FD Supervisor at The Old House Hotel Management Corp – Courtenay, British Columbia
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About This Position
The VISION
Always anticipating how to exceed our guests’ expectations, the Guest Services Supervisor is our champion of personalized anticipatory service! This position will commence as a Guest Services Associate and will transition to Guest Services Supervisor following successful completion of the probationary period.
Objective:
The Guest Services Supervisor is responsible for supporting front desk operations and leading the Guest Services team to deliver consistently high levels of service and personalized guest experiences. Working in alignment with the Hotel’s service culture, operational standards, and revenue objectives, this role ensures smooth day-to-day front office operations while supporting guest satisfaction and team performance.
With a strong focus on leadership, communication, and attention to detail, the Guest Services Supervisor provides on-shift guidance, coaching, and problem resolution support to Guest Services Agents. Through proactive coordination with other departments and a commitment to service excellence, this position plays a key role in maintaining operational readiness, supporting revenue initiatives, and delivering memorable guest experiences.
Duties and Responsibilities:
- Act as a working supervisor by performing all Guest Services Associate front desk duties as required during assigned shifts, ensuring seamless operations while providing leadership and support.
- Provide on-shift leadership and support to Guest Services Agents to ensure service standards and procedures are followed consistently.
- Support training, onboarding, and coaching of new and existing Guest Services team members.
- Assist with guest concern resolution and service recovery, escalating issues as appropriate.
- Coordinate closely with Housekeeping, Maintenance, and other departments to support room readiness and guest requests.
- Review arrivals, VIP reservations, and special requests to ensure accuracy and service readiness.
- Support revenue and occupancy objectives by ensuring correct rate application, room assignments, and upselling practices.
- Monitor front desk activity to ensure accuracy in billing, cash handling, and posting procedures.
- Ensure front of house areas, uniforms, and par stock levels meet hotel standards.
- Assist with scheduling, forecasting, and administrative tasks as required by the Guest Services / Revenue Manager.
- Promote effective communication and teamwork across departments to enhance the guest experience.
- Support hotel security procedures, including key control and guest room security practices.
- Complete other duties as assigned to support Front Office operations.
Preferred Education & Qualifications:
- Minimum two (2) years of experience in a Guest Services or Front Desk role, with supervisory experience preferred.
- Post-secondary education in hospitality, tourism, or a related field is an asset.
- Strong understanding of front office operations, guest service standards, and basic revenue principles.
- Proficiency in Microsoft Word, Excel, email, and hotel operating systems.
- Strong organizational skills with the ability to prioritize tasks and meet deadlines.
- Excellent verbal and written communication skills.
- Proven ability to coach, support, and motivate team members.
Additional Requirements:
- Professional, confident, and service-focused approach.
- Ability to lead by example and support a positive and respectful work environment.
- Comfortable providing clear direction, feedback, and support to team members.
- Strong problem-solving skills and sound judgement in fast-paced situations.
- Able to work independently while remaining accountable to leadership expectations.
- Flexible availability, including evenings, weekends, and holidays as required.
- Eligible to work in Canada.
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Job Location
Job Location
This job is located in the Courtenay, British Columbia, V9N8C7, Canada region.