Position Summary
The Guest Service Supervisor plays a key leadership role in ensuring smooth front-office operations, delivering excellent guest experiences, and supporting the hotel’s sales and revenue goals. This position requires a balance of day-to-day guest service supervision and sales-oriented initiatives such as upselling, group bookings, and promoting hotel services.

Key Responsibilities Guest Services & Operations

• Supervise daily front desk operations, ensuring seamless check-in/out, accurate billing, and professional guest interactions.
• Lead, train, and motivate guest service agents to deliver consistently high standards of hospitality.
• Handle guest concerns, complaints, and special requests with empathy and problem-solving skills.
• Ensure compliance with brand standards, policies, and procedures.
• Monitor lobby and reception areas, ensuring cleanliness, efficiency, and welcoming atmosphere.

Team Leadership & Training

• Schedule, monitor, and evaluate front desk staff performance.
• Provide ongoing coaching, mentoring, and training in guest service, upselling, and complaint handling.
• Support HR processes such as onboarding, performance reviews, and disciplinary actions when necessary.

Sales & Revenue Support

• Actively promote and upsell rooms, packages, and ancillary services (F&B outlets, banquets, spa, etc.).
• Assist the sales team in securing group bookings, corporate accounts, and repeat business.
• Track upselling targets and encourage the front office team to achieve revenue goals.
• Build relationships with guests and corporate clients to encourage loyalty and referrals.
• Support marketing initiatives, promotions, and seasonal campaigns at the front desk level.

Administration & Reporting

• Prepare daily shift reports, occupancy forecasts, and upselling summaries.
• Ensure cash handling and financial transactions are accurate and secure.
• Maintain accurate guest records, preferences, and loyalty memberships in the PMS.
• Collaborate with other departments (Housekeeping, Maintenance, Sales, F&B) to ensure guest satisfaction and operational efficiency.

Job Types: Full-time, Permanent
Pay: $18.00-$22.00 per hour

Benefits:

• Dental care
• Disability insurance
• Discounted or free food
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• RRSP match
• Vision care

Experience:

• Customer service: 3 years (required)
• Direct sales: 3 years (required)
• hotel: 3 years (required)

Work Location: In perso

• Supervise daily front desk operations, ensuring seamless check-in/out, accurate billing, and professional guest interactions.
• Lead, train, and motivate guest service agents to deliver consistently high standards of hospitality.
• Handle guest concerns, complaints, and special requests with empathy and problem-solving skills.
• Ensure compliance with brand standards, policies, and procedures.
• Monitor lobby and reception areas, ensuring cleanliness, efficiency, and welcoming atmosphere