Position Overview The Front End and Client Services Supervisor is responsible for overseeing all front-end operations and client services at Wequedong Lodge. This position provides direct supervision to Office Workers and ensures the delivery of exceptional client service to all individuals staying at the Lodge.

The Supervisor is responsible for coordinating client admissions, room assignments, transportation requests, appointment scheduling support, referrals, and client concerns while ensuring culturally appropriate, respectful, and professional services are provided at all times.

The Front End and Client Services Supervisor plays a key leadership role in creating a welcoming environment for clients and guests while ensuring that Lodge policies, procedures, and operational standards are consistently maintained.

Qualifications The Front End and Client Services Supervisor must have:

- A diploma or degree in Social Services, Indigenous Studies, Human Services, Business Administration, Hospitality Management, Health Administration, or a related field. Equivalent combinations of education and experience may be considered.
- A minimum of three (3) to five (5) years of progressively responsible experience in client services, hospitality, health care, Indigenous services, social services, or residential care.
- A minimum of two (2) years of supervisory experience.
- Strong leadership and team management skills.
- Demonstrated experience handling client concerns, complaints, staff scheduling, coaching, performance management and conflict resolution.
- Excellent organizational, administrative, and computer skills including Microsoft Office applications.
- Experience developing work schedules, training staff, and conducting performance evaluations.
- Strong written and verbal communication skills.
- An understanding of medical terminology and health services systems would be considered an asset.
- Current First Aid and CPR certification would be considered an asset.
- Fluency in Ojibway, Oji-Cree, or Cree would be considered an asset.
- A demonstrated understanding and appreciation of Indigenous people and culture.
- The ability to meet the physical demands of the position.

Duties and ResponsibilitiesStaff Supervision

- Directly supervising Office Workers and other assigned front-end staff.




- Creating staff schedules and maintaining proper shift coverage
- Providing orientation, training, coaching, and mentorship.
- Monitoring employee performance and attendance.
- Conducting performance evaluations and addressing performance concerns.
- Participating in recruitment, interviewing, onboarding, and retention activities.

Client Services

- Ensuring all clients receive respectful, professional, and culturally appropriate services.
- Acting as the primary point of contact for significant client concerns, complaints, and service issues.
- Ensuring clients receive proper orientation upon admission to the Lodge.
- Monitoring client satisfaction and identifying opportunities for service improvement.
- Assisting clients and families with concerns regarding accommodations, meals, transportation, appointments, and Lodge services.
- Building positive relationships with clients, families, hospitals, health care providers, and community partners.

Front End Operations

- Overseeing client intake, registration, room assignments, and departures.
- Ensuring client profiles, records, and documentation are maintained accurately.
- Monitoring daily room occupancy and overseeing client accommodations.
- Ensuring transportation requests and appointment information are communicated effectively.
- Reviewing reports, logs, and client records for accuracy and completeness.
- Supporting efficient communication between departments.

Quality Assurance and Administration

- Monitoring adherence to Lodge policies and procedures.
- Investigating incidents and preparing reports as required.
- Participating in the development of departmental procedures and service standards.
- Maintaining confidentiality and compliance with applicable privacy legislation.
- Preparing operational reports and statistics for management review.
- Assisting with audits, accreditation activities, and quality improvement initiatives.

Health and Safety





- Promoting and maintaining a protected environment for clients, staff, and visitors.
- Ensuring staff follow Lodge safety procedures and emergency protocols.
- Participating in incident investigations and corrective action planning.
- Ensuring front-end staff are knowledgeable regarding emergency preparedness and evacuation procedures.

General

- Participating in management meetings, leading department meetings, and arranging training opportunities.
- Assisting with special projects and operational initiatives.
- Performing other duties as assigned by the Chief Executive Officer.

Application Process Interested candidates may apply in person, by mail, email or fax. Closing date is November 13, 2026 @3:00pm. Your application should include the competition number (2026-NON-03), your cover letter and resume and may be submitted in confidence to:

Wequedong Lodge of Thunder Bay

684 City Road, Box 20

Fort William First Nation, ON P7J 1K3

Fax: (807) 626-9365

Email: [email protected]

Preference will be given to qualified Indigenous applicants.

Wequedong Lodge is an equal opportunity employer and provides accommodation for job applicants in accordance with the Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

Accommodations are available on request for candidates taking part in all aspects of the recruitment and selection process. To make a request, please contact [email protected].

Wequedong Lodge is dedicated to ensuring a safe, comfortable, and culturally appropriate environment for its clientele. As a tool in the recruitment screening process, all offers of employment to external candidates shall be conditional upon a Police Vulnerable Sector Check (PVSC) to ensure the absence of relevant criminal convictions.

Regular attendance at work is imperative, therefore, all applicants will have to demonstrate a good record to be considered for this position.

While all responses are appreciated and will be handled with the strictest confidence, only those being considered for interviews will be acknowledged.

Pay: $50,000.00-$70,000.00 per year

Benefits

- Company pension
- Dental care
- Discounted or free food
- Employee assistance program
- Life insurance
- On-site parking
- Paid time off
- Vision care

Work Location: In person

📌 Supervisor - Front End and Client Services (Thunder Bay)
🏢 Wequedong Lodge of Thunder Bay
📍 Thunder Bay