Position Summary

The Front Desk Supervisor is responsible for overseeing the daily operations of the front desk to ensure an exceptional guest experience. This role provides leadership to front desk agents, supports administrative and accounting functions, and ensures brand standards of Best Western are consistently met. The Front Desk Supervisor acts as the primary point of contact for guest concerns, staff coaching, and operational problem-solving.

Key Responsibilities but not limited to:

Guest Service & Front Desk Operations

- Supervise daily front desk activities, ensuring smooth check-in, check-out, reservations, and guest inquiries.
- Maintain high levels of guest satisfaction by promptly addressing concerns, service issues, and special requests.
- Ensure all guest interactions align with Best Western brand service standards.
- Assist guests with local information, hotel amenities, loyalty program details, and special accommodations.

Leadership & Staff Support

- Assist with training, mentoring, and supporting front desk staff to ensure consistent performance.
- Provide shift coverage when required and help manage daily staff assignments.
- Foster a positive, skilled, and team-oriented work environment.
- Monitor staff performance and support corrective coaching when necessary.
- Provide coverage for night audit shifts when scheduled, ensuring accurate completion of nightly balancing and reporting procedures.

Administrative & Accounting Duties

- Oversee daily cash handling, reconciliation, and front desk transactions.
- Complete and verify end-of-day balancing and reporting procedures.
- Review commissions, billing accuracy,



and financial documentation as assigned.
- Support the preparation of reports for management, including occupancy, revenue, and performance metrics.

Hotel Policies & Compliance

- Ensure front desk operations follow all hotel policies, Best Western brand standards, and safety protocols.
- Maintain secure handling of guest information and key control procedures.
- Assist with emergency response procedures when required.

Additional Responsibilities

- Assist management with scheduling, inventory control for front desk supplies, and procedural updates.
- Communicate effectively with housekeeping, maintenance, and management to support efficient hotel operations.
- Additional tasks may be assigned by the Front Office Manager or General Manager, including accounting balancing, commission review, project support, and operational audits.

Safety and Security:

- Conduct routine property inspections to ensure guest safety and report any issues to management.
- Monitor hotel premises to maintain a secure environment.
- Ability to remain calm in a busy environment
- Ability to solve problems proactively

Physical Requirements and Work Environment:

- Standing for extended periods.
- Ability to lift up to 25 pounds.
- Ability to work in a rapid-paced environment.

Pay: From $21.00 per hour

Benefits:

- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off

Ability to commute/relocate:

- Kelowna, BC V1X 4J1: reliably commute or plan to relocate before starting work (required)

Experience:

- Hotel Front Desk: 2 years (preferred)

Work Location: In person

📌 Front Desk Supervisor (Kelowna)
🏢 Best Western Plus Kelowna Hotel & Suites
📍 Kelowna