Multi-Property Front Desk Supervisor

Whistler Reception Services; Whistler; On-site; CAD 75,000 - 95,000; Full time

Job summary

Whistler Reception Services (WRS) operates multiple full-service front desks for privately owned and rental accommodation properties throughout Whistler. We are seeking a motivated, detail-oriented, and experienced Frontline Operations Supervisor to join our team.

This position supervises daily front desk and concierge operations across multiple accommodation properties, ensuring consistent guest and owner service standards.

Qualifications

• Minimum 3 years in senior front-line or supervisory role in hospitality.
• 5+ years in customer service in a high-volume environment.
• Experience with reservation systems and multi-property operations.

Responsibilities

• Supervise daily front desk and concierge operations across guest and owner service functions.
• Coordinate staff schedules and shift coverage in collaboration with management.
• Provide operational direction, coaching, and support to front-line staff.
• Train staff on guest service standards, reservation systems, and operational procedures.
• Monitor staff performance and ensure adherence to company service expectations.
• Support onboarding and training of new employees.
• Work front desk and guest service shifts as operationally required.
• Respond to guest enquiries and resolve escalated service issues using established procedures.
• Coordinate guest bookings and activity arrangements with external service providers.
• Maintain and update operational reference materials and guest service resources.
• Monitor communication channels, including front desk and concierge inboxes, ensuring timely responses.
• Support the smooth operation of reservation, key management, and front desk systems across multiple properties.
• Coordinate maintenance or system issues and escalated operational concerns to management as required.
• Support consistent service delivery across multiple properties and stakeholder groups.
• Prepare routine operational summaries and shift reports for management review.
• Maintain accurate records of guest service activities, communications, and operational issues.
• Compile and organize operational data for internal tracking and reporting purposes.
• Document service issues and resolution outcomes to support operational continuity.
• Assist with preparation of full-cycle owner statements for small HOA properties under management direction.
• Support bank and account reconciliations, owner invoicing, payment preparation, accounts payable, and financial reporting.
• Reconcile front desk transactions, guest payments, and commission records.
• Maintain accurate records of operational financial transactions.
• Assist bookkeeping staff with transaction tracking and reconciliation processes.
• Verify accuracy of transactional postings and report discrepancies as required.
• Prepare spreadsheets and administrative summaries for internal reporting purposes.

Skills

Customer service

Organization

Communication

Time management

Problem-solving

Teamwork

Analytical skills

Tools

Microsoft Excel

Microsoft Office

Sage

QuickBooks

Job description

Whistler Reception Services (WRS) operates multiple full-service front desks for privately owned and rental accommodation properties throughout Whistler. We are seeking a motivated, detail-oriented, and experienced Frontline Operations Supervisor to join our team.

This position supervises daily front desk and concierge operations across multiple accommodation properties, ensuring consistent guest and owner service standards.