Front Desk Supervisor

The Element by Westin Calgary Downtown; Calgary; On-site; CAD 40,000 - 60,000; Full time

Benefits offered by this job

Competitive wages

Benefits package

Training & development

Job summary

The Element by Westin Calgary Downtown is seeking a Front Desk Supervisor to lead the Front Office team and ensure exceptional guest experiences. This hands-on role requires shift leadership in the absence of a manager, professional conduct, and consistent adherence to brand standards.

You'll coach and develop associates, oversee check-ins/outs, respond to guest inquiries, and maintain operations with a focus on hospitality excellence in our energy-filled Calgary hotel.

Qualifications

• Experience leading a Front Desk or guest services team in a full-service hotel.
• Strong communication and interpersonal skills.
• Ability to coach and develop associates.
• Proficient with hotel systems; Opera experience is an asset.
• Flexible with shifts and priorities.

Responsibilities

• Provide high-quality guest service and maintain a welcoming environment.
• Supervise Front Desk Associates in daily operations.
• Check guests in and out efficiently, accurately, and courteously.
• Answer calls and inquiries with proper etiquette and respond to requests.
• Handle guest messages, wake-up calls, safe deposits, and reservations.
• Block rooms and communicate guest preferences to relevant departments.

Skills

Leadership

Guest service

Communication

Staff coaching

Operational coordination

Tools

Opera

Job description

At the Element by Westin Calgary Downtown, we believe our employees are the heart and soul of our guest experience. We are committed to fostering a culture of inclusivity, innovation, and personal growth. By joining our team, you’ll be part of a dynamic environment that values sustainability, wellness, diversity, and a passion for excellence.

Element by Westin Calgary Downtown is an all-suite hotel located in Calgary’s vibrant west-end focused on the wellness of our guests and associates alike, with features like an extensive fitness center, healthy breakfast options and our explore-ready Bikes to Borrow program. Our pet-friendly hotel offers suites with fully equipped kitchens, ideal for longer stay guests. In our lobby, you’ll find Wander Café, a relaxed and airy local hangout, while the 12th floor offers Bow & Bend, our signature restaurant and lounge featuring a scenic rooftop patio.

Are you ready to join a fresh, fun team determined to provide meaningful, personalized experiences?

ABOUT OUR OPPORTUNITY

We are seeking a passionate and service-driven Front Desk Supervisor to support the daily operation of our Front Office team. This hands‑on leadership role is responsible for providing shift leadership in the absence of a manager and ensuring exceptional guest experiences, championing brand standards, and supporting the onboarding and development of new associates.

The Front Desk Supervisor is expected to lead by example, maintain a high level of professionalism, anticipate guest needs, and ensure that hotel standards, safety procedures, and operational policies are consistently followed.

What You Do

• Provide the highest quality of service to guests at all times and promote a welcoming, professional front desk environment.
• Supervise and support Front Desk Associates in the daily operation of the Front Desk.
• Check guests in and out efficiently, accurately, and courteously during peak periods or as operational needs require.
• Answer the telephone and switchboard using proper telephone etiquette, take messages, and respond to guest inquiries.
• Handle guest mail, messages, wake‑up calls, safe deposits, and other guest requests in accordance with established procedures.
• Take and process reservation requests accurately and efficiently.
• Block rooms and coordinate special requests, ensuring guest preferences and requirements are communicated to the appropriate departments.
• Maintain thorough knowledge of hotel staff, room locations, room types, rates, amenities, services, selling strategies, and hotel policies.
• Monitor room availability and assist the General Manager and/or Assistant General Manager with yield management, restrictions, and inventory controls.
• Ensure proper and timely delivery of guest special requests.
• Maintain an employee culture of attentiveness and anticipation of guest needs.
• Meet with guests regularly to solicit feedback and determine satisfaction with hotel services and facilities.
• Respond appropriately to guest concerns and complaints and elevate issues to management when necessary.
• Ensure guest lost‑and‑found inquiries are properly communicated to management or the appropriate department.
• Maintain the cleanliness and professional appearance of the Front Desk, lobby, and back-office areas.
• Ensure proper uniform, nametag, and standards of appearance are maintained.
• Provide daily direction, coaching, and support to Front Desk Associates.
• Assist employees with hotel systems and training programs.
• Monitor employee performance and provide feedback, coaching, and training as appropriate.
• Ensure effective communication between shifts through pass‑on logs, communication logs, department meetings, and hotel meetings.
• Be available to Front Desk Associates for operational questions and provide guidance as needed.
• Maintain a professional, positive, and service‑oriented work environment.
• Assist with training employees on emergency, security, guest‑service, and hotel operating procedures
• Maintain proficiency in all hotel systems and understand how systems interact with one another.
• Retrieve and review operational reports accurately and in a timely manner
• Ensure Front Desk Associates are properly trained in applicable hotel systems and procedures.
• Ensure all required logs, reports, and operational records are completed accurately and on time.
• Reconcile the daily cash log, Front Desk transactions, and Night Audit reports.
• Ensure all credit cards, cash, change funds, and other forms of payment are properly balanced throughout each shift.
• Open and close Front Desk shifts and complete cash drops in accordance with established procedures.
• Prepare daily bank deposits and compare deposit

ABOUT YOU

• An experienced Front Desk professional with previous leadership or senior Front Desk experience in a full-service hotel.
• Passionate about delivering exceptional hospitality and creating memorable guest experiences.
• A natural leader who enjoys coaching, mentoring, and supporting the growth of others.
• Confident making decisions and leading a shift in the absence of a manager or supervisor.
• A strong advocate for brand standards, service excellence, and operational consistency.
• An outstanding communicator with exceptional interpersonal and conflict‑resolution skills.
• Highly organized with excellent attention to detail and the ability to prioritize competing demands.
• Comfortable working in a fast‑paced environment while maintaining professionalism and composure.
• Proficient with hotel property management systems (Opera experience is considered an asset) and Microsoft Office applications.
• Flexible and available to work a variety of shifts, including mornings, evenings, weekends, and holidays.
• Physically able to stand and walk for extended periods and occasionally lift or move items up to 20 pounds.

Benefits of Working for Concord Hospitality

Concord associates earn competitive wages and are eligible to enroll in our comprehensive benefits package. We offer training and development as well as career advancement opportunities. We thrive on reward and recognition and will provide you and your team ample opportunities to shine within the company as well as within the brand.

Working for Concord Hospitality

Concord Hospitality invests in our associates by providing training and development at all levels. Our "Associate First" culture supports and inspires personal development both within the workplace and beyond. Concord’s associates are what our company is built upon, and we strive to recognize them for their hard work, dedication, and commitment to excellence. We value work‑like harmony, diversity, and our commitment to provide the best customer service and quality accommodations possible, in every market we exist.

Our cornerstones: Quality, Integrity, Community, Profitability and FUN!

If you are a proven top performer, looking for a culture‑rich and award‑winning company, and you are ready to represent an amazing brand in a great and thriving location…we may be the perfect fit!