest service and takes pride in delivering exceptional experiences.
• Is mature, responsible, and capable of working unsupervised, making sound business decisions independently.
• Is skilled in training and mentoring junior team members.
• Knows Ucluelet and the surrounding area to offer knowledgeable recommendations.
• Is seeking a stable, long-term position in hospitality.

Qualifications

• Minimum 2 years of hospitality experience in Guest Services or Front Desk roles.
• Leadership experience in a hospitality setting.
• Education in tourism or hospitality is an asset.

Skills

• Exceptional customer service and leadership skills.
• Strong communication abilities, both verbal and written.
• Flexibility, patience, and a knack for multi-tasking.
• Professionalism and calmness under pressure.

What We Offer

• Competitive wage based on experience.
• Comprehensive Medical, Dental, and Life Insurance benefits.
• Associate rates for hotel stays.
• Opportunities to volunteer and give back to the community.
• Team enrichment events to foster connection and growth.
• Financial support for relevant education and training.
• Low-cost on-site housing, subject to availability.
• An inclusive and welcoming work environment.

If you’re ready to lead a team and make every guest’s stay memorable, we’d love to hear from you!