Guest Service Supervisor

Silver Hotel Group; Whitby; On-site; CAD 30,000 - 60,000; Full time

Job summary

A family-owned hotel management company is seeking a Guest Services Supervisor to support daily front office operations and ensure a positive guest experience. Responsibilities include supervising guest check-ins, training team members, and resolving guest issues. Ideal candidates should have previous supervisory experience in customer service, strong communication skills, and the ability to work flexible hours in a fast-paced environment.

Benefits

Education reimbursement

RRSP matching program

Annual wellness credit

Team member referral program

Leadership development opportunities

Team building events

Hotel stay discounts

Qualifications

• Previous supervisory experience in customer service or hospitality preferred.
• Ability to work effectively in a high-pressure environment.
• Flexible availability including days, evenings, overnights, weekends, and holidays.

Responsibilities

• Ensure smooth operation of Guest Services.
• Act as a role model in service standards.
• Supervise guest registration and check-out.

Skills

Customer service

Interpersonal skills

Communication skills

Flexibility

Tools

Opera

Maestro

MS Office

Job description

Guest Services Supervisor

We are currently looking to hire a Guest Service Supervisor. The Guest Services Supervisor (GSS) is a social and interactive position essential in setting the tone for our guests' experience. The lobby environment creates the first impression and leads the way for guest interactions. Working collaboratively with the Guest Services Manager, the successful candidate will support daily front office operations at our hotel. This role involves providing support and training to the team in guest-related and room operations across various shifts, including day, afternoon, and night shifts as needed. The position requires an individual who thrives on working rotational shifts.

What We Offer

• Work with passionate team members who keep the environment fun every day.
• Be part of Silver Hotel Group, a reputable brand committed to a culture of respect, appreciation, and fun.
• Enjoy a fast-paced industry where you meet people from around the world.
• Education reimbursement for you and your children.
• RRSP matching program.
• Annual wellness credit.
• Team member referral program.
• Leadership development opportunities.
• Team building events.
• Culture of recognition program.
• Hotel stay discounts.

Key Responsibilities

Reporting to the Guest Services Manager or designate, you will:

1. Ensure smooth operation of Guest Services in the absence of the Guest Services Manager.
2. Act as a role model in service standards and team vision.
3. Supervise guest registration and check-out, process payments, and support team members.
4. Support training on systems, security, cash handling, and service standards.
5. Encourage teamwork and coordinate with other departments such as Accounting, Revenue Management, Sales, F&B, Housekeeping, and Maintenance.
6. Maintain accurate room status information and communicate it effectively.
7. Resolve guest issues promptly and courteously.
8. Assist with scheduling, payroll, coaching, performance reviews, hiring, and training.
9. Comply with health and safety regulations, report hazards, and lead safety initiatives.
10. Perform additional duties as needed, including assisting during peak periods.

Qualifications

• Previous supervisory experience in customer service or hospitality preferred.
• Excellent interpersonal skills and comfort engaging with guests and team members.
• Ability to work effectively in a high-pressure environment.
• Strong communication skills, both written and verbal.
• Proficiency with property management systems such as Opera and Maestro, and MS Office.
• Flexible availability including days, evenings, overnights, weekends, and holidays.

About Us

Visit Silver Hotel Group for more information. We are a family-owned Canadian hotel investment, development, and management company with a diverse portfolio across Canada and the U.S. Our culture emphasizes passion, creativity, and fun, guided by core values including accountability, teamwork, leadership, diversity, integrity, giving, fun, and recognition. We believe every team member matters, and we strive to create a respectful, inclusive environment.

We are committed to accessibility and equal opportunity employment. Accommodations are available upon request for applicants with disabilities. Contact Human Resources at 905-362-9480 for assistance.