Front desk supervisor

Montreal Marriott Chateau Champlain; Montreal (administrative region); On-site; CAD 58,500 - 71,500; Full time

Job summary

The Montreal Marriott Chateau Champlain is seeking a full-time Reception Supervisor to oversee daily reception operations. This role includes managing a team of receptionists, ensuring quality service, and handling guest inquiries. With a minimum of three years of supervisory experience required, it’s essential to have exceptional customer service skills and proficiency in hotel management systems.

Located in the heart of Montreal, the position requires bilingualism in French and English, catering to an international clientele.

Qualifications

• A college degree in hospitality is an asset.
• Previous reception experience, with a minimum of 3 years in a supervisory role.
• Excellent communication and customer service skills.

Responsibilities

• Supervise reception activities, including check-in and check-out.
• Provide exceptional customer service by welcoming guests.
• Guide, train, and mentor team members.
• Manage work schedules, leaves, and replacements.
• Coordinate with other departments for efficient communication.
• Handle guest complaints proactively to ensure satisfaction.
• Ensure compliance with check-in and check-out procedures.
• Perform administrative tasks such as compiling reports.
• Maintain a clean, organized, and welcoming reception.

Skills

Customer service

Leadership

Organizational skills

Communication

Education

College degree in hospitality

Tools

Hotel management systems

Job description

Work place: 1050 Rue De La Gauchetière O, Montréal, QC H3B 4C9

Status: Full-time

Salary: 65 000$ per year

Acquired in 2018 by Tidan, the Marriott Château Champlain hotel is located in the heart of Montreal, a 1‑minute walk from the metro and near the Bell Centre. The hotel features 36 floors, 614 rooms, and 13 suites.

Reporting to the Director of Reception, the Reception Supervisor is responsible for overseeing the daily operations of the establishment's reception and for leading the team of receptionists to ensure quality service to clients.

Responsibilities

• Supervise reception activities, including check‑in, check‑out, guest special requests, and reservations.
• Provide exceptional customer service by welcoming guests, addressing inquiries, and professionally resolving issues.
• Guide, train, and mentor team members, ensuring adherence to service standards and establishment policies.
• Manage work schedules, leaves, and replacements to ensure adequate coverage at all times.
• Coordinate with other departments to ensure smooth communication and efficient issue resolution.
• Handle guest complaints proactively and responsively to ensure their satisfaction.
• Ensure compliance with check‑in, check‑out procedures, as well as security and confidentiality policies.
• Perform administrative tasks such as compiling reports, maintaining records, and managing billing.
• Maintain a clean, organized, and welcoming environment at the reception.

Qualifications and Required Skills

• A college degree in hospitality is an asset.
• Previous reception experience, with a minimum of 3 years in a supervisory role.
• Excellent communication and customer service skills.
• Ability to work under pressure and manage delicate situations.
• Strong leadership skills and the ability to motivate and develop a team.
• Solid organizational skills and attention to detail.
• Proficiency in hotel management systems and computer tools.
• Familiarity with standard operational procedures in the hotel industry.

Languages

Bilingualism (French and English) spoken and written is required for this position as we serve an international clientele.