Front Desk Supervisor (Calgary) (Alberta)

Front desk Supervisor Hampton Inn by Hilton Calgary Downtown, managed by Triple One Properties Ltd. Join our leadership team at the newly opened Hampton Inn by Hilton Calgary Downtown! We are seeking a dedicated and detail-oriented Front desk Supervisor to oversee the front desk operations, ensuring every guest experiences exceptional customer service throughout their entire stay. Key Responsibilities Leadership and Operations Oversee the daily operations of the Front Office department ensuring exceptional guest service and making it right. Serve as a key point of contact for both guests and team members, helping to create a positive and welcoming environment. Plan and communicate daily and weekly schedules, shift coverage and payroll/timekeeping for the Front Desk Team, ensuring alignment with the business needs. Assign work and supervise team member performance in all Front Desk procedures including but not limited to guest check-in, check-out, lobby traffic and flow, and luggage assistance. Serve as the Manager on Duty in the absence of upper management, responding to emergencies and overseeing property operations. Perform daily audits and support the Night Auditor when necessary. Maintain a strong knowledge of the property, amenities, local area, and the Hilton Honors program. Guest Satisfaction Greet guests warmly and ensure a friendly, prompt, and professional service experience always. Handle guest issues, concerns and complaints effectively, providing resolution in a courteous and timely manner. Review guest scores daily and implement improvement plans as required. Monitor and maintain accuracy of guest reservations, room assignments, billing and special requests. Empower Front Desk Agents to go above and beyond for guests, including offering service, recovery gestures, upgrades, or loyalty benefits when appropriate. Team Development Lead the onboarding process for new team members. Assist with training, coaching and engaging front desk agents to meet Hampton Inn service standards. Enforce Hilton brand standards, policies and procedures, ensuring compliance with quality and safety protocols. Collaborate with housekeeping, maintenance and other departments to ensure a seamless guest experience. Safety and Compliance Ensure front office operations are conducted in accordance with Hilton policies, local and provincial regulations, and brand safety standards. Maintain secure handling of guest information and comply with privacy and data protection regulations (e.g., FOIP, PIPA). Protect guest information by ensuring secure handling of personal and payment data. Train Front Desk team members on privacy practices and proper handling of confidential guest records. Maintain protected working conditions and report maintenance issues for immediate resolution. Inventory and Supplies Monitor supply inventories and place monthly orders to ensure seamless operations. Ensure work tools and products are available in sufficient quantities and used effectively. Additional Responsibilities Administer quality assurance programs, including bi-annual audits and brand standards reviews. Support other operational areas during peak periods or emergencies to maintain guest satisfaction. Perform other related tasks as assigned by the Director of Operations and the leadership team. Perform other related duties and responsibilities as assigned to support the overall success and operational needs of the organization. Qualifications & Requirements Education & Experience Minimum 1 year of Front desk supervisory experience. Proven ability to lead and motivate a diverse team. Previous experience as a Front Desk agent is required. Skills & Attributes Positive and outgoing personality with robust communication skills. Ability to work under pressure and make decisions effectively and in a timely manner. Strong attention to detail and organizational skills. Flexibility to adapt to changing business demands and work schedules, including evenings and weekends. Familiarity with PEP software is an advantage. Why Join Us? At the Hampton Inn by Hilton Calgary Downtown, Front desk Agents are the face of our hotel! Join a team driven by purpose, attention to detail, and a commitment to delivering a positive guest experience. If you are passionate about guest services, leadership, and teamwork, we would LOVE to hear from you! Job Types: Full-time, Permanent Pay: From $24.00 per hour Benefits Dental care Paid time off Vision care Licence / Certification Class 5 Licence (preferred) Work Location: In person #J-18808-Ljbffr Apply on Kit Job: kitjob.ca/job/2pltz0