Front Desk Supervisor, Overnight

The Pearle Hotel & Spa – Burlington's premier luxury hotel and spa is located on the stunning shores of Lake Ontario. Founded by the Ciancone family in 1936, Pearle Hospitality prides itself on providing guests with genuine and thoughtful experiences.

Our vision is to create positive human connection and we do so by living our values; Collaboration, Kindness, Quality and Perseverance.

We are seeking an energetic and dedicated professional committed to elevated hospitality. The Front Desk Supervisor, Overnight possesses refined guest service skills, ensuring thoughtful and memorable experiences for guests. Intuitive and detail-oriented, they attuned to guests' needs while maintaining a commitment to quality and kindness. They focus on continuous improvement and heightened guest satisfaction to drive operational success.

Duties & Responsibilities

• Provide exceptional guest service, proactively addressing inquiries, managing special requests, and offering personalized recommendations for local experiences.
• Oversee arrivals and departures, ensuring a seamless check-in/check-out process while handling reservations and queue rooms efficiently.
• Manage guest service recovery in the moment, resolving concerns promptly, documenting issues appropriately, and following up with gestures such as apology notes or amenities when needed.
• Take ownership of the lobby and guest floors, ensuring cleanliness, safety, and an inviting atmosphere. Report and follow up on maintenance or asset care issues to ensure timely resolution.
• Oversee lost and found operations, ensuring proper logging, guest communication, and necessary investigations.
• Maintain a well-organized and fully stocked supply room, ensuring proper inventory levels and compliance with safety standards while coordinating restocking needs.
• Supervise daily checklists, ensuring all operational tasks are completed to standard.
• Manage shifts effectively, coordinating the team, delegating tasks, and ensuring smooth transitions, especially in the absence of the Front Desk or Duty Manager.
• Lead by example, supporting the front desk team in maintaining high service standards while coaching, mentoring, and training team members in policies, procedures, and systems.
• Act as a systems expert, assisting with operational queries and ensuring team adherence to all hotel system standards.
• Review reservations for accuracy, providing coaching and guidance to enhance efficiency.
• Monitor daily scheduling to ensure adequate staffing for business needs.
• Answer phones, greet guests, assist with reservations, and handle financial procedures, including replenishing cash floats.
• Understand and implement emergency procedures, including fire, theft, accidents, and guest evacuations, ensuring guest and team safety.
• Assist Valet and Bell Team with parking and luggage support as needed, ensuring smooth guest arrivals and departures.
• Handle and document incident and accident reports accurately, following up as required.
• Maintain First Aid certification and act as a Health & Safety advocate, ensuring compliance and providing staff training as needed.
• Coordinate and plan team workshops in collaboration with management to enhance skills and drive continuous improvement.
• Seek opportunities for professional development, taking initiative to enhance skills and knowledge for career growth.
• Adapt to business needs, including working flexible hours when required.

This shift is for overnight only

Additional Duties:

In addition to the accountabilities listed above, there may be other duties as assigned by your manager. These duties may vary slightly depending on the property.

Qualifications & Experience

• Hospitality Management degree is an asset
• "G" class driver's license with a clean driving record
• Minimum 2-3 years hospitality management experience, fine hotel experience preferred.
• Previous experience in a supervisory role is an asset.
• Previous use of Micros, Open Table, Book4Time and Opera PMS an asset.

Advantages of joining The Pearle Hotel & Spa Team:

• Competitive salary and benefits package.
• Discounts at all Pearle Hospitality properties (restaurants, hotels, and spas).
• World-wide Marriott Discounts
• Training and Development to support personal & professional growth.
• Career opportunities across all Pearle Hospitality properties.
• A fun place to work with an amazing team & company culture.
• Employee & Family Assistance Program
• Extended health & dental care benefits
• Life insurance

Pearle Hospitality and affiliated companies, including The Pearle Hotel & Spa, accommodate the needs of job applicants throughout its recruitment and selection processes in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Accommodation needs must be provided in advance. To discuss your needs, please contact the individual noted in the posting.

Job Type: Full-time

Pay: From $25.00 per hour

Benefits:

• Company events
• Dental care
• Discounted or free food
• Employee assistance program
• Extended health care
• Life insurance
• Vision care

Ability to commute/relocate:

• Burlington, ON L7R 0G3: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Are you presently or have you ever been employed by any affiliated Pearle Hospitality properties? If YES, List location (ETT: Bread Bars, The Pearle Hotel & Spa, Cambridge Mill, Elora Mill Hotel & Spa, Ancaster Mill, Spencer's At The Waterfront, Whistle Bear Golf Club)

Experience:

• front desk supervisor: 1 year (required)

Work Location: In person