At JW Marriott The Rosseau Muskoka, our Guest Reception Supervisor ensures that every guest's arrival and departure is seamless, while guiding the Guest Reception and Bell Desk teams to deliver exceptional service. Reporting to the Rooms Operations leadership team, this role blends operational oversight with coaching, collaboration, and personalized guest care.

Accountabilities

- Schedule Guest Reception and Bell Desk associates based on occupancy levels; manage payroll and reconcile gratuities.
- Provide ongoing coaching and guidance to associates, reinforcing service standards and professional conduct.
- Order supplies, monitor inventory, and ensure resources are available to support daily operations.
- Oversee cleanliness and organization of all Guest Reception areas.
- Attend departmental and property meetings as required.
- Deliver training sessions and hands-on coaching to ensure associates are confident in their roles.
- Coordinate with Housekeeping to prioritize room assignments and guest readiness.
- Respond promptly and professionally to guest requests and departmental needs.
- Handle guest complaints with empathy, offering timely resolutions.
- Ensure compliance with safety regulations and actively participate in health and safety programs.
- Support environmental initiatives and adhere to sustainability policies.
- Process guest check-ins, confirm reservations, assign rooms, and issue keys.
- Manage all payment types including cash, debit, credit, and checks.
- Anticipate sold-out situations and arrange suitable alternative accommodation when necessary.
- Process guest check-outs, resolving late or disputed charges efficiently.
- Answer and record guest calls, messages, and requests with clarity and professionalism.
- Run daily arrival and departure reports, identify special requests, and verify accuracy.
- Lead daily operations including shift briefings, project assignments, billing discrepancies, and cash remittances.




- Collaborate with the Director of Rooms Operations and fellow supervisors to ensure associates understand roles and expectations.
- Ensure associates are trained in both technical and service aspects of their positions.
- Address guest concerns directly or involve appropriate colleagues to ensure resolution.
- Counsel associates work-related issues, supports productivity, and assists with performance documentation.
- Distribute uniforms and ensure associates meet grooming and presentation standards.
- Perform other duties assigned to support the Guest Reception and Bell Desk teams.

Requirements :

- Diploma or Degree in Tourism or Hospitality, or working towards
- 2+ years of leadership experience in room operations within a resort or hospitality setting.
- Strong communication skills and proven ability to coach and motivate teams.
- Proficiency in MS Office tools (Word, Excel, Outlook).
- Track record of maintaining and elevating service standards.

Working Conditions

- Must be able to work flexible hours including evenings, weekends and holidays
- Required to move, lift, carry, pull and place objects weighing less than or equal to 10 pounds without assistance
- Stand, sit or walk for an extended period of time or for an entire shift

JW Marriott The Rosseau Muskoka is an equal chance employer. We are committed to inclusive, barrier-free recruitment and selection processes and work environments in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). The Human Resources department will work with applicants requesting accommodation at any stage of the hiring process.

JW Marriott The Rosseau Muskoka is committed to building a more diverse workplace and encourages all qualified applicants to apply.

Job Types : Full-time, Permanent, Seasonal

Pay: $22.50-$23.50 per hour

Benefits :

- Commuter benefits
- Company events
- Dental care
- Employee assistance program
- On-site gym
- On-site parking
- Vision care

Ability to commute/relocate:

- Minett, ON: reliably commute or plan to relocate before starting work (required)

Work Location: In person

📌 Guest Reception Supervisor (Minett)
🏢 JW Marriott The Rosseau Muskoka
📍 Minett