Front Office Manager

6 months ago

Whistler, Canada Summit Lodge Boutique Hotel Full time

**About us**:
Summit Lodge Boutique Hotel is a Top 10 Hotel in Canada as reviewed by TripAdvisor, 2021. We're a family-feel team that loves to work and play together. We're now hiring a Front Office Manager as our team moves forward in expanding globally.

Our dedication and sincerity to our guests are what enables us to achieve brand loyalty and admiration. In our service, we use our personalities and bring out our values - selflessness, trustworthiness, approachability and playfulness - to our guest experience.

As a team, we connect with each other and encourage one another to curate experiences for ourselves, one another, and our guests. We nurture growth and encourage the best of each other’s individual personalities to shine through to each other and our guests.

**Job Description**:
This role is responsible for the day-to-day operations of the front desk. The Front Office Manager works closely with all department heads to ensure an exceptional guest experience from check in to check out. Working with the team, they dream up new ways to surprise our guests.

**Job Requirements**:

- Lead the front desk team, ensuring friendly and efficient guest service during all interactions
- Handle any guest complaints, winning the hearts of guests, not arguments
- Manage the day-to-day operations of the front desk, including check-in, check-out, and cashiering procedures
- Cover front desk duties when necessary
- Oversee room assignments, ensuring accuracy and adherence to guest preferences
- Recruit, train, and supervise employees on daily checklists, company policy, and security procedures
- Create and maintain schedules for the front desk team, ensuring all positions are covered for the duration of the shift
- Work with team members to provide support, coaching, encouragement & direction
- Monitor room availability and maximize occupancy through effective room inventory management
- Implement upselling techniques to enhance revenue and guest satisfaction
- Perform bookkeeping, reservations, and clerical duties
- Monitor and control expenses related to front office operations
- Assist with budget planning and forecasting
- Sets goals, tasks and objectives that align with Summit Lodge’s mission, vision, and values
- Adapt to changes in the workplace while supporting your team and implementing new procedures
- Liaise with other departments, such as housekeeping, maintenance, and food and beverage, to ensure seamless coordination and guest satisfaction
- Communicate special requests or guest preferences to relevant departments
- Takes ownership & responsibility for the quality and timeliness of work commitments

**Qualifications**:

- High school diploma or equivalent; bachelor’s degree or certification in management in related field preferred
- 2+ years of previous hotel experience as a front office manager or a related role preferred
- Proficient computer skills, including Microsoft Office Suite and Property Management Software
- Solid customer service skills
- Able to resolve disagreement and conflict
- Excellent leadership, team building, and management skills
- Excellent verbal and written communication skills

**Benefits**:

- Competitive salary - based on experience
- Work with likeminded people who share your love of mountain lifestyle
- Varied shift pattern to help maximize your free time
- Friends and family hotel discount at our sister properties
- Travel allowance for employees outside of Whistler
- Extended Health Care and Employee Assistance Program
- Wellness benefit (ex. ski pass, gym membership, sport equipment, etc.)
- RRSP matching
- Staff housing available

**Job Types**: Full-time, Permanent

**Salary**: $55,000.00-$60,000.00 per year

**Benefits**:

- Commuter benefits
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Wellness program

Schedule:

- 8 hour shift
- Day shift
- Holidays
- Night shift
- Weekends as needed

Supplemental pay types:

- Bonus pay
- Commission pay

**Experience**:

- Customer Service: 1 year (required)
- Hotel Management: 1 year (preferred)
- Hotel Operations: 1 year (preferred)

Work Location: In person

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