Front Desk Supervisor

Holiday Inn Express & Suites St. John’s Airport is looking for a Front Desk Supervisor to join our leadership team. Our culture is rooted in our values, customer service excellence, leadership accountability, and the growth of our 100% locally owned & operated hotel.

*Please email your resume to operations@hiestjohns.com

POSITION SUMMARY

The Front Desk Supervisor is responsible for overseeing the daily operations of the Front Desk while ensuring exceptional guest service, operational efficiency, and adherence to hotel and brand standards. This role supports and supervises Front Desk associates, handles guest concerns, assists with financial and administrative duties, and helps create a positive and professional work environment.

KEY RESPONSIBILITIES

OPERATIONS

• Supervise daily Front Desk operations and support staff throughout the shift.
• Ensure all billing, cash handling, and reservation procedures are completed accurately.
• Monitor occupancy, availability, and guest service standards.
• Ensure the Front Desk, lobby, and public areas remain clean, organized, and guest ready.
• Complete shift reports and communicate operational updates to management.
• Participate in the Hotel Experience Champion (HEC) Program in accordance with IHG requirements.

GUEST SERVICE

• Provide professional and courteous service to all guests.
• Assist with guest check-ins, check-outs, room moves, upgrades, and special requests.
• Resolve guest concerns and follow hotel service recovery procedures.
• Ensure VIP and loyalty member recognition standards are consistently met.
• Monitor guest feedback and support continuous improvement initiatives.

STAFF SUPERVISION

• Lead, coach, and support Front Desk team members.
• Assist with training and onboarding new employees.
• Monitor productivity, attendance, professionalism, and policy adherence.
• Ensure staff are in proper uniform and completing assigned duties.
• Provide operational coverage for sick calls or staffing shortages.
• Approve breaks while maintaining proper desk coverage.

ADMINISTRATIVE & FINANCIAL DUTIES

• Review billing accuracy, authorizations, and reservation routing.
• Assist with inventory counts, reporting, and operational audits.
• Support hotel goals related to guest satisfaction, loyalty enrollment, and revenue performance.

QUALIFICATIONS & REQUIREMENTS

• Strong guest service and leadership skills.
• Excellent communication, organization, and problem-solving abilities.
• Proficient computer and hotel system knowledge.
• Ability to work independently and in a fast-paced environment.
• Flexible availability including morning, evenings, overnight, weekends, and holidays.
• Knowledge of hotel emergency procedures and brand standards.

QUALIFICATIONS & REQUIREMENTS

• Minimum 2 years of a supervisor role
• Strong guest service and leadership skills.
• Excellent communication, organization, and problem-solving abilities.
• Proficient computer and hotel system knowledge.
• Ability to work independently and in a fast-paced environment.
• Flexible availability including morning, evenings, overnight, weekends, and holidays.
• Knowledge of hotel emergency procedures and brand standards.

Why Join Us?

• Competitive salary and performance-based bonuses
• Comprehensive benefits package (health, dental, vision, RRSP, hotel discounts)
• Professional development and training opportunities
• A collaborative, people-first culture that values innovation and service

The Holiday Inn Express & Suites St. John's Airport is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Important note:

• * Holiday Inn Express & Suites would like to thank all interested applicants*
• * Only those selected for an interview will be contacted *

Job Type: Full-time

Pay: $47,000.00-$49,000.00 per year

Benefits:

• Company events
• Dental care
• Disability insurance
• Life insurance
• On-site parking
• Paid time off
• RRSP match
• Vision care

Work Location: In person