Front Desk Supervisor

Nova Hotels is a Canadian, family-owned and operated hotel group with 13 full and limited-service hotels across Alberta, Saskatchewan, and the Northwest Territories. At Nova, hospitality starts with people. We care about creating comfortable stays for our guests, memorable experiences for our clients, and a supportive workplace for our teams.

Whether we are welcoming a guest after a long day of travel, helping resolve an unexpected issue, supporting a team member during a busy shift, or working across departments to keep the hotel running smoothly, our team shows up with care, accountability, and a willingness to find a way.

We are looking for a full-time Front Desk Supervisor to join the team at Chateau Nova Yellowknife. This is a hands-on leadership role for someone who enjoys working directly with guests, supporting a diverse team, and being at the centre of the hotel’s daily operation.

About the Role

Reporting to the Front Office Manager, the Front Desk Supervisor supports the day-to-day operation of the Front Desk and helps ensure every guest receives a warm, professional, and consistent experience.

You will lead by working alongside the team. This includes supporting arrivals and departures, responding to guest concerns, coaching Front Desk and Night Audit team members, coordinating with other departments, and stepping in when the unexpected happens.

This role is well suited to someone who is approachable, dependable, organized, and comfortable making decisions in a busy hotel environment. You can balance friendly service with clear expectations and remain calm when several priorities need attention at once.

You understand that the Front Desk sets the tone for the guest’s stay. You take ownership, follow through, and help create an environment where guests feel welcomed and team members feel supported.

This is a permanent, full-time position with a minimum of 30 hours per week. The schedule includes days, evenings, weekends, and holidays.

What You Will Do

Your responsibilities will include:

• Lead, support, coach, and motivate Front Desk and Night Audit team members.
• Create a welcoming and efficient arrival and departure experience for guests.
• Respond to guest questions, requests, and concerns, taking ownership until the issue is resolved.
• Support the Front Desk during busy periods, staffing shortages, and unexpected operational challenges.
• Ensure room assignments, group blocks, special requests, and VIP arrangements are accurate and properly communicated.
• Maintain clear shift pass-ons and strong communication between the Front Desk, Housekeeping, Maintenance, Food and Beverage, and hotel leadership.
• Conduct regular hotel walkthroughs, identify concerns, and follow up with the appropriate department.
• Prepare biweekly Front Office schedules based on business needs, employee availability, service expectations, and labour costs.
• Maintain current knowledge of daily arrivals, departures, groups, events, special requests, and hotel activity.
• Support the management of online travel agency inventory, room availability, and rate strategies.
• Prepare travel agent commission reports accurately and on time.
• Follow Nova Hotels’ accounts receivable, cash-handling, and financial procedures.
• Complete required month-end Front Office procedures and provide information to the Accounting team by established deadlines.
• Support employee onboarding, training, coaching, performance discussions, and reviews.
• Help the hotel achieve its goals related to guest satisfaction, revenue, labour management, operational performance, and workplace culture.
• Implement and follow hotel policies, operating procedures, safety requirements, and service standards.
• Complete other duties and projects based on the needs of the hotel.

What You Bring

• You are legally entitled to work in Canada.
• You communicate fluently in English, both verbally and in writing.
• Previous hotel or Front Desk experience is required.
• Previous supervisory or team leadership experience is preferred.
• A college or university diploma in hospitality or hotel management is an asset.
• Experience with hotel property management systems, online travel agencies, room inventory, or hotel accounting processes is an asset.
• You are available to work days, evenings, weekends, and holidays.
• You are comfortable working independently and making sound decisions when senior management is not immediately available.

What Will Help You Succeed

You are someone who:

• Genuinely enjoys helping people and creating positive guest experiences.
• Treats guests and team members with patience, fairness, and respect.
• Takes responsibility and follows through on commitments.
• Remains calm and professional when handling complaints or difficult situations.
• Looks for practical solutions rather than waiting for someone else to solve the problem.
• Communicates clearly across departments and understands that hotel operations require teamwork.
• Can coach employees, provide feedback, and hold people accountable respectfully.
• Is organized and able to prioritize competing demands.
• Pays close attention to details involving reservations, payments, guest information, and reporting.
• Handles confidential and financial information responsibly.
• Is dependable, punctual, and willing to step in when the team needs support.
• Takes pride in doing the job properly and looks for ways to improve the guest and employee experience.

Physical Requirements

This position involves frequent standing and walking, as well as bending, reaching, and kneeling. The employee must be able to lift, carry, or move items weighing up to 20 pounds.

What We Offer

• Competetive wages & extended health benefits plan.
• Employee meal program.
• Staff hotel rates at Nova Hotels across Alberta, Saskatchewan, and the Northwest Territories.
• Friends and family hotel rates.
• Employee discounts at participating food and beverage outlets.
• Opportunities to build leadership experience within a Canadian, family-owned hotel group.

Living and Working in Yellowknife

Yellowknife offers an experience unlike anywhere else in Canada. It combines a close-knit community with incredible northern landscapes, long summer days, winter activities, and some of the best opportunities in the world to see the aurora borealis.

Living and working in the North also requires adaptability, independence, and a willingness to become part of the community. For the right person, Yellowknife provides an opportunity to take on meaningful responsibility, build strong hospitality experience, and enjoy a lifestyle that is difficult to find anywhere else.

Join Our Team

We thank all applicants for their interest in Nova Hotels. Only those selected for an interview will be contacted.

Nova Hotels is committed to creating an inclusive and accessible workplace where employees and guests feel valued, respected, and supported. We encourage applications from the diverse communities in which we live and work, including Indigenous peoples, racialized people, persons with disabilities, and people of all sexual orientations, gender identities, and gender expressions.

Accommodation is available throughout the recruitment process. Applicants requiring accommodation may contact our People and Culture department.