Job Summary: 

• Become a trusted partner and subject matter expert (SME) for the client.
• Manage the security, maintenance, and cleaning teams.
• Attend and participate in regular meetings with the client and stakeholders to report on performance-related KPIs and operational issues.
• Develop, implement, and maintain risk management systems.
• Ensure high levels of cleaning standards are met and exceed contract requirements.
• Manage and coordinate the delivery of all facilities management services.
• Provide strong leadership, coaching, mentoring, and inspiration to teams to deliver service excellence.
• Attend and manage cleaning inspection forums with the client and stakeholder groups.
• Identify opportunities to provide innovation and value-add for the client.
• Oversee all financial and budget services, including ordering supplies, scheduling labor, and implementing cost-saving measures.
• Stay up to date with developments in cleaning equipment and materials that could improve overall standards and service.

Skills on Resume: 

• Client Partnership (Soft Skills)
• Team Management (Soft Skills)
• KPI Reporting (Hard Skills)
• Risk Management (Hard Skills)
• Cleaning Standards (Hard Skills)
• Facilities Coordination (Hard Skills)
• Leadership Coaching (Soft Skills)
• Budget Oversight (Hard Skills)

Job Summary: 

• Maintain cleanliness, hygiene, and safety of guest service areas in line with OH&S regulations.
• Perform opening and closing procedures while completing daily and weekly operational duties.
• Handle guest enquiries and resolve complaints efficiently to ensure positive business outcomes.
• Answer phone calls and respond to general email enquiries.
• Operate, train, and troubleshoot Point of Sale systems to process sales and bookings.
• Maximize revenue by applying suggestive service techniques and meeting daily targets.
• Respond to first aid needs and incidents promptly and professionally.
• Track service delivery progress and provide regular reports to client representatives.
• Conduct staff training sessions and enforce compliance with health and safety requirements.
• Monitor and maintain forecast reports and budget targets.

Skills on Resume: 

• Cleanliness & Safety (Hard Skills)
• Guest Relations (Soft Skills)
• Communication Skills (Soft Skills)
• POS Operation (Hard Skills)
• Revenue Maximization (Hard Skills)
• First Aid Response (Hard Skills)
• Staff Training (Soft Skills)
• Budget Monitoring (Hard Skills)

Job Summary: 

• Actively engage with management and guests in person, over the phone, and via email.
• Assist cashiers with sales issues and corrections.
• Train and update cashiers on products, policies, and procedures.
• Participate in hiring and payroll processing for guest services.
• Balance cashier banks daily, resolve over/short cash issues, and provide necessary backup for transactions.
• Perform vault duties.
• Provide accurate product and service information to guests.
• Handle inquiries and grievances professionally and competently.
• Uphold all product policies and procedures.
• Arrive on time and follow assigned schedules.
• Adhere to grooming and professional appearance guidelines.

Skills on Resume: 

• Guest Engagement (Soft Skills)
• Cashier Support (Hard Skills)
• Staff Training (Soft Skills)
• Hiring & Payroll (Hard Skills)
• Cash Handling (Hard Skills)
• Vault Operations (Hard Skills)
• Product Knowledge (Hard Skills)
• Professionalism (Soft Skills)

Job Summary: 

• Schedule representatives across multiple ticketing locations.
• Work with the Guest Services Manager to train agents on the reservation and scanning platforms.
• Assist guests at ticketing locations with sales transactions and provide information to upsell cruise opportunities.
• Ensure all operating roles are covered by stepping into any position when support is needed, both in the ticket office and at boarding gates.
• Collaborate with IT to update equipment in each booth when technical issues occur and implement necessary solutions.
• Inform guests of safety protocols at the time of ticket purchase and during boarding.
• Serve as supervisor on duty by assisting operations with guest escalations and cancellations.
• Maintain organized booths and ensure all standard operating procedures are followed by the team.
• Work with Human Resources and the Guest Services Manager to support employee relations inquiries.
• Assist the Operations Department with updates to capacity limits, time changes, and cancellations within scheduling systems.
• Coordinate guest services schedules for dining cruises in conjunction with supervisors and management.
• Participate in weekly team meetings with management and the Guest Services team to ensure alignment on schedules and offerings.

