Front Desk Supervisor - Metcalfe Hotel Montreal

Operating in the hospitality and restaurant industry for nearly 50 years, Gray Collection is an award-winning group of authentically local hotels and restaurants that offer travelers from around the world the experience of friendly luxury. Among our establishments are Maggie Oakes, Jacopo, Vieux-Port Steakhouse, Pincette, Bevo Bar+Pizzeria, Restaurant Gaspar, Terrasse le Perché, Terrasse William Gray, and Terrasse sur l’Auberge.

Under the supervision of the Director of Rooms Division, the ideal candidate has a natural talent for hospitality and strives to exceed expectations to create memorable guest experiences. Their industry experience has equipped them to provide their team with the guidance and support needed to perform successfully. Organized and highly skilled at prioritizing tasks, the Front Desk Supervisor plays an active role in ensuring smooth daily operations. Warm, professional, and guest-focused, they maintain an open and empathetic approach to customer service while fostering effective communication with both internal and external stakeholders.

RESPONSIBILITIES

• Support the Director of Rooms Division in the management of the department and ensure smooth operations in their absence.
• Implement and enforce front desk policies, procedures, and company standards.
• Ensure guest satisfaction during and after service delivery and handle guest complaints when necessary.
• Welcome guests warmly upon arrival and departure.
• Manage both the administrative and guest service aspects of the check-in and check-out process.
• Answer and direct incoming telephone calls.
• Advise and assist guests with concierge services to enhance their Montréal experience.
• Ensure the cleanliness and presentation of public areas.
• Facilitate effective communication between shifts.
• Identify recurring issues and recommend improvement opportunities.
• Maintain guest confidentiality at all times.

QUALIFICATIONS

• Diploma in Hotel Management or a related field, considered an asset.
• Minimum of two (2) years of experience as a Front Desk Agent in a hotel environment.
• Minimum of two (2) years of experience in a supervisory or similar role.
• Good knowledge of hotel management software (Opera, an asset) and Microsoft Office Suite.
• Positive and inspiring leadership skills.
• Excellent organizational and time management skills, including the ability to establish priorities for themselves and their team members.
• Flexible availability, including days, evenings, and weekends.
• Excellent verbal and written communication skills in both English and French.

BENEFITS:

• Group insurance plan with telemedecine
• Group RRSP and DPSP (Deferred Profit Sharing Plan)
• 50% employee discount at all of our establishments for the employee and up to 3 guests
• Discounts with our business partners (transportation, wellness, leisure)
• Company culture that values employees
• Employee recognition events
• Growing company with opportunities for career development and personal growth

We thank you for your interest. Only individuals selected to be interviewed will be contacted.

*In this document, we have made an effort to use neutral language suitable for all individuals, regardless of gender. However, certain terms, job titles, and sentence structures may require us to use the masculine form as a neutral gender. We wish to inform you of this. As we prioritize an inclusive work environment, we welcome all individuals, regardless of gender, to apply.

*Knowledge of English (spoken) is required for this position due to the frequent and necessary interactions with an English-speaking and international clientele in a tourism environment and in close collaboration with several partner hotels. The incumbent must independently welcome, inform, and assist guests. Communication in English is essential to the performance of the duties, the quality of service provided, and, where applicable, safety requirements, and cannot reasonably be delegated to another employee.