Front Desk Supervisor-Hilton Experience Mandatory

Job Title: Front Desk Supervisor
Location: Homewood Suites by Hilton North Bay – 495 Oak St W, North Bay, ON P1B 2T3, Canada
Position Type: Full-Time

Position Summary

Homewood Suites by Hilton North Bay is seeking a professional, high-energy, and leadership-driven Front Desk Supervisor to oversee our front office operations and deliver an exceptional "Welcome Home" experience to our guests. Located directly across from Lake Nipissing in downtown North Bay, our all-suite hotel caters to families, corporate travelers, and extended-stay guests who value comfort, quality, and exceptional service.As a Front Desk Supervisor, you will lead the front desk team, ensure seamless daily shift operations, and serve as a primary point of contact for guest relations. This role balances administrative coordination, staff coaching, and active hands-on customer service to maintain Hilton's high standards of hospitality.

Key Responsibilities

• Supervise, coach, and support front desk agents to ensure efficient daily check-in, check-out, and guest accommodation processes.
• Oversee shift preparation, complete cash drops, balance change funds, and audit daily deposits to ensure strict compliance with financial procedures.
• Manage front office scheduling based on occupancy forecasts and ensure shift coverage during peak times or short-notice call-outs.
• Resolve guest complaints or system issues promptly and professionally, logging critical communication for management review.
• Monitor guest feedback, review post-stay surveys, and actively work with the team to achieve top-tier performance metrics.
• Collaborate with housekeeping, maintenance, and breakfast service teams to ensure room availability, property cleanliness, and seamless coordination for guest requests.
• Assist in setting up property-specific amenities when required, such as supporting the weekly complimentary Wednesday evening social or coordinating guest conveniences.
• Maintain comprehensive knowledge of safety, security, and emergency procedures.

Qualifications and Requirements

• Minimum of 1–2 years of experience in hotel front desk operations or a closely related hospitality supervisory role.
• Previous experience with Hilton brand standards and PEP or OnQ Property Management System (PMS) is highly desirable.
• Strong leadership, conflict-resolution, and organizational skills with an ability to manage multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills.
• Proficiency in handling financial transactions, basic cash accounting, invoicing and administrative documentation.
• Flexible availability to work varying shifts, including mornings, evenings, weekends, and holidays as required by hotel occupancy.

What We Offer

• Competitive hourly wage based on experience.
• Opportunities for career advancement within the Hilton brand family.
• Employee travel discounts through the Hilton Go Program.
• A supportive, team-oriented work environment in a premier downtown North Bay property.

Other responsibilities and qualifications to be provided during the interview process.

CANDIDATE MUST BE AVAILABLE TO WORK ALL SHIFTS 7AM-3PM, 3PM-11PM, 11PM-7AM AS NEEDED HOWEVER PRIMARY SHIFTS WILL BE 3PM-11PM/5PM-2AM

MUST BE AVAILABLE TO WORK MOST WEEKENDS AND HOLIDAYS.

CANDIDATE MUST RESIDE IN NORTH BAY

Join our team to create memorable experiences for our guests!

Job Type: Full-time

Pay: From $19.50 per hour

Expected hours: 35.0 – 40.0 per week

Benefits:

• Company events
• Dental care
• Discounted or free food
• Extended health care
• On-site parking
• Paid time off
• Vision care

Ability to commute/relocate:

• North Bay, ON P1B 2T3: reliably commute or plan to relocate before starting work (required)

Experience:

• Hotel Front Desk: 3 years (required)
• Hotel Management: 5 years (required)

Work Location: In person