Skills on Resume: 

• Scheduling Management (Hard Skills)
• Staff Training (Soft Skills)
• Sales & Upselling (Hard Skills)
• Operational Support (Soft Skills)
• Technical Coordination (Hard Skills)
• Safety Communication (Soft Skills)
• Conflict Resolution (Soft Skills)
• Employee Relations (Soft Skills)

Job Summary: 

• Plan daily short-term front and back-of-house guest service operations.
• Provide proper guest check-in and check-out procedures, analyze reports, and communicate daily arrivals, departures, and room inventory.
• Ensure daily checklist duties and tasks are fully completed with follow-up communications.
• Administer schedule adjustments that result in the satisfaction of all guests, associates, and financial requirements.
• Maintain positive customer and associate relationships.
• Interact with owners, guests, and associates, answer inquiries and questions, and resolve possible satisfaction opportunities, train, develop, and Coach associates to resolve guest opportunities.
• Utilize a hands-on approach with associates on technical and soft skill customer service approaches.
• Deliver Count On Me Service, ensuring guest satisfaction, exceeding expectations, communicating reservation flag information directly, and enhancing guest requests.
• Ensure compliance with Internal Audit, Quality Assurance, and Loss Prevention, and maintain Regional & Departmental Operating procedures to improve guest satisfaction and quality service scores.
• Assist Guest Services Management in coordinating and verifying guest reservation information.

Skills on Resume: 

• Operational Planning (Hard Skills)
• Check-In/Check-Out (Hard Skills)
• Task Management (Hard Skills)
• Scheduling Adjustments (Hard Skills)
• Customer Relations (Soft Skills)
• Staff Coaching (Soft Skills)
• Service Excellence (Soft Skills)
• Compliance Management (Hard Skills)

Job Summary: 

• Organize the work area to deliver warm and attentive service from welcome to farewell across assigned shifts (early, late, night).
• Provide a friendly and distinctive welcome to guests at check-in.
• Supervise and support Guest Service Agents in delivering exceptional customer service across all shifts and promoting loyalty program enrollment.
• Close guest transactions effectively at check-out, solicit feedback, and provide a memorable farewell.
• Assist the Front Office Manager in fostering a safe and supportive working environment that enables team members to thrive and develop their skills.
• Train new Guest Service Agents on processes, products, systems, and service delivery under the guidance of the Front Office Manager.
• Hold pre- and post-shift briefings with the Guest Service team and apply learnings to subsequent shifts.
• Attend mandatory cross-training sessions in food and beverage service to support operations.
• Perform supervisory duties in food and beverage service, including order-taking, delivery of food and beverages, and clearing tables.
• Contribute positively and actively in team meetings and huddles to maintain trust and engagement.
• Assist the Front Office Manager in planning, delivering, and conducting regular skills and systems training for Guest Service Agents and food and beverage staff.
• Volunteer to participate in company-wide campaigns or committees.
• Provide constructive suggestions and feedback to the Front Office Manager on products and processes.

Skills on Resume: 

• Work Area Organization (Hard Skills)
• Guest Welcome (Soft Skills)
• Team Supervision (Soft Skills)
• Guest Transactions (Hard Skills)
• Team Training (Soft Skills)
• Shift Briefings (Soft Skills)
• F&B Support (Hard Skills)
• Collaborative Engagement (Soft Skills)

Job Summary: 

• Provide value-added service to guests by doing whatever is reasonable and possible to meet or exceed guest expectations.
• Input weekly schedules in e-time.
• Assist the Front Office Manager (FOM) with monthly employee incentives by verifying, tracking, and totaling bonuses.
• Assist the FOM with weekly scheduling and employee requests.
• Deliver quality service to guests by responding promptly, efficiently, and courteously to registration, cashiering, reservations, telephone, and information requests.
• Oversee concert band rooms, manage arrivals, and assign concert view rooms.
• Ensure prompt and courteous check-in and check-out of guests.
• Respond to guest requests for information about the hotel and community.
• Assist in the training of Guest Service Representatives.
• Arrange fulfillment of guest requests by coordinating with bell staff, housekeeping, reservations, and room service.
• Train staff using guidelines, checklists, and individual training packets.

