About the Company
Holloway Lodging Corporation, a wholly owned subsidiary of Clarke Inc. (TSX: CKI), is a Canadian hospitality company with a strong and growing portfolio of hotel properties across the country. We proudly own and operate more than 20 hotels throughout Canada and are passionate about delivering exceptional experiences for the guests and communities we serve.
At Holloway, we believe our success is driven by empowered people. We foster a culture where team members at every level feel confident making decisions, taking initiative, and owning challenges as they arise. We value collaboration, accountability, and a hands-on approach to hospitality.
We also recognize the importance of being a positive force in the communities where we operate. Holloway is committed to conducting business in an environmentally and socially responsible manner, creating lasting value for our guests, employees, partners, and local communities.
Position Summary
We are seeking an experienced and service-oriented Front Desk Supervisor to join our team at the Super 8 in Fort St John, British Columbia.
The Front Desk Supervisor supports the day-to-day operation of the Front Desk and helps ensure guests receive professional, efficient, and welcoming service throughout their stay. This is a hands-on position that includes performing regular front desk duties while supervising, supporting, and training Front Desk employees.
Responsibilities
- Supervise, schedule, train, coach, and support Guest Service Agents, providing feedback and reporting performance or conduct concerns to the General Manager.
- Supervise the daily operations of the Front Desk to ensure compliance with hotel procedures, brand standards, and guest service expectations.
- Perform Front Desk duties as required, including processing reservations, checking guests in and out, assigning rooms, answering telephone calls, responding to inquiries, and processing payments.
- Respond to guest requests, concerns, and complaints promptly and professionally, taking appropriate action and referring serious or unresolved matters to the General Manager.
- Remain calm and professional during emergencies, periods of high hotel activity, and unusual situations while providing guidance to Front Desk employees.
- Ensure Front Desk employees are properly trained and able to use the hotel’s Property Management System, reservation systems, payment terminals, telephone system, and other equipment.
- Ensure guest accounts, room charges, payment information, direct billing, and Front Desk reports are completed accurately and in accordance with hotel policies.
- Review Front Desk logs, shift reports, arrivals, departures, cancellations, no-shows, special requests, and room availability.
- Ensure cash, credit card information, room keys, master keys, and confidential guest information are handled securely and in accordance with company procedures.
- Coordinate group, corporate, crew, and extended-stay reservations in accordance with hotel procedures.
- Promote available room types, hotel services, special offers, and Wyndham Rewards programs to support guest satisfaction, repeat business, and hotel revenue.
- Maintain records of regular guests, preferences, and special requirements to support personalized service and customer loyalty.
- Maintain effective communication with Housekeeping and Maintenance regarding room status, early arrivals, late departures, guest requests, room deficiencies, and rooms requiring priority attention.
- Conduct shift briefings and ensure important guest, staffing, safety, and operational information is properly communicated during shift changes.
- Ensure Front Desk employees maintain appropriate attendance, punctuality, appearance, and professional conduct.
- Maintain a clean, organized, secure, and professional Front Desk and lobby area.
- Follow and enforce hotel health, safety, security, emergency-response, and incident-reporting procedures.
- Assist with monitoring Front Desk supplies and maintaining appropriate inventory levels.
- Act as the senior employee or Manager on Duty when assigned by the General Manager.
- Provide Front Desk coverage and assist other hotel departments when reasonably required to support hotel operations and guest service.
- Perform any other job-related duties as assigned.
Skills, Education and Experience
- Previous experience in a hotel Front Desk, Guest Services, or similar customer-service position is required.
- Previous supervisory or team-lead experience is preferred.
- High school diploma or equivalent is required. Post-secondary education in Hospitality Management, Tourism, Business Administration, or a related field is considered an asset.
Pay: $21.50 per hour
Benefits:
- Company events
- On-site parking
Work Location: In person
