Job Summary The Front Desk Supervisor is responsible to oversee front desk staff to ensure and maintain guest satisfaction through proper and effective interpersonal skills and the proper execution of Front desk operations in the PMS system; to achieve goals that support the overall company’s objectives while developing and building relationships.

The Front Desk

Supervisor is responsible for providing professional and friendly service for guests and ensuring that all front-line operations run smoothly while overseeing and supporting the Guest Service team. Scheduled shifts - Evenings, weekends and holidays are a must

Qualifications include, but are not limited to:

- Bilingual in French and English is an asset.
- Minimum of 2 years of hotel Front Desk or hospitality experience; previous supervisory or leadership experience is strongly preferred.
- Experience with hotel property management systems (PEP or similar) is preferred.
- Strong understanding of Front Office operations, including reservations, guest billing, cash handling, room inventory, and daily reporting.
- Demonstrated leadership skills with the ability to motivate, coach, and support team members while maintaining accountability.
- Excellent communication and interpersonal skills, with the ability to interact professionally, diplomatically, and ethically with guests, colleagues, and management.
- Strong problem-solving and decision-making skills, including the ability to independently resolve guest concerns and operational challenges.
- Ability to remain calm, composed, and professional when handling escalated guest complaints, emergencies, and unexpected situations.
- Ability to prioritize tasks, delegate responsibilities, and maintain operational efficiency in a fast-paced, high-volume environment.
- Strong attention to detail, organizational skills, and the ability to manage multiple responsibilities simultaneously.
- Ability to work independently with minimal supervision and exercise sound judgment in the absence of management.
- Demonstrated reliability, punctuality, professionalism, and commitment to maintaining high standards of guest service.
- Ability to provide constructive feedback, address performance concerns, and support the training and development of team members.
- Strong understanding of guest confidentiality, hotel security procedures, and quality assurance standards.




- Ability to work collaboratively with Housekeeping, Maintenance, Sales, and other departments to ensure smooth daily operations.
- Comfortable using computers, phones, Microsoft Office, and other hotel-related technology.
- Flexible availability to work morning, evening, weekend, and holiday shifts based on operational requirements.
- Ability to stand, sit, or walk for extended periods of time.
- Ability to move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.

Key Responsibilities

- Oversee daily Front Desk operations and ensure consistent delivery of exceptional guest service.
- Supervise, guide, and support Front Desk Agents and Night Auditors to ensure operational standards and procedures are followed.
- Act as the primary point of contact for escalated guest concerns, complaints, and service recovery situations.
- Monitor daily arrivals, departures, room assignments, reservations, and guest requests to ensure accuracy and efficiency.
- Assist with training, onboarding, and ongoing coaching of new and existing Front Desk team members.
- Monitor team performance, provide constructive feedback, and report performance or attendance concerns to Front Office Management.
- Ensure all Front Desk checklists, shift reports, cash counts, and operational procedures are completed accurately and on time.
- Verify guest billing, payment authorizations, deposits, refunds, and financial transactions in accordance with hotel policies.
- Coordinate with Housekeeping and Maintenance to address room readiness, guest concerns, and operational issues.
- Support Hilton Honors enrollment initiatives, guest satisfaction goals, and brand quality assurance standards.
- Monitor Front Desk staffing and shift coverage, and communicate scheduling concerns to management.
- Ensure proper documentation and communication of guest incidents, security concerns, and operational irregularities.
- Respond to emergency situations and act as Manager on Duty when assigned,



following established hotel procedures.
- Maintain a professional, organized, and welcoming Front Desk and lobby environment.
- Ensure effective communication between shifts and departments through accurate pass-along notes and timely updates.
- Identify opportunities to improve operational procedures, team efficiency, and overall guest satisfaction.
- Perform other reasonable duties as assigned by Front Office Management.

Additional Expectations The Front Desk Supervisor is expected to lead by example, demonstrate initiative, and take ownership of Front Office operations during assigned shifts. The successful candidate must be comfortable holding team members accountable, making sound operational decisions, and ensuring hotel standards are consistently maintained, including when senior management is not present. The position requires a proactive, dependable, and service-oriented individual who can balance guest satisfaction, team leadership, and operational responsibilities in a dynamic hotel environment.

HCC (Ottawa) LP. is an equal opportunity employer and is committed to providing equal employment opportunities to all individuals without regard to race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, record of offences, marital status, family status, disability, or any other characteristic protected by applicable legislation.

We celebrate diversity and are dedicated to creating an inclusive work environment where everyone feels valued, respected, and empowered to contribute to our mission.

We encourage qualified individuals from all backgrounds to apply for available positions and join us in our pursuit of excellence.

We will accommodate the needs of applicants under the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act, 2005, and any other applicable legislation throughout all stages of the recruitment and selection process. If you require support/accommodation during the hiring process, please contact our Human Resources Department at [email protected].

#HCCHiring

Pay: $27.23 per hour

Advantages

- Dental care
- Discounted or free food
- Employee assistance program
- Extended health care
- On-site parking
- Vision care
- Wellness program

Work Location: In person

📌 Front Desk Supervisor - Hampton by Hilton (Ottawa)
🏢 HCC (Ottawa
📍 Ottawa