Front Desk Clerk/Front Desk Supervisor-Manager

Front Desk Clerk / Front Desk Supervisor–Manager

Pay Range: $16.00-$23.00 per hour depending on position

Position Summary
The Front Desk Clerk / Front Desk Supervisor–Manager plays a key role in delivering exceptional guest service and ensuring smooth front office operations. This position may be filled at the Clerk or Supervisor/Manager level depending on experience and qualifications. The role serves as the first point of contact for guests and supports daily hotel operations while upholding service standards, policies, and brand expectations.

Essential Duties & Responsibilities

Guest Services (All Levels)

• Greet guests promptly and professionally, creating a welcoming first impression
• Perform accurate guest check‑ins and check‑outs in accordance with hotel procedures
• Answer and direct incoming phone calls using proper phone etiquette
• Process payments, room charges, adjustments, and cash handling accurately
• Provide information about hotel amenities, policies, and local attractions
• Respond to guest inquiries, concerns, and complaints in a courteous and timely manner
• Coordinate with housekeeping, maintenance, and other departments to meet guest needs
• Maintain accurate guest records in the property management system (PMS)
• Follow all safety, security, confidentiality, and company policies
• Assist with night audit or other operational tasks as assigned

Supervisory & Management Responsibilities (Supervisor/Manager Level)

• Supervise front desk operations during assigned shifts
• Lead, coach, and support front desk staff to ensure service excellence
• Assist with scheduling, training, onboarding, and performance feedback
• Monitor front desk accuracy, service delivery, and operational efficiency
• Handle escalated guest issues and service recovery situations
• Ensure compliance with brand standards, hotel policies, and procedures
• Prepare daily reports, logs, audits, and front office documentation
• Oversee cash handling, shift balancing, and billing accuracy
• Act as Manager on Duty when assigned
• Support overall guest satisfaction, revenue protection, and operational goals

Qualifications

Front Desk Clerk Level

• High school diploma or equivalent required
• Prior customer service or hospitality experience preferred
• Strong communication and interpersonal skills
• Ability to multitask in a fast‑paced environment
• Basic computer skills; hotel PMS experience preferred
• Flexible availability, including evenings, weekends, and holidays

Front Desk Supervisor / Manager Level

• Minimum of 2 years of Front Office/Guest Services experience required.
• Previous Management/Supervisory experience required.
• Previous work with loyalty programs and guest relations considered an asset.
• Previous experience with IHG Hotel brands and standards considered a valuable asset.
• University or College degree in Hotel and Restaurant Management/ Business Administration considered an asset.
• Health & Safety Committee experience is considered an asset.
• Knowledge of Opera an asset.

Physical Requirements

• Ability to stand for extended periods
• Ability to lift 25–30 pounds occasionally
• Ability to move throughout the property as needed

This position may be filled at the Front Desk Clerk or Front Desk Supervisor/Manager level based on experience, qualifications, and business needs.

Pay: $16.00 - $23.00 per hour

Benefits:

• Employee discount

Work Location: In person

Salary : $16 - $23