Front Desk Supervisor, Forest Park Hotel

Pursuit Collection•Jasper, AB

2d•Onsite

About The Position

The Forest Park Hotel's Front Desk Supervisor supports the Front Office Manager and Hotel Manager in the day-to-day operation of the Front Desk by supervising shifts, supporting team members, and ensuring consistent, high-quality guest experience. This role is hands-on and guest-facing, with a strong focus on operational execution, team support, and issue resolution. The ideal candidate will demonstrate excellent communication and interpersonal skills, strong attention to detail, and the ability to motivate and lead a small team.

Requirements

2–4 years of Front Desk experience in a hotel or hospitality environment.
Previous supervisory or senior agent experience preferred.
An innovative thinker who provides solutions to ensure support of guest and employee needs.
Strong guest service and problem-solving skills.
Ability to lead by example and support a team in a fast-paced environment.
Good communication and organizational skills.
Comfortable using PMS and basic administrative systems.

Responsibilities

Supervise Front Desk operations during assigned shifts, reviewing and verifying the work of Front Desk Agents to ensure accuracy and service standards are met.
Coordinate and support Front Desk scheduling, shift coverage, and daily task allocation.
Arrange and support training and orientation for new Front Desk team members; remain fully proficient in all Front Desk procedures and functions.
Act as the first point of escalation for guest inquiries and complaints, resolving issues effectively and escalating when required.
Coordinate Front Desk activities with Housekeeping, Maintenance, Reservations, Retail, F&B, and other departments to ensure smooth operations.
Enter and manage rooming lists, tours, and related policies within the property management system.
Maintain accurate room counts, open and close room availability as required, and support room forecasting and progress reporting.
Support arrivals, departures, group check-ins, VIP handling, and tour operations.
Ensure Front Desk, lobby, and public areas are clean, organized, safe, and welcoming.
Identify, document, and communicate safety, security, and maintenance concerns.
Perform other duties as assigned to support overall hotel operations.