Guest Services Supervisor (Manager on Duty) – Bell, Valet and Concierge

Magnolia Hotel & Spa | Victoria, BC

$29.00/hour | Full-time salary, 40 hours/week | Reports to the Director of Rooms

About the Role

This is a hands-on supervisor role where you lead from the floor. You’ll do Bell, Valet and Concierge service and also lead the Bell and Valet team day to day. On some shifts, you’ll also be the Supervisor on Duty for the Front Desk, responsible for overall guest satisfaction and supporting agents with service recovery. Most of your shift is spent with guests at the entrance, in the lobby and around the property, while you train, coach and set the standard for the team.

Schedule

This role has a consistent weekly schedule, likely Wednesday to Sunday, with a mix of morning, mid-day and evening shifts. You’ll need to be flexible for weekends, evenings and statutory holidays. Schedules may change with business levels and the season.

What You’ll Do

Guest Experience

- Give warm, polished, anticipatory service at arrival, during the stay and at departure
- Welcome guests, help with luggage, escort them to rooms and introduce the hotel’s features and amenities
- Uphold luxury service standards, including Forbes Travel Guide, MICHELIN Guide, AAA/CAA and Magnolia’s own standards
- Resolve guest concerns and pass guest preferences to other departments to personalize stays
- Give personalized Victoria recommendations, directions, dining suggestions and transportation arrangements
- Act as Supervisor on Duty for the Front Desk on some shifts, taking responsibility for overall guest satisfaction during those shifts
- Support Front Desk Agents with service recovery and guest concerns

Bell & Valet Operations

- Safely park,



retrieve and return guest vehicles, and keep accurate key, vehicle and parking records
- Handle, store and track luggage, packages and deliveries for individual guests and groups
- Keep the entrance, valet zone, lobby and Bell areas safe, organized and guest-ready
- Oversee the complimentary guest bike program, including inspections, upkeep and repair scheduling
- Manage minibar and complimentary amenity inventory, par levels and ordering

Leadership & Training

- Onboard, train and coach Bell and Valet team members, and give timely, constructive feedback
- Reinforce service standards, procedures and safety expectations by example
- Support the team during busy periods and keep things consistent between shifts
- Keep Front Office management and other departments informed about service, training and operational needs
- Help write SOPs and roll out new programs, technology and services, including future valet and transportation offerings

Safety

- Respond to emergencies and operate the hotel fire panel according to your training and hotel procedures
- Report incidents, hazards and vehicle damage promptly

What You Bring

- Experience in luxury hospitality, guest services, Bell, Valet, Concierge or Front Office
- Supervisory, team-lead or training experience (an asset)




- Strong communication skills and confidence giving respectful feedback
- Good judgment, composure under pressure and robust problem-solving skills
- Organized and detail-oriented, and able to prioritize in a fast-paced environment
- Basic computer skills and a willingness to learn hotel systems
- Knowledge of Victoria and the surrounding area, or eagerness to learn it

Driving Requirements

- Valid driver’s licence that lets you legally drive guest vehicles in BC
- A clean driving record that meets the hotel’s insurance requirements
- Comfortable driving a variety of vehicles (manual transmission is an asset)

Physical Requirements

- Regularly lift and carry up to about 50 lbs
- Stand and walk for long periods, and get in and out of vehicles often
- Work indoors and outdoors in all weather

Accommodation is available where required by law.

What We Offer

- $29.00/hour, salary employee.
- Extended health, dental and life insurance (subject to plan eligibility)
- Discounted stays at Magnolia Hotel & Spa and Atlific Hotels properties across Canada
- Employee food and beverage discounts
- Company events, recognition programs and incentives
- Training, development and career growth across Magnolia and Atlific Hotels

Join us in making every arrival and departure reflect the thoughtful, personalized hospitality Magnolia is known for. Pay: From $29.00 per hour

Expected hours: 40.0 per week

Benefits

- Company events
- Dental care
- Extended health care
- Life insurance
- Paid time off
- Vision care

Licence/Certification:
- Class 5 driver’s licence (manual transmission is an asset) (required)

Location:
- Victoria, BC V8W 1B8 (required)

Work Location: In person

📌 Guest Services Supervisor (Manager on Duty) – Bell, Valet and Concierge (Victoria)
🏢 Magnolia Hotel u0026
📍 Victoria