Guest Services Supervisor
Executive Hotel Whistler Village – Whistler, BC
Full-Time | Union Position | Staff Housing Available
About the Role
Executive Hotel Whistler Village is seeking an experienced, service-focused Guest Services Supervisor to join our Front Office team.
This is a hands-on supervisory role for someone who takes pride in exceptional hospitality, leads by example and enjoys being actively involved in the operation.
The Guest Services Supervisor works alongside the Guest Services team while providing leadership and direction throughout the shift. The position plays an important role in maintaining service standards, supporting team performance, resolving guest concerns and ensuring strong communication between Front Office and other hotel departments.
We are continuing to strengthen our operations, systems and service standards, and we are looking for someone who wants to be part of that progress.
Staff housing is available for this position, making this an excellent opportunity for candidates looking to live and work in Whistler.
What You'll DoLead the Guest Experience
- Create a warm, professional and engaging experience from arrival through departure.
- Lead by example and reinforce consistent service standards throughout the shift.
- Remain visible and engaged at the Front Desk and in guest areas.
- Take ownership of guest concerns and work toward timely, appropriate resolutions.
- Handle escalated guest situations and service recovery within established authorization guidelines.
- Anticipate guest needs and identify opportunities to improve the overall guest experience.
- Ensure guest requests and follow-up items are documented, communicated and completed.
Support & Lead the Team
- Work alongside Guest Services Agents while providing day-to-day direction and support.
- Help organize shift priorities, breaks, Front Desk coverage and operational needs.
- Support the onboarding, training and development of new and existing team members.
- Coach in the moment and reinforce established procedures and service expectations.
- Encourage accountability, teamwork and professional communication.
- Help identify training opportunities and recurring operational challenges.
- Provide clear and effective shift handovers to ensure continuity between teams.
Coordinate the Operation
- Serve as a senior Front Office resource during assigned shifts.
- Maintain awareness of arrivals, departures, room status, VIPs, special requests and operational priorities.
- Coordinate closely with Housekeeping, Maintenance, Night Audit and other departments to resolve guest and operational issues.
- Respond appropriately to time-sensitive situations and follow established escalation procedures when additional support is required.
- Ensure significant guest concerns, incidents and unresolved operational matters are properly documented and communicated to hotel leadership.
- Support hotel safety, security and emergency procedures.
- Contribute to a culture where issues are identified, communicated and followed through to resolution.
Front Office & Financial Controls
- Perform all core Guest Services functions, including check-ins, check-outs, reservations, payments, guest requests and general inquiries.
- Maintain accurate reservations, billing, room assignments and guest profiles.
- Follow established cash-handling, payment-processing and Front Office financial-control procedures.
- Assist with shift reconciliation and investigation of discrepancies.
- Monitor Front Office logs, communications and outstanding action items.
- Assist with room-status discrepancies and coordination between Front Office, Housekeeping and Maintenance.
- Protect guest privacy, hotel assets, keys and confidential information.
- Follow and reinforce hotel policies, procedures and operating standards.
Systems & Continuous Improvement
- Use hotel systems accurately and consistently and help support strong system adoption within the team.
- Support the hotel's transition to and ongoing use of Opera Cloud.
- Identify recurring guest-service or operational issues and communicate opportunities for improvement.
- Support new procedures, technology and service initiatives as they are introduced.
- Help create a Front Office environment focused on consistency, accountability and continuous improvement.
What We're Looking For
- Previous hotel Front Office or Guest Services experience required.
- Previous supervisory, senior Guest Services or shift-lead experience preferred.
- A genuine passion for hospitality and creating positive guest experiences.
- Strong judgment and confidence handling guest concerns and service recovery.
- Ability to remain composed, organized and solutions-focused in a busy hotel environment.
- Strong communication and interpersonal skills.
- A collaborative approach and willingness to work alongside the team.
- Ability to provide direction, feedback and support professionally.
- Strong attention to detail and respect for operational and financial controls.
- Experience using a hotel Property Management System.
- Opera or Opera Cloud experience is an asset.
- Knowledge of Whistler and the local tourism environment is an asset.
- Flexible availability, including mornings, evenings, weekends and holidays.
Why Join Executive Hotel Whistler Village?
Located in the heart of Whistler Village, Executive Hotel Whistler Village offers the opportunity to build your hospitality career in one of Canada's premier mountain destinations.
Our operation is evolving, with continued investment in our people, systems, property and guest experience. This role offers the opportunity to contribute directly to that progress while developing broader Front Office and hotel operational experience.
We are looking for people who take ownership, support their teammates and want to help us continually raise the standard of hospitality we provide.
Staff housing is available, providing an opportunity to live and work in the Whistler community.
Position Details
- Position: Guest Services Supervisor
- Department: Front Office / Guest Services
- Location: Whistler, British Columbia
- Employment: Full-Time
- Classification: Union Position
- Staff Housing: Available
- Schedule: Flexible availability required, including mornings, evenings, weekends and holidays
Pay: $28.05 per hour
Benefits:
- Dental care
- Store discount
Application question(s):
- Do you require a bed in staff housing? (this is a paid bed, ask for details)
Experience:
- Guest services: 1 year (preferred)
Language:
Location:
Work Location: In person