Skills on Resume: 

• Guest Service Excellence (Soft Skills)
• Schedule Management (Hard Skills)
• Incentive Tracking (Hard Skills)
• Quality Service Delivery (Soft Skills)
• Room Assignment (Hard Skills)
• Check-In/Check-Out (Hard Skills)
• Staff Training (Soft Skills)
• Interdepartmental Coordination (Soft Skills)

Job Summary: 

• Maintain reservation restrictions and rates.
• Maintain timely and accurate house counts.
• Verify sell-out and near sell-out nights with reservations.
• Communicate with Housekeeping to ensure room availability and track changes in house status while ensuring room assignments provide the best guest experience.
• Ensure smooth transition during shift changes and relay all pertinent information to the relieving supervisor.
• Perform all duties and responsibilities in a timely and efficient manner in accordance with company policies and procedures to achieve overall objectives.
• Follow and enforce hotel grooming and dress standards.
• Minimize safety hazards by adhering to all safety rules and procedures.
• Ensure credit and cash policies are followed by all Guest Service Representatives.
• Keep the immediate supervisor promptly and fully informed of all problems or unusual matters of significance.
• Maintain a favorable working relationship with all company employees to promote a cooperative and harmonious working climate.
• Project a positive and professional image of the organization to the public at all times.

Skills on Resume: 

• Reservation Management (Hard Skills)
• House Count Accuracy (Hard Skills)
• Room Coordination (Hard Skills)
• Shift Handover (Soft Skills)
• Policy Compliance (Hard Skills)
• Safety Awareness (Hard Skills)
• Team Collaboration (Soft Skills)
• Professional Image (Soft Skills)

Job Summary: 

• Manage and ensure quality customer service is provided by Guest Services Representatives to all attorneys, clients, and visitors to the conference center.
• Conduct training and manage Guest Services Representatives’ schedules to ensure sufficient daily coverage at all reception desks.
• Coordinate with Firm departments, attorneys, and staff to proactively schedule visitor offices and meetings in the conference center and workrooms.
• Interface with catering, conference technology, general services, secretarial services, and other departments to guarantee preparedness of the conference center for all meeting needs.
• Implement standardized operating protocols for catering activities, reception desks, greetings, coverage, scheduling, and additional services.
• Oversee scheduled daily meetings to ensure accuracy of information and proper communication to all participating departments, so every meeting runs smoothly.
• Arrange all catering needs by acting as liaison between foodservice staff and the client, ensuring proper meals are reserved, delivered on time, and billed accurately.
• Educate requesters on catering menu options, pricing, and requests for rented linen, floral arrangements, décor, furniture, and entertainment.
• Add guest names to the building security website or coordinate expedited security for smooth arrivals of outside guests.
• Serve as the single point of contact for all calls and act as the information hub of the office, knowing how to transfer requests to the appropriate departments.

