Meet the award-winning Holiday Inn Express & Staybridge Suites Niagara-on-the-Lake; the areas first dual-branded, modern hotel property at the gateway to everything Niagara! We are looking for a dynamic Guest Services Supervisor to join our team and embark on an exciting career.

Under the general guidance of the Guest Services Manager and within the limits of establishing Holiday Inn Express & Staybridge Suites Niagara-on-the-Lake policies and procedures, the Guest Service Supervisor is responsible for all aspects of the front desk operation ensuring that the front desk team provide impressive service to our guests, and supporting the Guest Services Manager in other areas as needed such as breakfast and meeting rooms and night audit.

RESPONSIBILITIES

- Supervise and coach team members on a daily basis, providing an exemplary example for the team to follow in relation to guest service and teamwork.
- Act as an ambassador for the hotel and brand; responding in a courteous and professional manner to guest and third party concerns; fielding issues with all operational departments.
- Coordinate with other departments such as breakfast, housekeeping, and sales.
- Knowledgeable of promotions being offered by Holiday Inn Express/Staybridge Suites as well as the rewards program, IHG 1 Rewards.
- Assists with the resolutions of guest complaints.




- Performs all duties of a Guest Service Agent.
- Ensure effective communication and/or resolution of maintenance issues.
- Adheres to all hotel policies regarding security, safety procedures, and guest confidentiality.
- Maintains the appropriate personal appearance and hygiene when on duty, including proper attire.
- Covering over-night shifts periodically when needed.
- Other duties such as basic cleaning and pool chemical testing.

SKILLS/KNOWLEDGE/EXPERIENCE
- Minimum 1 years of experience in front desk supervisor role;
- Minimum 2 years hotel experience;
- Excellent interpersonal, organizational and communication skills;
- Proficient with computerized systems, knowledge of Opera an asset;
- Must be able to reliably work a variety of shifts including mornings, evenings and weekends.

* This job post is for an existing vacancy. While we welcome all applicants, only those selected for an interview will be contacted. Please note that the hotel does not use AI in its recruitment process.
- Accessibility accommodations will be made available to candidates upon request.

Job Type: Full-time

Pay: $19.50 per hour

Expected hours: 30.0 – 40.0 per week

Perks

- Dental care
- Flexible schedule

Experience:
- Hotel: 2 years (required)
- Supervising: 1 year (required)

Work Location: In person

📌 Guest Services Supervisor / Front Desk Supervisor (Niagara-on-the-Lake)
🏢 Holiday Inn Express & Suites
📍 Niagara-on-the-Lake