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Front Desk Supervisor

Arc The Hotel
Ottawa, Ontario, Canada
Job Type
Starting date
Number of positions available
Job status
Added on February 21

The ideal candidate is responsible for the overall operation of the Front Desk and the seemingly effortless movement of guests through the hotel. This includes the role of resident expert on all required standards related to check-in and checkout procedures and the general operations of hotel facilities. In creating and encouraging an energetic environment they achieve the goal of attracting a “best in class” team of associates. He/she is passionate about guest service and the ARC culture possessing ability to multitask. Acting as an agent themselves, they lead by example and provide support and coaching to the associates.


  • Ensure all guests are welcomed and served in an efficient and courteous manner executing all standards during the process
  • Act as the first management line of contact for all guest complaints or issues
  • Ensure all Front Office quality standards are complied with and that policies and procedures are consistently applied, as per the IPrefer Standards.
  • Assure all financial transactions are completed properly and within the established guidelines of the property
  • Coordinate hotel operations with other departments in order to facilitate increased levels of communication and guest satisfaction
  • Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations
  • Responsible for the iPrefer Guest membership program and ensure that all guests who are members are appropriately recognized, meeting all Preferred Hotels & Resorts guidelines
  • Championing and driving the hotel upselling program.
  • Act as Manager on Duty in the absence of the Front Office Manager
  • In addition to the performance of the essential functions, this position may be required
  • to fill in or assist the Front Office Manager in any additional duties as necessary and assigned.
  • In addition to the core job requirements, skill sets and work related experience the ideal
  • Front Desk Supervisor must illustrate the ability and drive to:
  • Embrace the ARC culture paying particular attention to the ongoing training of
  • the associates
  • “Owning” the desk and desk operations they strive to exceed guest expectations at every opportunity
  • Be a natural leader that people gravitate to and love to emulate
  • Illustrate professionalism through positive attitude, spirit and leading by example
  • Anticipate customer needs with the ability to change goals and direction quickly
  • Motivate a team of 10–12 Front Desk associates with an energetic and contagious style
  • Be engaged with and accessible to all team members at all times
  • Never satisfied with average; conscientious and driven to be the best at what they do… always!

Minimum Qualifications & Skills

  • High school or equivalent education required. Degree from a recognized school with a focus on Hotel Management preferred
  • Two to four years’ experience in Front Office/Guest Services, including at least two years supervisory experience
  • The individual must possess the following knowledge, skills and abilities and be able to
  • explain and adequately illustrate that he or she can perform these essential functions,
  • with or without reasonable accommodation, using some other combination of
  • knowledge, skills, and abilities:
  • Speak, read, write and understand English. Additionally, the ability to communicate in French is preferred.
  • Great communication skills (verbal and written)
  • Most tasks are performed in a team environment with the associates acting as a
  • team leader. There is minimal direct supervision.
  • Knowledge of computer accounting programs, math skills as well as budgetary
  • analysis capabilities required
  • Extensive knowledge of the hotel, its services, and facilities
  • All employees must maintain a neat, clean and well-groomed appearance per the
  • ARC specific uniform program, and Westmont Hospitality standards
  • This job description is not an exclusive or exhaustive list of all job functions that an
  • employee in this position may be asked to perform from time to time.

Physical Demands

  • Must be able to stand for 8-hours per day. Walking and sitting at a desk are
  • required during the working day. Length of time of these tasks may vary
  • from day to day and task to task
  • Position requires walking and giving direction most of the working day. Length of
  • time of these tasks may vary from day to day and task to task
  • Must be able to exert well-paced ability to reach other departments of the hotel
  • on a timely basis
  • Must be able to lift up to 30-lbs. occasionally
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