Reporting to the Guest Services Manager, the Guest Services Supervisor is responsible for leading the on-ground operations of the Bell, Concierge, and Bike & Ski Valet teams. This role ensures seamless arrival, departure, and recreational guest experiences while setting the tone for exceptional service delivery. The Guest Services Supervisor is a hands-on leader who drives operational efficiency at the front desk, coordinates luggage and equipment management, oversees valet and storage processes, and supports concierge services. By coaching the team and maintaining high service standards, the Guest Services Supervisor directly contributes to guest satisfaction, safety, and overall resort experience. If this sounds like the ideal work environment, fill out an application to work, live, and play where you belong.

Compensation Information: $22.50 per hour

Physical Requirement: Heavy; work activities involve handling loads up to 34 kg; predominantly in an indoor setting.

The perks and benefits you’ll get to enjoy:

• Winter/Summer Season Lift, Trail and Golf passes
• Initial entitlement to three weeks of paid vacation
• Benefits plan and additional wellness components, including Health Spending Account and EFAP
• Participation in our RRSP and matching DPSP programs
• Company supported training and professional development opportunities
• Dining discounts within our hotel & Resort-owned outlets
• Retail discounts in our Resort-owned outlets
• Friends and family rates at the Sun Peaks Grand Hotel
• Reciprocal programs with partnering ski areas & hotels
• Eligibility for our ‘Pay for Performance’ incentive bonus program (after qualifying period), awarded to top performers

Skills you bring with you:

• Previous experience within a Front Office team or a similar customer-facing hospitality environment.
• Strong understanding of guest service processes and hotel operations.
• Post-secondary education in Hospitality, Tourism, or a related field is considered an asset.
• Knowledge of the Sun Peaks Resort and Kamloops is an asset.
• Proficiency with computer systems, including Microsoft Office applications.
• Experience working with hotel property management systems; knowledge of Versa is considered an asset.
• Professional, organized, and guest-focused, with a commitment to delivering exceptional guest experiences.
• Strong interpersonal and communication skills, with the ability to anticipate guest needs and resolve concerns effectively.
• Demonstrated ability to lead, support, and motivate team members in a fast-paced environment.
• Valid BC Class 5 Driver’s License or equivalent is required.
• Ability to frequently stand and walk throughout shifts.
• Capable of occasional kneeling, pushing, pulling and ascending stairs.
• Ability to frequently lift up to 75lbs (34kg).

Primary Responsibilities:

Operational Leadership & Service Delivery:

• Provide leadership coverage across all shift types (AM, PM, and Night shifts) as operationally required.
• Champion exceptional guest service throughout arrivals, departures, and all special requests related to the guest stay.
• Oversee Bell Desk and Concierge operations, ensuring all Standard Operating Guidelines (SOGs) are executed consistently and professionally.
• Deliver ongoing coaching and share Guest Service best practices with Bell and Concierge team members.
• Identify operational inefficiencies and proactively recommend process improvements to enhance the guest experience.
• Support continuous improvement initiatives and provide recommendations to the Guest Services Manager.
• Actively support Bell, Concierge, and Front Office team members during high business volumes or operational demands.

Guest Service Operations:

• Responsible for delivering a seamless range of guest-facing services, including but not limited to:
  • Greeting guests warmly upon arrival at the hotel entrance or lobby.
  • Assisting with luggage handling, storage, room deliveries, and bell cart maintenance/sanitization.
  • Supporting seasonal valet services, including ski, bike, and vehicle valet services.
  • Parking, retrieving, and transporting guest vehicles safely and professionally.
  • Operating seasonal shuttle services, including golf cart and golf bag transportation (summer).
  • Supporting Front Office operations during peak periods, including guest check-in and check-out assistance.
  • Assisting with guest requests, reservations, and amenity deliveries.
  • Maintaining guest-facing spaces, including: (1) Lobby and public area cleanliness (2) High-touch surface sanitization (3) Garbage removal and vacuuming (4) Window, floor, and elevator cleaning.
• Maintaining the health club/pool area to brand standards, including towel replenishment and cleanliness monitoring.
• Conducting parking lot sweeps for valid permits and general cleanliness.
• Maintaining the front entrance, including seasonal snow removal, sweeping, and ashtray upkeep.
• Completing additional operational duties as assigned.

Guest Experience & Hospitality Excellence:

• Serve as a visible leader in the lobby, modelling Sun Peaks Grand core values.
• Focus on pre-arrival planning to anticipate guest needs and personalize service.
• Maintain a professional appearance and uphold Front Office service standards, including the 10/7 guest acknowledgment rule:
  • Acknowledge guests visually at 10 feet.
  • Offer a verbal greeting at 7 feet.
• Set the standard for professionalism and service excellence within the Front Office team.
• Answer telephones using approved service standards and direct calls appropriately.
• Act as an ambassador for the Hotel and Sun Peaks Resort by providing recommendations, directions, and local knowledge.
• Build meaningful guest connections throughout the duration of each stay to promote guest loyalty and return visits.

Why join us?

We are Canada’s second-largest ski area and a passionate team committed to providing the finest mountain resort experience to our guests.

Our people are at the heart of what we do, making a difference to our guests and our workplace every single day. That’s why we invest in the employee experience; to ensure everyone can be at their best and live our values.

No matter who you are, or your career journey to date, once you join the team at Sun Peaks, you’ll get to feel part of our special community right away. You and your wellbeing matter to us; you’ll have plenty of opportunities to grow and learn, as well as enjoy everything our beautiful mountain resort has to offer. In return, we expect you to be passionate about working together to create special memories for our guests, while taking care of our precious environment for others to enjoy into the future.

We are an equal opportunity employer, committed to building a diverse and inclusive culture, and encourage applications from all qualified individuals.

We acknowledge that we live, work, and play on the traditional territory of the Secwépemc People.

Apply Now (copy & paste the link into a new browser): https://sunpeaks.clearcompany.com/careers/jobs/f670e1f3-7179-48f2-ec09-f5c4f9dd16de/apply?source=3721192-CS-58771