Assistant Front Office Manager

Imagine arriving to work at a stunning slope-side hotel after a round of golf or a hike in the wildflowers. As a vital member of the hotel’s leadership team, the Assistant Front Office Manager will foster a culture of success through strong leadership and a team dynamic that enables an elevated guest experience. We are looking for a strong team player and a people person who can identify team members' ongoing development needs, including in-the-moment feedback, coaching, mentoring, and other supports. You will assist the Front Office Manager in monitoring team member performance, including supervision, scheduling, and timely feedback and recognition.

**Compensation Information**:
$51 450, annum

**Physical Requirement**:
Medium: Work activities involve handling loads between 10 and 20 kg; Predominately indoor setting.

**This job position requires physical presence at the designated location.**

**Accountabilities**:

- In collaboration with Front Office Manager, acts as the ‘Service Champion’ for the front office, role modelling welcoming hospitality and exemplifying excellence in guest service for the Front Office team by:

- Identifying, creating, and upholding process efficiencies and established Guest Service Standards as they relate to the guest experience
- Working alongside Front Office Team to ensure a positive first impression on guest arrival, swift resolution of issues during their stay and a seamless checkout
- Building individual connections with guests wherever possible to drive loyalty and referrals
- Ensures guest inquiries, requests and issues are resolved in a timely, friendly, and efficient manner, optimizing guest satisfaction
- Analyzes service/satisfaction data from Revinate, Trip Advisor, hotel post-stay survey, etc. and identifies trends to inform collaborative action planning for the FO team
- Assists in monitoring cost control efforts and overall profitability/marketing initiatives
- Assists in the development of the team schedule in alignment with business needs
- Assists in the departmental policy and procedure development and implementation
- Assists with departmental recruitment efforts such as conducting interviews and other aspects of the hiring process
- 2 years’ minimum Front Office experience with 1 year of service in a leadership role; experience in a hotel/hospitality/tourism setting or related industry is required; resort experience is an asset
- Post-secondary education in hospitality or related discipline preferred
- Energetic and outgoing with a positive attitude, driven to deliver elevated guest experiences
- Professional and well organized with excellent communication skills, both written and verbal
- Excellent problem-solving abilities and the ability to think on your feet
- Highly responsible self-starter and reliable team player, with the ability to remain calm under pressure in a fast-paced environment
- Must have the ability to supervise, mentor, train and motivate the team
- A working knowledge of hotel systems, specifically Opera PMS, is an asset

Note: The Front Office runs 24 hours a day, 365 days a year; flexible shift availability to work as business levels dictate (weekends, evenings, and some overnights) is an asset.

**Why join us?**

We are Canada’s second-largest ski area and a passionate team committed to providing the finest mountain resort experience to our guests.

Our people are at the heart of what we do, making a difference to our guests and our workplace every single day. That’s why we invest in the employee experience; to ensure everyone can be at their best and live our values.

No matter who you are, or your career journey to date, once you join the team at Sun Peaks, you’ll get to feel part of our special community right away. You and your wellbeing matter to us; you’ll have plenty of opportunities to grow and learn, as well as enjoy everything our beautiful mountain resort has to offer. In return, we expect you to be passionate about working together to create special memories for our guests, while taking care of our precious environment for others to enjoy into the future.

**The perks and benefits you’ll get to enjoy**:

- Winter/Summer Season Lift, Trail and Golf passes
- Initial entitlement to three weeks of paid vacation
- Benefits plan and additional wellness components, including Health Spending Account and EFAP
- Participation in our RRSP and matching DPSP programs
- Company supported training and professional development opportunities
- Dining discounts within our hotel & Resort-owned outlets
- Retail discounts in our Resort-owned outlets
- Friends and family rates at the Sun Peaks Grand Hotel
- Reciprocal programs with partnering ski areas & hotels
- Eligibility for our ‘Pay for Performance’ incentive bonus program (after qualifying period), awarded to top performers

We acknowledge that we live, work, and play on the traditional territory of the Secwépemc People.