Guest Services Supervisor 2026/2027 at Chicopee in Kitchener, ON, CAN

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.