Front Office SupervisorFront Office Supervisor

<h1> </h1> <h2>About Us</h2> <p>Joining <strong>Courtyard Montréal Airport</strong> and <strong>Residence Inn Montréal Airport</strong> means becoming part of two complementary hotels where comfort, modernity, and service excellence come together.</p> <p>Located near Montréal–Trudeau International Airport, our recently renovated properties offer a distinctive experience for both business and leisure travelers. At the heart of our culinary offering, <strong>Il Soffio Restaurant & Bar</strong> features Italian cuisine in a chic and welcoming atmosphere.</p> <p>By joining our team, you will become part of a dedicated, professional, and collaborative workforce within <strong>Marriott International</strong>, a globally recognized hospitality leader known for its high standards of excellence and career development opportunities.</p> <h2>Role and Mission</h2> <p>Reporting to the Front Office Manager and Assistant Front Office Manager, the Front Office Supervisor oversees the daily front desk operations at Courtyard Montréal Airport and Residence Inn Montréal Airport. When required, the supervisor acts as the <strong>Manager on Duty (MOD)</strong>, ensuring smooth hotel operations in accordance with Marriott policies, hotel procedures, and service standards.</p> <p>The successful candidate supports, guides, and motivates front desk agents, resolves operational issues, and makes the necessary decisions to ensure guest satisfaction while protecting the hotel's interests.</p> <h2>Key Responsibilities</h2> <h3>Leadership and Team Management</h3> <ul> <li> <p>Supervise the daily operations of the front desk.</p> </li> <li> <p>Serve as a resource for front desk agents throughout their shifts.</p> </li> <li> <p>Lead by example through a professional, respectful, and service-oriented approach.</p> </li> <li> <p>Foster a positive and collaborative work environment.</p> </li> </ul> <h3>Operations Management</h3> <ul> <li> <p>Assume operational responsibility for the hotel when designated as Manager on Duty.</p> </li> <li> <p>Conduct a thorough review of hotel operations at the beginning and end of each shift.</p> </li> <li> <p>Review, approve, and follow up on shift reports before they are submitted.</p> </li> <li> <p>Ensure all outstanding tasks are completed before the end of the shift or properly handed over to the next manager or supervisor.</p> </li> <li> <p>Maintain ongoing communication with other departments.</p> </li> </ul> <h3>Guest Services</h3> <ul> <li> <p>Provide a warm, professional, and personalized welcome to all guests.</p> </li> <li> <p>Handle guest complaints professionally and independently.</p> </li> <li> <p>Take the necessary initiative to restore guest satisfaction.</p> </li> <li> <p>Authorize service recovery measures and compensation in accordance with hotel policies.</p> </li> <li> <p>Follow up with guests after resolving an issue to ensure their satisfaction.</p> </li> </ul> <h3>Communication</h3> <ul> <li> <p>Promptly notify management when a situation requires their intervention.</p> </li> <li> <p>Ensure a complete handover of important information between shifts.</p> </li> <li> <p>Communicate clearly and effectively with the teams at both hotels.</p> </li> </ul> <h2>Candidate Profile</h2> <h3>Education and Experience</h3> <ul> <li> <p>College or university degree in hotel management, tourism, business administration, or an equivalent combination of education and experience.</p> </li> <li> <p>Relevant front desk experience in a structured hotel environment.</p> </li> <li> <p>Previous supervisory experience is an asset.</p> </li> <li> <p>Proficiency with hotel technology and systems, including property management systems (PMS) and reservation systems.</p> </li> </ul> <h3>Skills and Competencies</h3> <ul> <li> <p>Strong ability to work independently.</p> </li> <li> <p>Initiative and sound judgment.</p> </li> <li> <p>Excellent communication skills.</p> </li> <li> <p>Effective prioritization and time management.</p> </li> <li> <p>Ability to manage stressful situations.</p> </li> <li> <p>Strong guest service orientation.</p> </li> </ul> <h3>Requirements</h3> <ul> <li> <p>Fluency in both French and English.</p> </li> <li> <p>Availability to work day, evening, and overnight shifts, as well as weekends and statutory holidays, according to operational needs.</p> </li> </ul> <h2>About Urgo Hotels Canada</h2> <p>With more than <strong>40 years of expertise</strong>, Urgo Hotels Canada is a leading player in hotel management and development. Since establishing our strategic partnership with <strong>Hersha Hospitality Management (HHM)</strong> in 2022, we have become part of a network of <strong>more than 235 hotels across North America</strong>, including several properties in Quebec and Ontario.</p> <p>Guided by our core values, we strive to create engaging work environments and deliver memorable guest experiences.</p> <h2>Language Requirements</h2> <p><strong>Fluency in both French and English is required for this position.</strong> More than 50% of our business and leisure guests are international travelers. The successful candidate must communicate effectively in both languages with guests, team members at both hotels, and various stakeholders, particularly when welcoming guests, resolving complaints, and managing hotel operations as Manager on Duty.</p> <h2>Employment Equity</h2> <p>Urgo Hotels Canada is committed to employment equity, recruiting a diverse workforce, and maintaining an inclusive workplace culture. We do not discriminate on the basis of gender, ethnic origin, religion, sexual orientation, age, disability, or any other ground protected under provincial or federal law.</p> <p><em>Gender-specific language is used for readability purposes only.</em></p>