Front Desk Supervisor

Are you an experienced guest-services agent, hungry to take on a hands-on leadership role with a top-ranking hotel? Do you want a role with a bigger impact and more responsibility? And does the opportunity to build and coach an engaged guest-services team excite you?
If you’re seriously passionate about hospitality and guest service and are craving an opportunity to take the next step in your career, then look no further. We want to meet you!
**Who are we?**
For over 30 years, Denham Hospitality has operated two award-winning Best Western hotels in Leduc - Best Western Premier Denham Inn &
Suites and Best WesternPlus Edmonton Airport Hotel. Operating at the heart of our community, we have been recognized year after year for our incredible hospitality, guest-centric service, and excellent quality standards.
We are currently in search of self-motivated and customer-focused **Front Desk Supervisor.** If you have experience with front desk operations and are looking for an exciting new opportunity to further your career, this could be your next role.
**Front Desk Supervisor**
As our new Front Desk Supervisor your main priority will be to ensure a flawless guest experience. You will oversee our front desk operations, and make sure that each one of our guests experiences exceptional customer service throughout their stay.
In addition to assisting guests directly, you’ll also be responsible for training new staff and providing ongoing coaching to your team. You will lead by example, demonstrating your refined customer service and sales instincts every time you engage with guests. With every guest interaction, you’ll maintain a strong sales focus, always identifying opportunities to up-sell and maximize revenue.
Practically speaking, you will:
- Oversee front desk operations, ensuring exceptional guest service
- Manage guest check in and check out, as well as handle other guest inquiries (provide information, take care of special requests and VIP guests, resolve complaints, etc.)
- Ensure team members have current knowledge (e.G., room rates, discounts, packages, promotions, etc.) and most up to date guest services training
- Participate in the recruitment of new guest services team members, including onboarding, training, and ongoing performance coaching
- Maximize revenue via managing labour and inventory costs effectively, as well as upselling rooms and services to guests
- Act as duty manager as needed
Success in this role is about more than achieving high guest satisfaction and loyalty (though that is key!) - success means building an engaged, motivated, and committed team who are as equally dedicated to providing an exceptional guest experience as you are. You have a passion for people and guiding them to achieve success, and that’s what will make you stand out.
**Working with the Denham Hospitality Organization &
Best Western**
Just like we’re committed to taking the best possible care of our guests, we take care of our employees too. We start by hiring the right people - people who care about people and who want to take ownership of their jobs. Then, we empower them by giving them all the tools and resources they need to succeed, ongoing learning and development opportunities, and an amazing employee-centric team environment. We invest in our people because we recognize that they are at the heart of our organization’s success.
Working here means being part of a team who are more than just coworkers - we’re family. And like you, we are passionate and enthusiastic about hospitality and creating and delivering legendary guest experiences. If you’re ready to take the next step in your career, and this sounds like the type of team you can’t wait to be a part of, then we can’t wait to meet you.
**The Details**:
This is a full-time, permanent position working 5 days per week (weekdays, weekends, and holidays included), with a regular shift between 3 pm - 11 pm. Flexibility is required, and shift days and times may change depending on hotel needs and coverage required.
You’ll be paid a competitive hourly wage, will qualify for monthly bonuses and sales incentives, and have access to an excellent benefits package and group RRSP plan. You’ll enjoy complementary meals, and employee discount rates for Best Westerns in North America.
**Qualifications**:
Above all, we are looking for hospitality-focused people who are excited by the opportunity to maximize the guest experience. While some supervisory experience would be a plus.
- Must have a 2-year minimum experience working in a hotel as a guest services or front desk agent
- Strong understanding of front desk operations, with experience working all front desk shifts
- Experience working with property management systems (PMS) for room inventory management
- Experience in a supervisory or leadership role, would be a plus but is not required
- Hands on experience with financial stewardship of a front desk operation (i.E., controlli