Skills on Resume: 

• Customer Service Management (Soft Skills)
• Staff Training (Soft Skills)
• Schedule Coordination (Hard Skills)
• Department Collaboration (Soft Skills)
• Protocol Implementation (Hard Skills)
• Meeting Oversight (Soft Skills)
• Catering Management (Hard Skills)
• Information Hub (Soft Skills)

Job Summary: 

• Address and troubleshoot service challenges as they arise.
• Oversee physical inspections of conference rooms daily to ensure appearance and preparedness.
• Prepare and monitor room reservation reports daily.
• Maintain profiles and lessons learned on all meetings.
• Follow up before meetings to confirm that all details have been communicated and executed correctly.
• Review weekly and monthly meeting and event reports with the Guest Services team, effectively managing meeting details and providing clear direction to operational departments.
• Provide accurate pricing and billing codes for user groups and ensure proper billing of meetings.
• Process invoices with preferred vendors, including food service providers, vending services, outside caterers, florists, and linen companies.
• Prepare catering chargebacks and upload catering charges to the appropriate GL Code, Department Budget, or Client Matter.
• Assist with special projects and requests as directed by the Guest Services Manager.
• Present a professional appearance and attitude through appropriate dress, written communications, voice messages, and demeanor.

Skills on Resume: 

• Problem Solving (Soft Skills)
• Room Inspection (Hard Skills)
• Reservation Reporting (Hard Skills)
• Meeting Documentation (Hard Skills)
• Event Coordination (Soft Skills)
• Billing Management (Hard Skills)
• Vendor Relations (Soft Skills)
• Professional Presentation (Soft Skills)

Job Summary: 

• Lead by example, work the front lines, and engage with customers on the floor and in common areas.
• Cultivate a strong sense of pride and ownership at Guest Services and foster a fun and welcoming team environment.
• Challenge the Guest Services team to elevate the guest experience by engaging with customers both on the floor and at the desk.
• Mentor and motivate the Guest Services team.
• Manage the Guest Services budget, provide input during budget preparations, justify allotted staffing hours, and ensure the budget for staffing hours is maintained.
• Communicate annual performance objectives.
• Meet team members regularly to provide feedback on performance and address performance issues.
• Establish staff appearance guidelines, order uniforms for new and current staff, and ensure compliance with guidelines.
• Implement non-monetary recognition programs for Guest Services staff.
• Schedule, organize, and attend Guest Services meetings.
• Understand and administer all gift card policies and procedures.
• Collaborate with the Accounts Administrator to complete daily reconciliation reports and deposits in line with company policies and procedures.

Skills on Resume: 

• Customer Engagement (Soft Skills)
• Team Leadership (Soft Skills)
• Employee Motivation (Soft Skills)
• Budget Management (Hard Skills)
• Performance Feedback (Soft Skills)
• Appearance Compliance (Hard Skills)
• Staff Recognition (Soft Skills)
• Financial Reconciliation (Hard Skills)

Job Summary: 

• Work with the Accounts Administrator to maintain gift card inventory, coordinate orders, and respond to monthly inventory requests.
• Coordinate orders of packaging and printed materials related to gift card sales.
• Submit monthly sales reports to the Property Manager, General Manager, Marketing Director, and Accounts Administrator.
• Distribute gift card materials to retailers.
• Train and set up new retailers while resolving gift card inquiries or issues.
• Coordinate the corporate gift card rewards program under the direction of the Property Manager, Marketing Director, and Gift Card Team.
• Establish and maintain a strong rapport with retailers.
• Engage with retailers regularly through store visits.
• Provide call service to retailers with gift card issues.
• Answer, redirect, and follow up on inquiries related to operations, marketing, and security.
• Assist the Property Manager and General Manager in developing strategic plans and tactics for improving customer service offerings for shoppers, retailers, and employees.
• Track, analyze, and report on all customer service programs and marketing results, including gift card sales.

