City : Banff

Category : Guest Services

Industry : Charitable and Non-profit

Employer : Banff Centre for Arts and Creativity

Guest Services Supervisor - May start date

Banff Centre for Arts and Creativity aims to inspire everyone who attends our campus – artists, leaders, and thinkers – to unleash their creative potential.

Banff Centre for Arts and Creativity acknowledges,  with deep respect and gratitude, our home on the side of Sacred Buffalo Guardian Mountain. In the spirit of respect and truth, we honour and acknowledge the Banff area, known as “Minhrpa” (translated in Stoney Nakoda as “the waterfalls”) and the Treaty 7 territory and oral practices of the Îyârhe Nakoda (Stoney Nakoda) – comprised of the Bearspaw, Chiniki, and Wesley First Nations – as well as the Tsuut’ina First Nation and the Blackfoot Confederacy comprised of the Siksika, Piikani, Kainai. We acknowledge that this territory is home to the Shuswap Nations, Ktunaxa Nations, and Metis Nation of Alberta, Region 3. We acknowledge all Nations who live, work, and play, help us steward this land, and honour and celebrate this place. 

The Opportunity

Banff Centre for Arts and Creativity is looking for a Guest Services Supervisor which is accountable for creating and maintaining a high level of customer satisfaction through supervising the daily operations of the Guest Services team. 

The Supervisor will provide expertise and assistance to all Guest Service, Night Audit, and Bell Desk staff to ensure the successful delivery of customer service. Leadership abilities will be needed to help convey a strong customer service approach that supports the delivery of a high quality services to guests (program participants, conference clients, faculty, audience members, the general public and staff) and positive staff experience.     

Specific Accountabilities

• Ensure the smooth and efficient operation of the Guest Services, Bell Desk, and Night Audit.
• Implement service plans that meet or exceed all customer expectations.
• Work closely with the Office of the Registrar to ensure that all artist and faculty reception and accommodation needs are met.
• Liaise with the Accounting department to ensure proper handling of all guest accounts.
• Coordinate with Housekeeping, Physical Facilities and all other operational departments to ensure all guest requests are met.
• Maintain a staffing structure in Guest Services that ensures that all aspects of the department are fully operational and covered at all times.
• Ensures compliance with the collective agreement and Banff Centre Policies.
• Responsible for recruiting, training, coaching and performance management up to and including termination.
• Responds to all emergencies involving campus guests, utilizing developed emergency procedures.
• Create and implement Standard Operation Procedures.
• Implement and maintain policies and procedures that are in keeping with the requirements of Banff Centre’s health and safety agenda.

Qualification and Educational Requirements

• 3+ years of Hospitality experience and 1+ year hotel Front Desk experience.
• Post-Secondary education is preferred.
• Demonstrated experience in a team environment and advanced communication and coordination/organizational skills are essential.
• Experience in effectively servicing large conference groups.
• Highly detail oriented, exceptional organizational skills and able to effectively handle competing priorities.
• Strong customer first attitude and proactively looks for ways to enhance the level of service provided to Banff Centre guests.
• Ability to respond to questions from guests offering appropriate options or resolutions.
• Takes ownership of duties and shows initiative.
• Strong personal integrity with an innate desire to work in an ethical and confidential manner.
• Excellent decision making and problem-solving skills, works well under pressure
• Proven warm and sincere verbal communication.
• Proficiency with the Microsoft Office suite of products (e.g. Excel, Word, etc).
• Knowledge of lodging system software/applications, VisualOne is an asset

Special Requirements

• Due to the nature of the job, this position requires the candidate to be available to work a flexible schedule and weekends.

Employment Terms & Benefits

• In accordance with the terms of employment governing Management/PSP employees, this is a permanent, full time position, subject to a 6 month probationary period working 40 hours per week.
• The successful candidate will enjoy twenty paid vacation days and four personal days annually, extended medical and dental benefits, and participation in an employer-matched pension plan.
• Benefits of working at Banff Centre are:
  • Staff housing options (based on availability)
  • Professional Development
  • Staff cafeteria and restaurant discounts
  • Onsite fitness facility at a discounted rate – first month free for new staff!
  • Free or reduced admission to Banff Centre performance and events.

Application Process

• We are currently accepting applications for the Guest Services Supervisor position until a suitable candidate is found. 
• Please include a cover letter demonstrating how your experience translates to this position and why you are interested in becoming part of our team.
• Candidates offered a position with Banff Centre, in this capacity, will be required to obtain a criminal record check verifying a clear record before a final job offer can be finalized. 
• Visa requirements: Candidates must be legally eligible to work in Canada. Banff Centre is unable to assist candidates in obtaining Canadian work authorization.

We thank all applicants for their interest, however, only individuals selected for an interview will be contacted.

Thank you for your interest in working at Banff Centre for Arts and Creativity.

All Banff Centre for Arts and Creativity Employees are encouraged to be fully vaccinated against COVID-19.