Front Office Manager

Join Our Team at the Executive the Inn at Whistler Village and Mountain Side Hotel

At Executive, we’re more than just a place to work — we’re a community. As our Front Office Manager, you’ll play a vital role in creating unforgettable guest experiences by leading our front desk and guest service operations across both of our Whistler Village hotels. Your leadership will ensure every guest is warmly welcomed, efficiently assisted, and leaves with lasting memories of exceptional service and hospitality.

We take pride in our supportive and collaborative workplace culture, built on strong teamwork, open communication, and mutual respect. Our departments work seamlessly together to overcome challenges and deliver the high standards our guests expect. You’ll be part of a connected, motivated team that not only works well together but also enjoys spending time together outside of work.
If you’re an organized, guest-focused hospitality professional looking for a leadership role that values both excellence and work-life balance, we invite you to join us at Executive Hotels Whistler. Together, let’s ensure every guest’s stay is as remarkable as the mountain views that surround us.

**Position Overview**:
The Front Office Manager oversees all front desk and guest service operations to ensure an exceptional guest experience from arrival to departure. The Front Office Manager is responsible for managing the day-to-day operations of the Guest Services department & Front Office spaces, across both Executive Hotel’s Whistler properties, located in the heart of Whistler Village.

This leadership role ensures that both hotels deliver consistently high standards of guest service, operational excellence, and team performance. The Front Office Manager serves as the primary point of contact for all guest-related matters, leads front desk and guest service teams, and supports the Operations Manager in achieving departmental and property-wide goals.

This leadership role combines the hands-on service of a Guest Service Manager with additional responsibilities in team management, revenue optimization, and departmental administration.

**Key Responsibilities**
- **Leadership & Team Management**_
- Oversee and support both front desk teams at The Executive Inn at Whistler Village and Mountain Side Hotel, ensuring consistent service, communication, and standards across locations.
- Provide exceptional customer service to every guest
- Recruit, train, and mentor guest services staff.
- Lead and motivate the concierge and bell teams to deliver exceptional guest service and uphold Executive Hotels’ brand standards.
- Ensure all payments have been taken & reservations are correct in the system
- Oversee the communication of updates coming in from Housekeeping & Maintenance daily.
- Schedule and manage daily staffing levels, and labor budgets for both properties to meet operational and service demands.
- Conduct regular team meetings.
- Conduct performance reviews, coaching sessions, and ongoing team development, payroll approval, and disciplinary procedures.
- Promote a culture of professionalism, accountability, and collaboration between both hotel teams.
- Foster a positive, engaged, and performance-driven work culture aligned with company values.
- Successful applicants will be a “visible leader” in the lobby, supporting and empowering front desk agents while representing management to guests.
- **Guest Experience & Service**_
- Oversee all aspects of the Front Office, including reception, guest services, bell staff, and concierge (as applicable).
- Ensure all guests are greeted warmly and professionally, and that their needs are met efficiently from check-in to check-out.
- Handle guest inquiries, special requests, and complaints promptly and effectively to resolve issues and enhance guest satisfaction.
- Responsibility for monitoring guest feedback, responding to online reviews, identify trends and implement service recovery and improvement strategies.
- Accountability for ensuring guest complaints are logged, tracked, and resolved promptly.
- Maintain a strong presence in the lobby and front desk areas to monitor service quality and staff engagement, and to support guests and team members alike
- Collaborate and oversee daily communication with Housekeeping and Maintenance teams to ensure room readiness and seamless guest flow with other departments.
- Ensure both front desks and lobby areas remain clean, stocked, and organized at all times
- Ensure all public areas are up to hotel standards
- Ensure all information displayed at each front desk is up to date
- **Operations & Compliance**_
- Manage daily front office operations, including check-ins, check-outs, ensuring accuracy in billing, cash handling, and reporting, and room assignments for both hotels.
- Responsible for cash handling, reconciliation, night audit review, and accuracy of financial transactions.
- Coordinate duties with Revenue Manager on occupancy, yield, and o