About Us

Holiday Inn Express & Suites Victoria–Colwood is committed to providing welcoming, reliable service and a comfortable stay for every guest. We are looking for a motivated and service-oriented Front Office Supervisor to support our Front Desk operations, lead our team, and help deliver an exceptional guest experience in accordance with IHG brand standards.

Position Summary The Front Office Supervisor oversees daily Front Desk operations and supports the Front Office management team in maintaining high standards of guest service, operational efficiency, and team performance.

The ideal candidate is a hands-on leader who can confidently manage Front Desk responsibilities, coach team members, resolve guest concerns, and coordinate effectively with Housekeeping and other departments.

Key Responsibilities

- Supervise daily Front Desk operations, including check-ins, check-outs, reservations, guest inquiries, and payment processing.
- Provide leadership, guidance, and support to Front Desk Agents to ensure consistent service standards.
- Assist with staff scheduling, shift coverage, training, and daily task assignments.
- Handle guest complaints and service recovery professionally, escalating complex matters when required.
- Monitor arrivals, departures, room assignments, VIP requests, and room availability.
- Coordinate closely with Housekeeping to ensure room readiness, accurate room status updates, and timely check-ins.
- Communicate with Maintenance and other departments to ensure guest requests and operational issues are addressed promptly.
- Monitor reservation accuracy, room inventory, billing, cash handling, and shift reconciliation.




- Ensure accurate shift reports, handovers, incident reports, and completion of daily Front Desk checklists.
- Promote IHG One Rewards enrollment and recognize loyalty members in accordance with program guidelines.
- Ensure compliance with IHG brand standards, hotel policies, safety procedures, and guest privacy requirements.
- Support management in monitoring guest feedback, service quality, and departmental performance.
- Assist with Front Desk coverage and perform operational duties as needed.

Qualifications
- Previous hotel Front Desk experience is required.
- Previous supervisory or team-lead experience is preferred.
- Strong knowledge of hotel operations, reservations, guest billing, and customer service.
- Experience with a hotel Property Management System (PMS) is an asset.
- Excellent communication, leadership, and problem-solving skills.
- Ability to manage multiple priorities in a rapid-paced hotel setting.
- Solid attention to detail, organization, and accountability.
- Professional attitude and a genuine commitment to guest satisfaction.
- Availability to work flexible shifts, including weekends and holidays, as required.

What We Are Looking For
- A hands-on leader who leads by example.




- Someone who takes ownership of responsibilities and follows through on commitments.
- A team player who communicates effectively across departments.
- A confident problem-solver who can handle guest concerns professionally.
- Someone who can motivate team members while maintaining accountability and operational standards.

Why Join Our Team?
- Opportunity to develop leadership skills in hotel operations.
- Work with an established international hospitality brand.
- Gain experience in guest service, Front Desk operations, and team development.
- Contribute directly to guest satisfaction and hotel performance.

How to Apply If you are passionate about hospitality, enjoy leading a team, and take pride in delivering excellent guest service, we encourage you to apply via indeed.

We look forward to hearing from you!

Pay: $50,000.00-$55,000.00 per year

Benefits

- Dental care
- On-site parking
- Vision care

Ability to commute/relocate:
- Victoria, BC: reliably commute or plan to relocate before starting work (preferred)

Application question(s):
- Can you independently cover Front Desk shifts five days per week? (Yes/No)

Do you have experience with hotel reservations, check-in/check-out, billing, and cash reconciliation? (Yes/No) Can you independently handle guest complaints and service recovery? (Yes/No)

Can you supervise Front Desk staff, manage shift handovers, and ensure team accountability? (Yes/No)

Can you coordinate with Housekeeping to manage room readiness, room status discrepancies, and guest arrivals? (Yes/No)

Work Location: In person

📌 Front Desk Supervisor - Holiday Inn Express & Suite Colwood (Victoria)
🏢 Holiday Inn Express & Suites
📍 Victoria