Skills on Resume: 

• Inventory Management (Hard Skills)
• Order Coordination (Hard Skills)
• Sales Reporting (Hard Skills)
• Retailer Training (Soft Skills)
• Program Coordination (Hard Skills)
• Retailer Relations (Soft Skills)
• Inquiry Resolution (Soft Skills)
• Data Analysis (Hard Skills)

Job Summary: 

• Use the Guest Services Training Guide to onboard new Guest Services staff, retrain existing staff, and update the guide.
• Provide insight into customer needs, methods for differentiating Tsawwassen Mills from the competition, and tactics for surprising and delighting customers, retailers, and employees.
• Work closely with the Marketing team to maintain a comprehensive understanding of all promotional activities in the centre for communication to all Guest Services staff.
• Communicate necessary information and direction to the Guest Services team regarding event requirements and marketing correspondence.
• Collect and sort information for promotional tracking purposes related to specific events and programs.
• Assist with community initiatives and events.
• Oversee the lost and found program in coordination with the Security team.
• Manage cash transactions and deposits in coordination with the Accounts Administrator.
• Manage petty cash in line with company policies and procedures in coordination with the Accounts Administrator.
• Maintain an inventory control sheet for Guest Services supplies and equipment, and store inventory properly to prevent loss or damage.
• Conduct daily visual audits and site tours, direct action items to the appropriate departments, such as Janitorial, or communicate directly with retailers, such as handwritten signage needs.
• Perform other duties, including covering reception and completing various administrative tasks such as filing, letters, and meeting minutes.

Skills on Resume: 

• Staff Onboarding (Soft Skills)
• Customer Insight (Soft Skills)
• Marketing Collaboration (Soft Skills)
• Event Communication (Soft Skills)
• Promotional Tracking (Hard Skills)
• Community Engagement (Soft Skills)
• Cash Management (Hard Skills)
• Inventory Control (Hard Skills)

Job Summary: 

• Supervise the day-to-day operations of a full-service, free-standing Guest Services Centre.
• Train and supervise staff of six or more Guest Services employees.
• Participate in the hiring of permanent and seasonal Guest Services staff.
• Establish a work schedule for Guest Services employees and complete bi-weekly timesheets.
• Hold regular staff meetings with all Guest Services employees for effective communication and staff development.
• Enhance employee job satisfaction, foster employment stability, and maximize the productivity of Guest Services employees through regular discussions and incentive programs.
• Establish an annual income and expense budget for the Guest Services Centre.
• Maintain expenditures within budget.
• Purchase, upkeep, and inventory supplies and equipment.
• Implement new programs and procedures as directed by the Marketing Director.
• Cultivate relationships with shopping retailers and stay abreast of product offerings and store promotions.
• Respond professionally online to customer service inquiries via email.
• Oversee the KIPSU text concierge program.

Skills on Resume: 

• Operations Supervision (Soft Skills)
• Staff Training (Soft Skills)
• Hiring Support (Hard Skills)
• Scheduling Management (Hard Skills)
• Staff Development (Soft Skills)
• Budget Management (Hard Skills)
• Inventory Management (Hard Skills)
• Retailer Relations (Soft Skills)

Job Summary: 

• Book and prepare documentation for the Community booths.
• Manage the Giftcard program, including shift reports and logs, data entry into Excel, inventory control, supply reordering, corporate gift giving, and increased sales initiatives.
• Prepare and manage various customer tracking initiatives.
• Resolve or forward customer complaints to the appropriate department.
• Assist Security and Maintenance with various situations, such as missing children and retailer requests.
• Assist with on-site promotions and events.
• Prepare a monthly report detailing the activities of the Guest Services Centre.
• Attend staff and managers' meetings.
• Research current trends for retail and service uses and merchandising techniques.
• Coordinate displays by setting up, monitoring, and ensuring contract compliance.
• Prospect and build relationships with local entrepreneurs, leasing representatives, brokers, and potential tenants.
• Develop innovative ways to increase revenue while maintaining a high standard of presentation and service.
• Prepare an annual budget for Specialty Leasing programs and review it with the General Manager.
• Monitor and maintain forecast reports and budget targets.

Skills on Resume: 

• Booth Coordination (Hard Skills)
• Gift Card Management (Hard Skills)
• Customer Tracking (Hard Skills)
• Complaint Resolution (Soft Skills)
• Event Support (Soft Skills)
• Reporting Skills (Hard Skills)
• Display Coordination (Hard Skills)
• Revenue Development (Soft Skills)