Front Office Supervisor

Additional Information: This hotel is owned and operated by an independent franchisee, Montcalm Hotels Ltd. The franchisee is a separate company and a separate employer from Marriott International, Inc.  The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment.  If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

The Front Office Supervisor supports the Front Office Manager in overseeing day-to-day operations at the front desk and ensures that service standards are consistently met. This role provides guidance and leadership to front desk staff, monitors operational processes, and assists in delivering a seamless, luxury guest experience.

Key Responsibilities

• Supervise daily front desk operations, including check-in/check-out, reservations, and guest inquiries.
• Ensure Front Desk is always manned and readily equipped to serve the guests.
• Address and resolve any guest complaints or issues promptly and efficiently, ensuring guest satisfaction.
• Ensure VIP guests and any special requests are handles with utmost care.
• Provide coaching, training, and support to front office staff.
• Monitor guest satisfaction and escalate issues as required to management.
• Ensure accuracy of guest billing and process.
• Deal with any potential book-out from and to our property.
• Conduct shift briefings and ensure all operational tasks are completed.
• Support smooth communication between the front office and other hotel departments.
• Assist in maintaining front office systems (PMS, POS) and accurate reporting.
• Ensure adherence to hotel policies, luxury standards, and operational procedures.
• Support special guest requests and VIP arrangements.
• Respond to emergencies and incidents, following the hotel’s protocols and procedures.

This job description sets out the main responsibilities related to the role at Montcalm Collection. It is not intended to be exhaustive, and duties may be varied from time to time as required by management to meet the needs of the business.

Skills & Qualifications

• Previous experience in front office operations or guest services in a luxury hotel environment.
• Knowledge of hotel management systems (e.g., Opera PMS).
• Strong interpersonal, communication, and problem-solving skills.
• Ability to supervise and motivate a team effectively.
• Fluency in English; additional languages are advantageous.

Working Condition 

• Flexible schedule including evenings, weekends, and public holidays.
• Regular interaction with guests in public areas of the hotel.
• Periods of standing and walking required.

This company is an equal opportunity employer.

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The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative – in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.