Guest Experience Supervisor, Prince of Wales Hotel

Your daily pursuit is guiding and motivating your team to deliver exceptional guest service, ensuring every guest has an unforgettable experience.

The starting salary for this position is $20.00 per hour.

This job is posted as part of our seasonal hiring for Spring/Summer, 2025.

• Join an inclusive, global team and make life-long connections.

• Enjoy free access to Pursuit attractions and 50% off for friends.

• Get discounts on hotel stays, dining, and retail.

• Access subsidized mental health and wellness resources.

• Reports to the Front Office Manager and works in collaboration with the GM team
• Primary responsibility is to oversee the bell team and ensure a smooth operation, constantly seeking new ways to improve and execute on guest service and reach NPS (Net Promotor Score) targets
• Trains staff members in bell operations and provision of service standards
• Provides guests with seamless, proactive and sincere services from arrival to departure while engaging multiple departments committed to creating a memorable experience
• Works with Front Office team to align with our standards and processes
• Ensure that each member of the bell team provides upbeat and professional guest service that goes above and beyond our guests' expectations
• Oversee parking operations in accordance with SOPs
• Coaches and mentors colleagues; empowers colleagues to exceed guest expectations & provides a path for career development within Pursuit
• Ensure Hotel lobby, grounds, and employee appearance meets or exceeds expectations.
• Maintains an on the floor presence and assists with bell, parking & concierge operations as needed
• Collaborates with all departments to solve any guest complaints and implements preventative training
• Act as the supervisor on duty to ensure guest satisfaction and provide coaching on service standards and operations
• Provides innovation on service enhancement, constantly seeking new ways to improve and provides support to execute enhancements

• Acts as an ambassador and spokesperson of the Hotel and Waterton Park to all guests, providing tailored concierge services, following up on guest concerns, and aiding in rooms operations where needed
• Actively participate and promote participation in team and community committees and volunteer opportunities
• Execute all work in a safe, professional manner in compliance with H&S and our Always Honest Policy
• Aids Front Office team with multiple review response platforms;
• Produces a monthly reporting system around guest experience that aims to solve potential issues proactively; while leading strategic implementation of customer satisfaction improvements measured through NPS (Net Promoter Score)
• Performs other duties as requested by the GM team

• Proven leadership skills and a passion for coaching and developing employee skills
• Strong customer focus providing friendly, professional and efficient service
• Effective problem solving and critical thinking skills
• Demonstrate high levels of positive energy and a willingness to take on new challenges
• Ability to thrive and lead in a fast-paced environment
• Attention to detail and good communication and listening skills with local and international guests and staff
• Second language skills highly advantageous
• Solid knowledge of the products and services available in Waterton and its surroundings
• Accuracy and efficiency in handling large amounts of cash ($CAD and $US) and debit/credit transactions under fast-paced and busy conditions
• Passion for employee and guest engagement, satisfaction, and safety
• Excellent organizational and multi-tasking skills
• Proficient in MS Office (Word, PowerPoint and Excel required)
• First Aid Training an asset

• Physical demands including constant use of hands, repetitive actions and speaking, sitting/standing for long periods of time, frequent bending/twisting, working outdoors, and may lift, push, and pull up to 50 lbs.