Front Desk Supervisor - Metcalfe Hotel Montreal

Under the supervision of the Director of Rooms Division, the ideal candidate has a natural talent for hospitality and strives to exceed expectations to create memorable guest experiences. Their industry experience has equipped them to provide their team with the guidance and support needed to perform successfully. Organized and highly skilled at prioritizing tasks, the Front Desk Supervisor plays an active role in ensuring smooth daily operations. Warm, professional, and guest-focused, they maintain an open and empathetic approach to customer service while fostering effective communication with both internal and external stakeholders.

RESPONSIBILITIES

• Support the Director of Rooms Division in the management of the department and ensure smooth operations in their absence.
• Implement and enforce front desk policies, procedures, and company standards.
• Ensure guest satisfaction during and after service delivery and handle guest complaints when necessary.
• Welcome guests warmly upon arrival and departure.
• Manage both the administrative and guest service aspects of the check-in and check-out process.
• Answer and direct incoming telephone calls.
• Advise and assist guests with concierge services to enhance their Montréal experience.
• Ensure the cleanliness and presentation of public areas.
• Facilitate effective communication between shifts.
• Identify recurring issues and recommend improvement opportunities.
• Maintain guest confidentiality at all times.

QUALIFICATIONS

• Diploma in Hotel Management or a related field, considered an asset.
• Minimum of two (2) years of experience as a Front Desk Agent in a hotel environment.
• Minimum of two (2) years of experience in a supervisory or similar role.
• Good knowledge of hotel management software (Opera, an asset) and Microsoft Office Suite.
• Positive and inspiring leadership skills.
• Excellent organizational and time management skills, including the ability to establish priorities for themselves and their team members.
• Flexible availability, including days, evenings, and weekends.
• Excellent verbal and written communication skills in both English and French.