Front Desk Supervisor - Hilton Garden Inn

JOB SUMMARY

The Hotel Front Office Supervisor is responsible for overseeing the daily operations of the front desk, ensuring that all guest services are provided with the highest levels of efficiency, professionalism, and hospitality. This role includes managing front office staff, coordinating guest arrivals and departures, handling guest inquiries and complaints, and ensuring the smooth operation of the front office area.

JOB RESPONSIBILITIES

Supervise Front Desk Operations:

· Oversee the front office team, ensuring a smooth operation during all shifts

· (morning, evening, and overnight).

· Supervise and provide guidance to front desk agents and shuttle drivers.

· Ensure all guests are checked in and out efficiently, with minimal wait times and attention to detail.

2. Guest Services Management:

· Provide excellent customer service to guests, addressing inquiries, requests, and complaints promptly and professionally.

· Handle escalated guest issues and resolve problems, ensuring guest satisfaction. r

· Maintain a positive, friendly, and professional attitude when interacting with guests, both in person and over the phone.

3. Administrative Duties:

· Maintain and update guest records using the property management system (PMS).

· Prepare daily reports, guest billing, and financial transactions.

· Monitor room availability, assign rooms to guests, and ensure proper coordination with housekeeping.

4. Staff Training and Development:

· Train and mentor new front office staff members to ensure they are proficient in hotel systems, policies, and guest service standards.

· Conduct performance evaluations and provide feedback to team members to promote professional development.

5. Quality Control and Compliance:

· Ensure the front office area is clean, organized, and maintained to the highest standards.

· Adhere to all hotel policies, procedures, and safety regulations.

· Enforce hotel security protocols, including verifying guest identification and maintaining the safety and confidentiality of guest information.

6. Collaboration with Other Departments:

· Communicate effectively with housekeeping, maintenance, and other departments to ensure guest requests are met and operational efficiency is maintained.

· Work closely with the sales and reservations team to manage the booking and reservations flow.

· Other tasks as required

QUALIFICATIONS

· Education: High school diploma or equivalent required. A degree in hospitality management or a related field is preferred.

· Experience: Minimum of 2 years of experience in a hotel front desk or guest services role, with at least 1 year in a supervisory or leadership position.

· Familiarity with hotel property management systems (PMS) and other hotel related software.

· Skills: Strong leadership, interpersonal, and communication skills.

· Excellent problem-solving and conflict resolution abilities.

· Ability to multitask and work in a fast-paced environment.

· Strong organizational and time management skills.

· Proficient in Microsoft Office Suite and PMS software.

· Languages: Proficiency in English is required. Additional language skills are a plus.

· Availability: Must be available to work weekdays, weekends, holidays, and varying shifts as needed.

Working Conditions:

• The position requires standing for extended periods and may require lifting or moving luggage, supplies, or equipment up to 50 pounds.

• You will be required to work in a busy hotel environment with frequent guest interaction and a high-paced atmosphere.

Bona Hospitality is an equal opportunity employer and is committed to providing equal employment opportunities to all individuals without regard to race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, record of offences, marital status, family status, disability, or any other characteristic protected by applicable legislation.

We celebrate diversity and are dedicated to creating an inclusive work environment where everyone feels valued, respected, and empowered to contribute to our mission.

We encourage qualified individuals from all backgrounds to apply for available positions and join us in our pursuit of excellence.

We will accommodate the needs of applicants under the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act, 2005, and any other applicable legislation throughout all stages of the recruitment and selection process. If you require support/accommodation during the hiring process, please contact our Human Resources Department at HR@bonahospitality.ca.

#BonaHiring

Job Types: Full-time, Permanent

Pay: $24.52 per hour

Benefits:

• Dental care
• Discounted or free food
• Extended health care
• On-site parking
• Vision care

Education:

• Secondary School (preferred)

Experience:

• hotel front desk: 2 years (required)
• Customer service: 2 years (preferred)

Language:

• English (preferred)

Work Location: In person