Front Desk Supervisor

At the Element by Westin Calgary Downtown, we believe our employees are the heart and soul of our guest experience. We are committed to fostering a culture of inclusivity, innovation, and personal growth. By joining our team, you’ll be part of a dynamic environment that values sustainability, wellness, diversity, and a passion for excellence.

Element by Westin Calgary Downtown is an all-suite hotel located in Calgary’s vibrant west-end focused on the wellness of our guests and associates alike, with features like an extensive fitness center, healthy breakfast options and our explore-ready Bikes to Borrow program. Our pet-friendly hotel offers suites with fully equipped kitchens, ideal for longer stay guests. In our lobby, you’ll find Wander Café, a relaxed and airy local hangout, while the 12th floor offers Bow & Bend, our signature restaurant and lounge featuring a scenic rooftop patio.

We are seeking a passionate and service-driven Front Desk Supervisor to support the daily operation of our Front Office team. This hands‑on leadership role is responsible for providing shift leadership in the absence of a manager and ensuring exceptional guest experiences, championing brand standards, and supporting the onboarding and development of new associates.

The Front Desk Supervisor is expected to lead by example, maintain a high level of professionalism, anticipate guest needs, and ensure that hotel standards, safety procedures, and operational policies are consistently followed.

• Provide the highest quality of service to guests at all times and promote a welcoming, professional front desk environment.
• Supervise and support Front Desk Associates in the daily operation of the Front Desk.
• Check guests in and out efficiently, accurately, and courteously during peak periods or as operational needs require.
• Answer the telephone and switchboard using proper telephone etiquette, take messages, and respond to guest inquiries.
• Handle guest mail, messages, wake‑up calls, safe deposits, and other guest requests in accordance with established procedures.
• Take and process reservation requests accurately and efficiently.
• Block rooms and coordinate special requests, ensuring guest preferences and requirements are communicated to the appropriate departments.
• Maintain thorough knowledge of hotel staff, room locations, room types, rates, amenities, services, selling strategies, and hotel policies.
• Monitor room availability and assist the General Manager and/or Assistant General Manager with yield management, restrictions, and inventory controls.
• Ensure proper and timely delivery of guest special requests.
• Maintain an employee culture of attentiveness and anticipation of guest needs.
• Meet with guests regularly to solicit feedback and determine satisfaction with hotel services and facilities.
• Respond appropriately to guest concerns and complaints and elevate issues to management when necessary.
• Ensure guest lost‑and‑found inquiries are properly communicated to management or the appropriate department.
• Maintain the cleanliness and professional appearance of the Front Desk, lobby, and back-office areas.
• Ensure proper uniform, nametag, and standards of appearance are maintained.
• Provide daily direction, coaching, and support to Front Desk Associates.
• Assist employees with hotel systems and training programs.
• Monitor employee performance and provide feedback, coaching, and training as appropriate.
• Ensure effective communication between shifts through pass‑on logs, communication logs, department meetings, and hotel meetings.
• Be available to Front Desk Associates for operational questions and provide guidance…