When your industry is hospitality, the people are key.

The Drake has humble beginnings, with a small team of entrepreneurial spirits whose energy has transformed into a growing group of dreamers + doers. As a leading hotel, hospitality + lifestyle brand in Canada, [and winner of Canada's Top Small + Medium Employers, might we add... The Drake is an ever-expanding cultural hub that brings communities together around one-of-a-kind experiences that blend food + drink, art + music, meetings + weddings and unforgettable hotel stays, all delivered by some of the best people you'll ever meet.

An experiential lifestyle brand that delivers the true Canadian experience through the creation of neighbourhood hubs that celebrate the communities we are in. We bridge the art of the moment and intentional hospitality to ignite curiosity within the modern traveller.

The Guest Services Supervisor plays a central role in a thriving boutique hotel environment and is a key member of the property's Management team. A seasoned hospitality professional, you manage the overall guest experience to ensure 100% guest satisfaction. Reporting to the Rooms Division Manager, the Guest Services Supervisor's primary responsibility is paying close attention to guest's requirements pre, post, and during their stay and fostering a service-first environment.

A team player and an effective leader, you understand the importance of a seamlessly integrated Hotel and Food + Beverage experience to fulfill and exceed guest expectations and to maintain our best-in-class position locally and internationally, and as such you set an example and foster a climate of cooperation across departments.

Guest Experience, Front Desk Operations and Team Development

• Provide exemplary guest services at the Hotel Front Desk. Leading by example to develop a culture of guest-first engagement.
• Work with the Hotel management team on developing and training on enhanced departmental policies, standards and procedures.
• Train and execute Front Desk programs including upselling, yielding and any other special offers.
• Performs ‘spot' room and hallway checks daily, to ensure highest level of cleanliness achieved 100% of the time.
• Greeting all guests with enthusiasm, prepared to provide information regarding all aspects of what The Drake has to offer.
• Ensures all aspects of room reservation protocol are followed, including bookings, room rates, packages, room types, confirmations + cancellation policies.
• Follows Drake check in and out procedures, ensuring mandatory details are covered while building genuine rapport + relationships with guests.
• Responds to all guest requests in a timely manner with follow up communication to ensure 100% guest satisfaction.
• Responsible for monitoring hotel lobby cleanliness and maintaining high standards of cleanliness at all times.
• Assigning rooms efficiently and taking care of administrative duties.
• Processing guest payments correctly according to Drake financial protocols.
• Concierge Ambassador: be a source of information to guests on various matters such as transport and neighborhood + restaurant advice.
• Accommodating general and unique requests, empowered to go above and beyond independently to ensure a spectacular guest experience.
• Diffusing conflict or tense situations with guests using strong de-escalation management skills.

Requirements

• Minimum two years of hands-on experience in front desk operations.
• Experience as a Guest Service Agent (GSA) or Front Desk Supervisor is preferred.
• Proficiency in Microsoft Office Suites, specifically Microsoft Excel.
• Proficiency in Opera or Opera Cloud Property Management System (PMS).
• Strong understanding of daily hotel operations, guest interactions, and problem-solving.
• Exceptional communication, written and interpersonal skills.
• Excellent customer service skills with a passion for guest satisfaction.
• Ability to speak multiple languages are considered an asset.

Benefits

We pride ourselves in providing strong leadership and development opportunities for passionate hospitality professionals who are looking to build rewarding, long-term careers. Drake offers a competitive compensation, bonus, and benefits package, employee discounts, training + development support and many other unique perks as a part of joining the Drake team.

The Drake Hotel is an equal opportunity employer. We are committed to fostering a positive, supportive, and creative environment at Drake Hotel Properties that promotes equity, inclusiveness and diversity. We welcome job applications from candidates of all backgrounds including, but not limited to, BIPOC (Black, Indigenous, People of Colour); refugees, newcomers, and immigrant persons; two-spirit, LGBTQ+ and gender non-binary persons, and persons with disabilities. Please advise us of any accommodations needed to ensure you can access and complete the submissions process.