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Job Opportunity - Guest Services Supervisor - Housekeeping

by Staff Writer / Vancouver Canucks
Position:Guest Services Supervisor (Housekeeping)

Department:Event Services
Reports to: Manager, Housekeeping

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. People Supervision and Development

  • Responsible for the supervision, coaching and performance management of unionized event staff
  • Communicating information from management to the front line employees and communicating with employees to identify employee and operational issues for management
  • Assisting with interviewing & selection for new hires
  • Assisting with delivery of job specific training & orientation
  • Giving guidance to staff on policies and procedures
  • Ensuring staff are knowledgeable about safety and emergency procedures
  • Providing recognition and documenting employee performance successes
  • Correcting policy infractions (e.g., uniform, appearance)
  • Documenting and delivering employee performance reviews
  • Investigating and documenting performance incidents that may lead to disciplinary action
  • Delivering effective briefings
  • Scheduling employee breaks and confirming employees’ completed work hours

2. Guest Services, Event and Crowd Management

  • Serving the needs of the guests and making necessary operational decisions to ensure guests receive direct, personable service and immediate results
  • Appropriately deploying staff to meet the unique needs of each event and deployment commitments
  • Communicating appropriate event incidents to Duty Managers and ensuring appropriate documentation is completed
  • Responding to housekeeping needs and guest concerns and ensuring appropriate action is taken by the staff
  • Recommending improvements and new suggestions for current operations
  • Communicating with other operations groups (e.g., Aramark, Canucks Team Store, TicketMaster, Impark) to ensure event and guest needs are met
  • Knowing safety and emergency procedures

3. Guest Services Team Support

  • Providing peer support on a proactive basis to all members of the Guest Services Supervisor Team
  • Participating in Guest Services Supervisor Team meetings to identify ideas, processes, systems, skill upgrading and information that would assist the Guest Services Supervisor Team in continually improving its and the Company’s efforts to achieve 100% employee satisfaction and 100% customer satisfaction
  • Having fun and celebrating in our Achievements!
REQUIRED EXPERIENCE AND QUALIFICATIONS:
  • Several years’ supervisory experience in the hospitality/service industry, including experience in hiring, motivating, coaching, directing a group of unionized employees
  • Experience in the housekeeping industry
  • General knowledge of cleaning chemicals and practices
  • Knowledge of emergency cleaning procedures
  • Demonstrated commitment to customer satisfaction. Able to respond promptly and effectively to customer’s needs
  • Excellent interpersonal skills with the ability to interact positively and professionally with a diverse customer base (e.g. public, senior management, staff, business partners, promoters, team personnel, etc.)
  • Strong communication skills, with the confidence and ability to address a group of staff at briefings. Able to present information and instructions in a clear manner
  • Excellent problem solving and crisis management skills
  • Physically able to walk up and down stairs, stand for a significant portion of the shift, work in a crowded and noisy environment, and use a radio
  • Confident, friendly, approachable, outgoing, team player; able to gain the confidence and trust of management, colleagues, direct reports
  • Must be 19 years of age or older (may have to take liquor away from guests)

ADDITIONAL ASSETS FOR SELECTION:
  • Successful completion of customer service training (e.g. SuperHost)
  • First Aid Certificate
  • WHMIS Training
  • Housekeeping/Cleaning certifications
  • Training/experience dealing with persons with disabilities
  • Fluent in a second or third language in addition to English

KEY ATTRIBUTES:
  • Cheerful, embraces fun and celebration in the workplace
  • High degree of personal integrity and honesty
  • Works cooperatively, strives to meet team goals
  • Excellence through innovation, commitment and continual improvement
  • A passion for success
  • Works with enthusiasm, dedication, respect and pride
  • Strong customer/fan focus
  • Receptive to new ideas and approaches, adapts well to change

Interested, qualified candidates are invited to submit their resume and cover letter, specifying position applied for, no later than June 30, 2010. It is preferable that you apply online by accessing our website at www.canucks.com; alternatively you may fax your application to (604) 899-7451.

We thank all applicants for their interest; however, only those shortlisted for interviews will be contacted.

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