Front Office Supervisor
Position Summary
The Front Office Supervisor is responsible for supporting the daily operation of the Front Office while delivering exceptional guest service and fostering a positive team environment. This hands-on leadership role combines supervisory responsibilities with direct operational coverage of Front Desk shifts as required by business needs. The successful candidate will lead by example, ensuring service excellence, operational efficiency, and adherence to brand standards.
Leadership & Supervision
- Support the Front Office leaders in overseeing daily Front Office and Guest Services operations.
- Provide leadership, coaching, and guidance to Front Desk Agents and Guest Service colleagues.
- Assist with recruitment, onboarding, training, and performance management activities.
- Monitor service standards and ensure compliance with hotel policies and brand expectations.
- Handle guest concerns, service recovery situations, and escalated issues professionally.
- Promote a positive, engaged, and service-focused team culture.
- Perform Front Desk Agent duties and work Front Desk shifts as needed. Hours worked in this capacity will be paid at the applicable Front Desk Agent hourly rate.
- Process guest arrivals and departures efficiently and accurately.
- Manage room assignments, upgrades, billing inquiries, and special requests.
- Maintain Payment handling and audit procedures.
- Ensure all guest information and records are handled accurately and confidentially.
- Support daily operational reporting and shift handovers.
- Deliver exceptional and personalized guest service.
- Anticipate guest needs and identify opportunities to enhance satisfaction.
- Collaborate with other hotel departments to ensure a seamless guest experience.
- Assist with scheduling and daily staffing coordination.
- Monitor lobby presentation and Front Desk appearance standards.
Qualifications
- Minimum 2 years of Front Office, hotel operations, or guest service experience.
- Previous supervisory or leadership experience preferred.
- A valid Ontario Class G Driver’s Licence is required.
- Strong knowledge of hotel Front Office procedures and property management systems.
- Excellent communication, organizational, and problem-solving skills.
- Ability to work effectively in a fast-paced environment.
- Strong attention to detail and commitment to service excellence.
- Flexible availability, including evenings, overnights, weekends, and holidays is required.
Role Expectations
This is a hybrid leadership position. While the primary focus is supervising Front Office operations and supporting team performance, the incumbent will regularly work Front Desk shifts and provide operational coverage as business needs require. The role is ideal for a hands-on leader who enjoys balancing team leadership with direct guest interaction and operational excellence.
Pay: $25.00-$28.00 per hour
Work Location: In person
