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.
- Robust 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.

📌 Guest Services Supervisor 2026/2027 (Kitchener)
🏢 Chicopee
📍 Kitchener