REPORTS TO:         General Manager

No. Of vacancies: 1

Job Types: Full-time, Permanent

No. Of hours: 30+ HRS

Pay scale: $ 24.05 per hour

JOB SUMMARY:

Responsible for the efficient, guest-focused operation of the Front Desk, ensuring a seamless arrival-to-departure experience and consistently high service standards.

Supervises day-to-day front office activities including reservations, check-ins/outs, group blocks, guest communications, and interdepartmental coordination to maintain accurate room status and timely delivery of guest services.

Responsible for analytical function, including preparing occupancy and performance reports, monitoring booking patterns, and identifying operational trends to support staffing and service planning while also providing impactful insights for supplementing revenue generation opportunities.

Must establish and maintain an employee-oriented culture that emphasizes service excellence, quality, continuous improvement, accountability, and ongoing employee development.

Also responsible for training and supporting new staff, maintaining shift communication tools (logbooks/memos), handling guest concerns with proper documentation and escalation, ensuring accurate financial transactions, producing operational reports, and maintaining compliance with health and safety regulations.

KEY AREAS OF RESPONSIBILITIES:

Front Desk Operations

• Supervise daily Front Desk operations to ensure a smooth, efficient, and welcoming guest experience.
• Oversee check-in and check-out procedures, ensuring accuracy, professionalism, and attention to guest preferences.
• Monitor service standards and address operational gaps in real time to maintain consistent quality.

Reservations / Group Bookings

• Manage online and phone reservations with precision, ensuring data accuracy and guest preference details are properly recorded.
• Handle group bookings, create and maintain accurate group files, and ensure coordination with relevant departments for smooth execution.
• Support occupancy management by maintaining up-to-date awareness of availability and restrictions as directed by management.

Guest Services / Complaint Resolution

• Resolve guest concerns promptly and professionally; escalate complex issues to senior management as required.
• Provide detailed written reports of guest interactions, incidents, and complaints, ensuring appropriate follow-up and accountability.
• Proactively identify service recovery opportunities to improve guest satisfaction.

Communication / Interdepartmental Coordination

• Collaborate with Housekeeping, Maintenance, and other departments to maintain accurate room status and prioritize guest needs.
• Coordinate maintenance requests and work orders to ensure timely completion and minimal disruption to guests.
• Monitor and review logbooks, memos, and shift notes to ensure effective communication across shifts and departments.

Financial Transactions / Billing Accuracy

• Oversee guest billing, payments, refunds, and account reconciliations, ensuring accuracy and compliance with hotel policies.
• Ensure proper handling of cash, credit, and direct billing procedures; report discrepancies through established channels.
• Support audit readiness by maintaining clean documentation and adherence to financial controls.

Reporting / Analysis Responsibilities

• Prepare and submit regular occupancy reports and other operational documentation to management.
• Analyze market conditions and develop strategic reports/forecasting tools to support management decision-making.
• Provide insights on demand trends and operational performance to help improve service delivery and business results.

Training / Supervision

• Train, mentor, and support new and existing guest services representatives, night auditors and other hotel staff on hotel policies, procedures, systems, and customer service standards.
• Ensure team members are properly oriented and consistently applying front office standards.
• Support scheduling coverage and shift readiness by identifying training needs and operational risks.

Health, Safety & Compliance

• Ensure compliance with health and safety regulations and hotel standards.
• Maintain a safe, secure, and welcoming environment for guests and staff, reporting hazards and incidents promptly.
• Reinforce adherence to workplace policies, confidentiality standards, and guest privacy expectations.

QUALIFICATIONS:

Core Competencies

• Ability to coach, mentor, and support staff performance in a fast-paced environment
• Strong guest service and problem-resolution skills with a calm, professional demeanour
• Good knowledge of Webrez Pro v11 property management systems (PMS) and standard front office procedures
• Proficient in Microsoft Office and inventory systems
• Analytical skills
• Strong communication, documentation, and interdepartmental coordination skills
• Proven attention to detail including billing, reservations, reporting, and shift handover processes
• Knowledge of basic safety and emergency procedures, including accident prevention policies

Ability to commute/relocate:

Kingston, ON: This is not a remote position (In person)

The candidate should have a reliable mode of transport to commute or plan to relocate before starting work.

The candidate must live within a 30 kms radius of the Confederation Place Hotel.

Academic:

Secondary school diploma is required, and a college, CEGEP or other non-university certificate or diploma in hospitality, hotel management, business or a related field of 1 year or more is an asset.

Experience:

2 years or more of hotel front office and supervisory experience required

Work Location: In person