Front Office Manager

2 weeks ago

Whistler, Canada Crystal Lodge Full time

The Crystal Lodge is currently recruiting for a full-time, year round, Front Office Manager to join the team in July 2024.

The Front Office Manager is responsible for managing the day-to-day operations of the hotel's Front Office (including Bell, Ski/ Bike Valet and Night Audit) while ensuring exceptional service and hotel standards are being met or exceeded at all times

**ROLE RESPONSIBILITIES AND DUTIES**:

- Create, monitor, and analyze the Front Desk labour & expenses to ensure exceptional service is delivered within the guidelines of the department's budget.
- Hire, train and provide guidance and leadership to all Front Desk team members.
- Chair regular and scheduled Front Desk meetings to update policies & procedures, review department objectives and collaborate on operational initiatives to help drive excellence and keep standards.
- Create, then provide support and training to the Front Desk team in meeting or exceeding their monthly targets & goals. When required, liaise with Director of Operations and Human Resources to begin a performance management process.
- Be an effective listener and problem solver to ensure all guest complaints and Revinate survey submissions are responded to in a timely and professional manner.
- Ensure Front Desk and hotel procedures are kept up to date and communicated to entire team, providing updates when needed.
- Lead daily ‘9am’ meeting with Department Managers
- Ensure desired Front Office image is being maintained by all employees, with respect to personal grooming and uniform standards and holding all team members accountable.
- Work closely with the Sales & Revenue Management Team to maximize occupancy, rates and revenue.
- Address any disciplinary action while providing ample documentation.
- Resolve guest billing issues & assist the Accounting Generalist with post-departure disputes.
- Work closely with the Director of Operations on day-to-day business.
- Assist Director of Operations with creating Front Desk annual budget by providing feedback, ideas and suggestions for the Front Desk, and wider hotel/ guest experience.
- Creation and submission of monthly reconciliation of upgrade and walk-in commissions to be sent to the Accounting Generalist.’

**EXPERIENCE, SKILLS AND ABILITIES**:

- An extensive knowledge of hotel and resort operations.
- A minimum of 2 years management experience in a related role.
- A proven track record of motivating, developing and leading a team.
- University/College degree in a related discipline an asset.
- Operational knowledge of Excel, Word and Outlook required.
- Knowledge of Property Management System software an asset.
- Strong leadership skills, with the ability to effectively lead and manage a team.
- Strong interpersonal and problem-solving skills.
- Excellent time management and organizational skills.
- Ability to multitask effectively in complex situations while portraying calm, and professional demeanor at all times.

**WORKING CONDITIONS & PHYSICAL REQUIREMENTS**:

- Ability to sit and stand for long periods of time, up to 8 hours.
- Ability to lift luggage, up to 50lbs.
- Ability to move luggage carts, ski equipment carts and bikes using appropriate equipment.
- Weekends, overnight as needed

**WHAT WE OFFER**
- Staff discounts at Beacon Pub & Eatery, Table Nineteen, Nicklaus North Golf Course and other GolfBC destinations
- Annual complimentary stay at the hotel
- Great employee recognition programs
- Fun staff events year-round
- Winter Leisure Benefit Programs
- Flexible schedule to enjoy your favourite outdoor activities
- Extended health benefits
- Growth and training opportunities
- A dedicated and supportive management team

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

Pay: $60,000.00-$65,000.00 per year

**Benefits**:

- Company events
- Dental care
- Extended health care
- Flexible schedule
- Paid time off
- Wellness program

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Every Weekend
- Holidays
- Monday to Friday
- Overtime

**Experience**:

- Front desk: 2 years (required)
- Hotel: 2 years (required)
- Management/Supervisor: 2 years (required)

Work Location: In person

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