Overnight Support Manager jobs

About EXchange Hotel Vancouver

EXchange Hotel Vancouver is the flagship property of Executive Hotels & Resorts, an award-winning Canadian hospitality company. Located in the heart of downtown Vancouver, our 201-room, AAA Four-Diamond, ultra-modern boutique hotel combines the historic charm of the original Vancouver Stock Exchange with contemporary design, exceptional service, and innovative sustainability as Canada's largest LEED Platinum Heritage Conversion hotel. Recognized as the #3 Hotel in Canada in the 2026 TripAdvisor Travelers' Choice Awards, we take pride in creating memorable guest experiences through genuine hospitality and a supportive, team-focused culture. Whether welcoming international travelers, business professionals, or cruise guests, every member of our team plays an important role in delivering the personalized service that has made EXchange Hotel one of Canada's highest-rated hotels.

Job Summary

We are seeking a dedicated and professional Front Desk Supervisor to oversee the daily operations of our front desk team. The ideal candidate will possess exceptional customer service skills and a strong background in hospitality, ensuring that all guests receive a warm welcome and outstanding service. This role requires proficiency in managing multi-line phone systems and providing guest services in a fast-paced environment. Multilingual or bilingual candidates are highly encouraged to apply, as they will enhance our ability to serve a diverse clientele. The schedule is assigned based on seniority. For this position, most shifts will typically be from 3:00 PM to 11:30 PM.Responsibilities:Leadership & Team Development

• Report directly to the Front Office Manager (FOM) and serve as Manager on Duty in their absence.
• Support the leadership of the Front Desk team, including staff orientation, training, coaching, and ongoing development.
• Conduct performance reviews and provide constructive feedback to maintain high team performance.
• Foster a collaborative, professional, and positive work environment.
• Implement and uphold Standard Operating Procedures (SOPs), ensuring consistent service excellence and compliance with Front Office standards.

Guest Experience & Service Excellence

• Greet and check in guests efficiently and courteously, using the guest’s name whenever possible.
• Ensure accurate room assignments, requested room types, and proper rate application.
• Coordinate luggage delivery and issue correct room keys.
• Manage guest check-outs, confirm satisfaction, post late charges, present folios, and process payments accurately (credit card or cash).
• Handle guest inquiries, concerns, and complaints with professionalism and urgency, accommodating special requests whenever possible.
• Provide accurate information regarding hotel services, operating hours, in-house events, key personnel, and local directions.
• Respond promptly and effectively to guest requests in person and by phone.
• Review all special requests, VIP arrivals, and early arrivals at the beginning of each shift to ensure proper preparation and execution.
• Prepare and submit weekly incident reports, ensuring accurate documentation of guest concerns, operational challenges, and resolutions.
• Conduct follow-up reviews on incidents and guest complaints to ensure proper resolution and identify opportunities for service improvement.

Operations & Financial Accountability

• Maintain and reconcile a balanced cash float at the beginning and end of each shift.
• Process cash transactions, make change, and exchange foreign currency as required.
• Stay informed on promotional programs, new procedures, and ongoing projects, ensuring the team remains updated.
• Utilize multiple computer systems to manage reservations, guest check-in/check-out, mobile check-in, and guest requests.

Cross-Departmental Collaboration

• Accept reservations, modifications, and cancellations in the absence of Reservations staff.
• Answer and direct guest calls appropriately when Reservations Agents are unavailable.
• Assist Concierge, Bell Staff, and provide lobby coverage during high-volume periods or staff absences.
• Provide basic troubleshooting support for in-room amenities, including internet, television, and check-in kiosks.
• Work closely with the Bell/Door team to coordinate luggage handling, deliveries, and special requests.
• Partner with Housekeeping to ensure room readiness and seamless guest transitions.
• Proactively communicate any special accommodations or updates to relevant departments to ensure a seamless and elevated guest experience.

Additional Responsibilities

• Perform other duties as assigned to support hotel operations and ensure an exceptional guest experience.

Qualification:· Must have a passion for delivering outstanding service· Self-motivated, decisive, responsible and driven to achieve goals· Strong interpersonal skills, exceptional oral and written communication skills· Ability to think independently, possess good judgment, proven problem-solving skills and effective decision-making skills· Able to remain calm under pressure· Must be organized and detail oriented· Strong multi-tasking skills· Must be able to stand for an entire shift· Ability to work flexible hours, including days, evenings, nights, weekends, holidays and overnight shifts· Fluent in English. Proficiency of a secondary language would be an added advantage· Minimum 3 years experience as a Front Desk Supervisor· Relevant experience in a similar capacity in a luxury hotel· Proficient in Word, Excel and Outlook· Experience with property management systems would be an added advantage· College education in Hospitality preferred or equivalent experience. Job Type: Full-time

This position offers an opportunity to be part of a vibrant team dedicated to delivering outstanding guest experiences. We value professionalism, hospitality expertise, and a proactive approach in our Front Office Supervisor.

Pay: $28.61-$33.66 per hour

Benefits:

• Company events
• Dental care
• Employee assistance program
• Extended health care

Application question(s):

• Are you comfortable with primarily working 3pm-11:30pm five days per week?
• Are you familiar with Opera Cloud?
• Have you or are you working in an AAA Four or Five Diamond Hotel?

Work Location: In person