Position Title: Supervisor, Guest Services
Department: Guest Services
Reports to: Manager, Guest Services or designate
Our Mission: Offer unique and memorable experiences through fun-filled programs, activities, and events!
Job Summary: The Supervisor, Guest Experience plays a key leadership role in ensuring the highest standards of guest satisfaction. This individual will assist in recruiting, training, and leading seasonal Guest Services team members to deliver exceptional service. As a frontline leader, the Supervisor is responsible for the overall day-to-day operations, team performance, and fostering a safe, positive, and engaging environment for both staff and guests.
Roles and Responsibilities:
Leadership & Supervision
Recruit, train, supervise, and support seasonal Guest Services staff.
Provide ongoing coaching and performance evaluations, including corrective actions when needed.
Motivate team members through consistent communication, mentorship, and recognition.
Manage staff schedules, timekeeping, and payroll using Dayforce and Northsoft platforms.
Ensure appropriate staffing levels to meet operational demands.
Lead by example in professionalism, customer service, and adherence to company policies.
Guest Experience
Ensure the highest level of guest satisfaction and handle guest concerns or escalations professionally.
Provide direct guest service support including reception, phone and email communication, and front-line service.
Maintain a clean, organized, and welcoming Guest Services area.
Monitor and ensure guest safety at all times.
Operations & Administration
Open and close Guest Services for daily operations and events.
Complete daily logs, operating reports, inspection checklists, and balance sheets accurately.
Manage cash handling procedures including floats, balancing receipts, and processing deposits
Assist in developing and implementing policies, procedures, and service standards.
Maintain accurate records of guest services operations and inventory.
Support equipment and supply inventory tracking and replenishment.
Demonstrate care and accountability for company property and vehicles.
Health & Safety
Comply with all workplace safety protocols and support a culture of safety.
Maintain all required certifications and participate in pre-season and ongoing training.
Be prepared to support lift evacuation procedures.
Other Duties
Assist other departments as required based on operational needs.
Key Qualifications
Proven leadership experience in a guest services, hospitality, or recreation environment.
Strong communication and interpersonal skills.
Self-motivated, responsible, and able to work independently and as part of a team.
Excellent problem-solving and decision-making abilities.
Proficient with Microsoft Office and other standard software; experience with Dayforce and Northsoft is an asset.
Strong organizational skills and ability to multi-task in a fast-paced setting.
Ability to work in varying weather conditions and perform physical duties (e.g., lift up to 45 lbs).
Previous cash handling and customer service experience required; retail experience is an asset.
Knowledge of risk management and safety procedures.
Additional Requirements
Passion for the recreation and hospitality industry.
Strong people skills with a friendly, approachable, and empathetic demeanor.
Willingness to work a flexible schedule including evenings, weekends, and holidays.
Must provide and wear appropriate uniform in accordance with company policy.
Commitment to continuous learning and professional development.
You have, or can use our Human Resource platform to obtain, the following certificates: WHMIS; Ladder Safety; Ontario Health & Safety Awareness (OHSA); Workplace Violence & Harassment (Bill 168 & 132); Accessibility for Ontarians with Disabilities Act (AODA); IASR: Information and Communications Standards and Employment Standards; Understanding Human Rights; Safe Lifting; Gender and Sexual Diversity; Diversity, Equity, Inclusion, and Belonging (DEIB); Safe Food Handling (for Food and Beverage Employees) Training
You are 18+ years of age.
