Front Office Supervisor

Hyatt Hotel Corporation has redefined the hotel experience that reflects the Hindi meaning of "Andaz: personal style". Local inspirations, simplified luxuries, uncompromised service, and leading-edge design all create the Andaz concept which is growing worldwide. Personal, uncomplicated, vibrant....what do these words mean to you? Do they describe you or even more, the way you love to work and the people you want to work with? If so, then come be a part of this team!

Our colleagues select us because we provide amazing opportunities, growth and development, a caring and inclusive culture, and fantastic benefits like:

• Discounted lodging accommodations at Hyatt worldwide
• Discounts on food and beverage
• Discounted transit passes
• Wellbeing programs
• Recognition programs
• Tuition reimbursement
• Excellent training and professional development

We are proud to be recognized as one of the 'Great Place to Work' in Canada for 2025.

The primary purpose of the Front Office Supervisor is to provide leadership to the front desk team, ensuring understanding of policies and protocols. The Supervisor is a listening ear and a compassionate face for both our guests and our team members. The Supervisor has a strong grasp of Hyatt and Andaz knowledge and is able to distinguish when problems that arise are within their realm or whether they need to be passed along for further escalation.

The Supervisor will assist the Front Office Manager in running the day-to-day activities of the Guest Relations, Valet, Night Audit, and Bell Staff. This position will help lead the front office operations to deliver a seamless and memorable service experience for every guest, from pre-arrival to departure. By embracing and modeling Andaz’s values, they will work to ensure the complete handling of guest needs and the professional and timely resolution of guest issues. Supervisors will help monitor employees and hold them accountable; ensure that responsibilities are met, and assignments are carried out in accordance with our high standards; and will help motivate, train, and develop assigned staff.

Responsibilities include:

• Ability to provide leadership support to desk hosts during some opening and closing shifts without a manager present
• Ability to ensure checklist items are completed on a daily basis with a high degree of accuracy and efficiency
• Ideally provides first response to emails regarding guest requests for folios, responds to other departments, as well as maintaining Call Log alongside all other leadership team members.
• Takes initiative to begin learning the process of billing and will eventually grow to complete billing with assistance as needed
• Engage in learnings that will familiarize team members with our Luxury and Loyalty programs for all guests
• Execute and maintain tasks related to supply orders, weekly inventory, and par levels as delegated by FOM
• Communicate kindly and effectively with team members to create a smooth flow of business at the desk/bell
• Projects and education as assigned by leadership
• Holds the team accountable through coaching and providing guidance
• Actively participates as the manager on duty (applicable to evening shifts)
• Expectation to be at desk alongside hosts; if two hosts, supervisor to work nearby to be available as needed

Visa Requirements: Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Minimum qualifications include:

• A true desire to satisfy the needs of others in a fast-paced environment.
• Refined verbal and written communication skills.
• Ability to stand for long periods of time.
• Experience and a thorough understanding of Front Office operations.
• Demonstrated ability to effectively interact with a variety of people from many backgrounds
• Experience with Opera, Colleague Advantage, and Hyatt systems preferred
• Possess the following strengths: motivational and compassionate leader, ability to function both independently and as part of a team, unafraid to ask questions, and able to provide exceptional customer service
• Excellent organizational and administrative skills
• Superb written and verbal communication skills in a customer service setting
• Ability to work mornings, afternoons, evenings, and overnights (if required)