Front Office Supervisor

Embassy Suites by Hilton; Pointe-Claire; On-site; CAD 40,000 - 55,000; Full time

Job summary

Embassy Suites by Hilton Montreal Airport in Pointe-Claire, QC, is seeking a full-time Front Office Supervisor to support the Front Office Manager and oversee guest registrations, bell services, and reservations to maximize guest satisfaction and hotel profitability.

The ideal candidate will have 1+ year front office/guest relations experience, some supervisory training, and fluency in English and French. The role requires evening shifts Wednesday to Sunday across 3:00 p.m. to 11:30 p.m.

Qualifications

• High School diploma or equivalent; some college preferred.
• Must speak fluent English; French and other languages desirable.
• Experience in front office/guest relations with supervisory exposure.

Responsibilities

• Supervise the front desk function and ensure staff are trained on service expectations and systems.
• Schedule staff according to labor standards and forecast occupancy; monitor labor costs.
• Monitor performance and escalate issues to management; implement corrective actions as needed.
• Upsell rooms to maximize revenue and ensure accurate cash/credit processing.
• Process all transactions per procedures including deposits and cash handling; maintain security of monies.

Skills

Staff supervision

Front desk operations

Guest relations

Bilingual English/French

Cash handling

Reservations systems

Customer service

Education

High School diploma

Some college preferred

Tools

Property management systems

Reservation systems

Job description

Embassy Suites by Hilton Montreal Airport, Pointe-Claire, QC, CA

Looking for a career change? Join one of Canada’s most successful and multicultural hospitality companies that strives to take your talent to the next level. With 20 hotels owned and managed by Easton’s Group of Hotels and a further five in development, your passion, collaboration, and voice will be an excellent addition to our growing organization. As a company, we strive to provide exceptional benefits, perks, and growth opportunities to all our employees.If you have a passion for exceptional service delivery, are results-driven, and appreciate recognition, Easton’s is your career partner of choice

At Easton’s, we are committed to fostering an inclusive workplace where every individual feels valued, respected, and empowered to contribute. We believe that inclusion strengthens our teams, drives innovation, and enables us to achieve our vision while creating opportunities for everyone to thrive.

The Embassy Suites by Hilton Montreal Airport is a 162 All Suites, full-service hotel, owned and operated by Easton’s Groups of Hotels. A Montreal Airport Hotel with a Full-service Restaurant and Bar “Rendez-Vous de L’ouest” and two meeting rooms, within walking distance from Fairview Shopping Mall and many restaurants in the area. Ideal for long-term stays and large groups, as well as very corporate-oriented.

The Embassy Suites by Hilton Montreal Airport is looking for an energetic, hardworking, and results-driven full-time Front Office Supervisor.

BENEFITS:

• Health, Vision, and Dental Coverage
• Wellness Days
• Employee Social Events
• On-site Parking

JOB OVERVIEW

Assists the Front Office Manager in managing front desk service operations to include guest registration, bell services, telephone services, night audit and guest reservations to ensure guest satisfaction and maximize hotel profitability.

DUTIES AND RESPONSIBILITIES

• Assist in supervising the front desk function; ensure staff is properly trained including service expectations, hotel facilities and services, local directions, property management and reservations systems, safety and emergency procedures, etc.
• Assists in scheduling staff according to labor standards and forecasts occupancy; assigns daily work tasks to employees; and monitors labor costs to stay within departmental budget.
• Monitor performance and recommend corrective or disciplinary action. Alert management of potentially serious issues.
• Up-sell rooms where possible to maximize hotel revenue.
• Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier or other reports, preparing deposit, and counting/securing assigned bank.
• Ensures adherence to procedures for hotel accounting, credit control, handling of financial transactions, securities of monies, guest security and emergency procedures as established.
• Routinely check in/check-out guests, answer phones, take reservations and assist staff with job functions.
• Promote hotel services, facilities and outlets; provide guests with information such as local attractions and directions to increase guest satisfaction.
• Complete opening and closing shift duties and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Respond appropriately to guest complaints/requests. Make appropriate service recovery gestures in accordance with established guidelines.
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Perform other duties as assigned which may include guest room tours, concierge services, special guest requests, etc.)

QUALIFICATIONS AND REQUIREMENTS

High School diploma or equivalent, plus one-year front office/guest relations experience including some supervisory training/experience. Some college preferred. Must speak fluent English. Other languages preferred.

This job requires ability to perform the following:

• Frequently standing up behind the desk and front office areas
• Carrying or lifting items weighing up to 50 pounds
• Handling objects, products and computer equipment
• Use a keyboard to operate various property management and reservations systems, etc.
• Must be fluent in both French and English. Knowledge of English is required to communicate effectively with English-speaking and international guests and to provide appropriate customer service as part of the hotel’s daily operations

Other:

• Communication skills are utilized a significant amount of time when interacting with guests and employees.
• Reading and writing abilities are utilized often.
• Basic math skills are used frequently.
• Problem solving, reasoning, motivating and training abilities are often used.
• Must be available to work Wednesday through Sunday from 3:00 p.m. to 11:30 p.m., including holidays.