Guest Services Supervisor

**The Job**

The Guest Service Supervisor is responsible for, in conjunction with the Guest Services Manager, the coordination of day-to-day operations of the front desk to ensure that each guest has a comfortable stay, and that his or her needs are met while maintaining a motivated and empowered Front Desk team.

**What You'll Do**
- Lead and support the Front Desk team to deliver seamless operations, uphold brand standards, and create exceptional guest experiences.
- Perform all duties as a Guest Service Representative such as checking guests in and out, pre-arrival planning, etc.
- Coach, mentor, and motivate the Front Desk team through consistent training and feedback. Relay information back to Guest Service Manager.
- Collaborate with all departments to coordinate guest requests and resolve any issues promptly to deliver excellent guest service.
- Stay current on all rates, promotions, and packages, and ensure the team is well-informed and prepared to communicate details accurately to guests.
- Respond to guest concerns with professionalism and care, resolving issues promptly and ensuring every guest leaves with a positive, lasting impression.
- Ensure all billing, payment and operational processes are executed accurately and in full compliance with hotel standards and policies.
- Prepare and distribute operational reports, forecasts, schedules, and payroll information as required to support front desk operations and management team
- Ensure loyalty members are recognized and valued, while motivating the Front Desk team to enroll non-members in the hotel’s loyalty program.
- Assist with the recruitment, onboarding, and continuous development of Front Desk team members, fostering engagement and service excellence.
- Act as Manager on Duty when required, providing leadership support, making key operational decisions, and ensuring prompt resolution of guest or service-related issues.
- All other duties as required
- **The above responsibilities are not all inclusive and may be amended from time to time.**_

**Who We're Looking For**
- Completion of secondary school diploma plus additional post-secondary courses in a related area, or equivalent
- Minimum 1-year front desk experience
- Previous supervisory experience preferred
- Must be flexible to workdays, evenings, weekends, holidays
- Excellent interpersonal and employee relations skills
- Strong decision making and problem-solving skills
- Ability to work under pressure while maintaining tact and diplomacy
- Must possess the ability to communicate effectively within a diverse team environment.
- Ability to work effectively and collaboratively in a multi-cultural environment with co-workers, managers, and guests.
- Posses a high degree of enthusiasm, initiative, and professionalism

**Why Join Us?**
- Join a supportive team that values your skills, dedication, and growth.
- Advance your career through hands-on experience and clear development opportunities.
- Be part of a reputable hotel known for delivering exceptional guest service and quality.
- Enjoy job stability, competitive benefits, and flexible scheduling that supports work-life balance.
- Create meaningful, memorable experiences for guests from all over the world.

At Holiday Inn Express & Suites Kingston Central, your work matters — every day you’ll contribute to a team committed to excellence and making every guest’s stay extraordinary. Join us and be part of something special

Owned and operated by Diamond Hotels Management Inc. we are committed to delivering exceptional, guest centric hospitality experiences, supporting our associates in meaningful ways, positively impacting the community and integrating sustainable tourism into every part of our business.

Working for our Holiday Inn Express & Suites Kingston Central property allows for many growth and development opportunities in each department and property, participating in fun, inclusive employee events, access to discounted Kingston Frontenacs Hockey Tickets, group insurance benefits for full-time employees, hotel discounts for you, your family and friends, and more
- We are committed to contribute to a systemic change in equity, diversity, and inclusion. Diamond Hotels is proud to be an equal opportunity employer. We commit to identify, prevent, and eliminate discrimination and harassment in all its forms with respect to race, color, ancestry, place of origin, physical or mental disability, sex, gender identity or expression, sexual orientation, age, religion, political belief, marital status, or family status of that person or that group or class of persons._
- We are further committed to compliance with all fair employment practices relating to citizenship and immigration status. In recruiting for our team, we want to know more about the collective sum of your experiences, knowledge, innovation, self-expression, and talent that you invest in your work. We encourage members of designated groups and Indigenous Peoples to self-iden