Front Desk Supervisor
Department: Front Desk
Reports To: Front Office Manager
Position Overview
We are seeking a motivated and service-driven Front Desk Supervisor to support the daily operations of our Front Office. This leadership role assists in overseeing Front Desk, Guest Services, Reservations, and Night Audit functions, ensuring a seamless and exceptional guest experience.
The Front Desk Supervisor works closely with the Front Office Manager to provide hands-on leadership, support team development, resolve guest concerns, and uphold operational standards. This is an ideal opportunity for a hospitality professional looking to grow into a leadership role within a dynamic hotel environment.
Key Responsibilities
Front Office Operations
- Assist in managing day-to-day Front Office operations, including Front Desk, Guest Services, and Reservations
- Monitor check-in and check-out processes to drive efficiency and enhance guest satisfaction
- Review daily arrivals, VIP guests, group bookings, and special requests to ensure all needs are met
- Manage overbooking situations and coordinate guest relocations when necessary
- Track group cut-offs, events, and reservation activity
- Maintain front desk equipment, supplies, and inventory
- Oversee cash handling, billing accuracy, direct billing accounts, and shift reporting
- Prepare reports, logs, and spreadsheets using Microsoft Excel and Teams
Leadership & Team Development
- Supervise, train, coach, and support Front Desk team members
- Assist with scheduling and ensure proper staffing levels
- Foster a positive, professional, and team-oriented environment
- Provide ongoing feedback and support employee development
- Address employee concerns and handle disciplinary matters professionally
- Act in the absence of the Front Office Manager
Guest Service Excellence
- Deliver and maintain the highest level of guest service
- Handle guest inquiries, concerns, and escalations promptly and professionally
- Resolve complaints effectively and implement preventative solutions
- Engage with guests to gather feedback and enhance service standards
- Ensure VIP services and special requests are executed flawlessly
- Promote the hotel’s loyalty/rewards program
- Support upselling initiatives to maximize revenue opportunities
Communication & Coordination
- Work closely with Housekeeping, Maintenance, and other departments
- Maintain clear communication across all teams and leadership
- Serve as a key liaison between departments
- Ensure compliance with brand standards, policies, and procedures
Operational Support
- Perform Front Desk Agent and Night Auditor duties as needed
- Be flexible to work a variety of shifts (mornings, evenings, overnight, weekends, and holidays)
- Provide shift coverage based on operational needs, including sick calls
- Oversee Housekeeping operations in the absence of the Housekeeping Supervisor
Safety & Compliance
- Ensure adherence to all hotel policies, safety standards, and procedures
- Follow emergency protocols when required
- Maintain a clean, organized, and professional Front Office and public areas
Qualifications
- Minimum 2 years of Front Desk experience in the hospitality industry
- Previous supervisory or leadership experience is an asset
- Strong knowledge of Microsoft Office Suite (Excel, Word, Outlook, Teams)
- Excellent communication, leadership, and interpersonal skills
- Strong problem-solving and conflict resolution abilities
- Ability to multitask effectively in a fast-paced environment
- Highly organized with strong attention to detail
- Ability to remain calm and professional under pressure
- Flexible availability, including evenings, weekends, holidays, and overnight shifts
- This position will primarily be Thursday through Monday (evenings and afternoons). However, candidates must be available to adjust their schedule to cover other shifts if needed (nights, days).
Why Join Us?
- Opportunity to grow your leadership career in hospitality
- Work in a collaborative and supportive team environment
- Gain hands-on experience across multiple hotel operations
- Make a direct impact on guest satisfaction and team success
Pay: $22.00-$23.00 per hour
Benefits:
- On-site parking
- Paid time off
- Store discount
Ability to commute/relocate:
- Abbotsford, BC: reliably commute or plan to relocate before starting work (preferred)
Experience:
- Hotel: 2 years (required)
- Supervising: 1 year (required)
Work Location: In person
