Front Office Manager

About Novara Human Capital Solutions:

At Novara, we support businesses with integrated solutions across all functions of Human Resources. In partnership with our client, we are excited to present this unique opportunity to join their organization on their behalf. Please note that this is a confidential search, and the successful candidate will be employed directly by our client.

About Castleavery Hospitality:

At Castleavery Hospitality Ventures Inc. (CHVI), hospitality is our passion. We are trailblazers in the luxury hospitality industry, creating transformative experiences that leave lasting memories and inspire a global community of travelers. Our bespoke properties stand as iconic gateways that unlock the beauty of the Canadian Rockies, balancing human comfort and the elegance of nature through innovative and sustainable solutions that redefine excellence in hospitality. Our commitment to excellence, refinement, and mutual respect not only elevates guest experiences but also fosters a positive and collaborative work environment.

CHVI's Team Core Values:

These core values demonstrate our commitment to our values, mission, and vision statement:

• Authenticity – We provide real, grounded, human experiences.
• Stewardship – We care deeply for our environment and community.
• Connection – We facilitate genuine connections among people and with nature.
• Presence – We invite guests to slow down and be fully here.
• Excellence in Hospitality – Quiet, thoughtful service with attention to detail

Your Impact:

As the Front Office Manager at Mount Engadine Lodge (MEL), you will shape the first and lasting impressions of every guest. Working alongside the Lodge Manager and the Management Team of Castleavery Hospitality, you will ensure that each experience reflects the excellence, refinement, and mutual respect that define our properties. Your leadership will not only guide the MEL team to deliver memorable experiences, but also cultivate a work environment rooted in collaboration, positivity, and growth.

Your Superpowers:

• You bring a welcoming and professional presence that allows guests to feel at ease before they even arrive.
• You communicate clearly and respectfully with both guests and staff, ensuring everyone is informed and supportive throughout each stay.
• You are organized and have a keen eye for detail, keeping operations, housekeeping, and events running smoothly.
• You thrive in a dynamic environment, balancing multiple priorities and diligent to adapting situations at the property.
• You approach challenges calmly and resourcefully, finding solutions that support both guests and staff.

What You'll Do:

• Guest Experience & Front Office
  • Oversee event bookings, front desk, and reception to ensure all information and requests are documented, creating a seamless guest experience from reservation to departure.
  • Be proactive in providing excellent guest service, being readily available and approachable to all guests, while assisting MEL Team Members to understand guests' ever-changing needs and expectations, and how to exceed them.
  • Communicate services and amenities of MEL to guests and provide concierge support with a fluent knowledge of local restaurants, special events, city attractions, and outdoor activities.
• Operations & Housekeeping
  • Oversee daily housekeeping operations, including team organization, supplies, and linen management.
  • Coordinate organization of onboarding documents and communication of payroll details.
  • Continually refine and update documentation of all systems and processes under your supervision.
  • Assist with inventory counts, month-end accounting, and reservation management reconciliation.
  • Contribute to employee schedule creation
  • Support site inspections and hosted events with visiting partners.
  • Follow up on all service requests or concerns for MEL and communicate with lodge and maintenance team regarding repair and maintenance, extra cleaning, and other items that guests have requested.
  • Verify that all MEL Policies and Procedures are being maintained in each area of the property through regular guestroom & property audits, providing prompt feedback including repairs, extra cleaning, room damages, missing MEL property, and any unusual appearances.
• Team Leadership & Culture
  • Lead by example, taking an all-hands approach – no job is too small when it comes to delivering an exceptional guest and team experience.
  • Lead and train front desk and front-of-house staff, assisting with new hire interviews and selection as needed.
  • Motivate and guide staff to solve guest and MEL Team Member related concerns together.
  • Be stewards of a healthy active team culture, reporting any issues you may see or hear.

What You Bring:

• 2+ years of managerial experience
• Hospitality experience an asset

Additional Details:

• Hours of Work:
  • On-site; 5 days per week, 8:00 am to 5:00 pm
  • Overtime expected to handle emergencies and unexpected staff shift changes.
• Salaried position with competitive benefits.