BHTM Summer 2020 Internship, Keltic Lodge, Ingonish Cape Breton: GUEST SERVICES SUPERVISOR

  • Location: Ingonish Cape Breton
  • Deadline: March 13, 2020 at 11:00 pm

Position Summary: The Guest Services Supervisor’s primary function is to assist the Guest Services Manager with the daily operations of the Front Office. He or she acts as a supervisor to all Guest Services personnel, assist with guest complaints. Represents management in the Front Office in the absence of Guest Services Manager.

Accountabilities: The Front Desk Supervisor is accountable for ensuring that guest interactions with Guest Services personnel are handled properly, and that the experience is a pleasant one for the guest.

Qualification Standards

Education & Experience:

  • At least 1 years of progressive experience in a hotel or a related field required
  • High School diploma or equivalent required
  • College course work in related field helpful
  • Previous supervisory responsibility preferred

Tools & Equipment:

  • Computer, Credit Card Authorization machine, copier, scanner, other office equipment, telephone, two way radio
  • Ability to work in Excel, Word

Physical Requirements:

  • Long hours sometimes required
  • Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects
  • Ability to work under variable temperatures and noise levels
  • Near Vision – The ability to see details at close range
  • Ability to bend, stretch, twist or reach with your body and arms
  • Must be able to stand and/or walk for lengthy periods of time

Mental Requirements:

  • Oral and Written Comprehension and Expression – Must be able to convey & understand information and ideas in English
  • Must be able to evaluate and select among alternative courses of action quickly and accurately
  • Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary
  • Must have the ability to assimilate complex information, data, etc. from multiple sources and consider, adjust, or modify to meet the constraints of the particular need
  • Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests
  • Mathematical Reasoning – Must be able to work with and understand financial information and data, and basic arithmetic functions
  • Multi-lingual skills helpful

Duties & Functions


  • Approach all encounters with guests and employees in a friendly, service oriented manner
  • Maintain high standards of personal appearance and grooming, which include wearing the proper business attire and nametag when working
  • Interact with hotel guests
  • Observe and evaluate workers’ appearance and performance to ensure quality service and compliance with specifications.
  • Assist in training of all positions within department
  • Keep immediate supervisors fully informed of all challenges or matters requiring his/her attention
  • Inform workers about interests and special needs of specific groups
  • Apply customer/guest feedback to service improvement efforts
  • Resolve customer complaints regarding worker performance and services rendered
  • Provide guests with information on events and activities
  • Complete check-ins and check-outs
  • Maintain log of rooms in out of order status
  • Responsible for a bank
  • Be up to date on all guest services, promotions, and events in the Resort
  • Handle guest complaints, react quickly, logging and notify proper areas to service the guests
  • Work closely with housekeeping with daily room status
  • Have complete knowledge of Hotel System and oversee staff
  • Oversee Bell staff in the absence of a Supervisor
  • Confirm all daily duties are completed by Guest Service Agents, Operators, and Bell staff
  • Check and respond to electronic communications in a timely fashion 

Keltic Lodge at the Highlands functions 7 days a week, 24 hours a day from mid May to mid October. 

To Apply please send resume and cover letter to