Front Desk

We’re looking for a strong #2 to our General Manager. You’ll lead the front desk day to day, grow our direct reservations, and help shape how Siesta Suites shows up as a brand. As the GM’s right hand, you’ll lead and develop our front desk team, make sure every guest feels welcome from booking to check-out, run the property when the GM is away, and help set the hotel’s direction.

We’re a close-knit team, so we want someone who’s both right for the role and right for the team: someone who’s warm, hands-on, calm under pressure and happy to pitch in wherever needed. If you’re looking for a place to grow your leadership career, this is it.

Duties and Responsibilities

Build the Siesta Suites brand

• Work with the GM to define and bring to life the hotel's brand, voice and guest promise
• Keep the hotel’s online listings current on all third-party booking sites (e.g., Expedia, Booking.com), including photos, descriptions, amenities and room inventory.
• Respond to online reviews and use guest feedback to improve our reputation scores
• Build local partnerships with wineries, tour operators, event venues and Tourism Kelowna
• Plan seasonal offers and packages that give guests a reason to book with us

Drive more reservations

• Grow direct bookings and reduce reliance on third-party booking sites
• Monitor occupancy, average daily rate (ADR) and revenue per available room (RevPAR), and recommend pricing changes with the GM
• Track pace and pickup, and adjust rates and promotions for peak summer and slower shoulder seasons
• Build group, corporate, sports team and wedding business
• Train the front desk to convert phone and walk-in enquiries, and to up-sell suite upgrades and add-ons

Lead the front desk team

• Manage daily front desk operations
• Hire, train, schedule and coach front desk and guest services staff
• Perform all relevant duties as a leader including approving timesheets and time away from work requests
• Responsible for running front desk health & safety committee; following all procedures
• Set service standards and check-in/check-out routines, and make sure they're followed every shift
• Handle guest escalations and turn unhappy guests into returning ones
• Run regular team huddles and one-on-ones; give feedback and recognize good work
• Manage front office labor costs against budget
• Build strong working relationships with department leaders to align on the hotel’s daily priorities, communicate clearly across teams, and deliver a seamless guest experience

Partner with the General Manager

• Act as manager on duty and lead the property when the GM is away
• Responsible for reconciliation of accounts receivable for payment collection
• Ensure accurate inventory of office supplies to audit for GM’s approval
• Help build the annual budget and the sales and marketing plan
• Report weekly on bookings, revenue, reviews and team performance
• Work across housekeeping and maintenance so guests get a seamless stay
• Responsible for cash handling and audit procedures

Required Qualifications

• 5+ years in hotel operations, including 2+ years leading a front office or guest services team
• A track record of growing bookings or revenue: pricing, promotions, packages or sales
• Hands-on experience with digital marketing, social media or online travel agency (OTA) listings
• Comfort with numbers: occupancy, ADR, RevPAR, budgets and labor costs
• Experience with a property management system (e.g., Opera, Cloudbeds, RoomKey, WebRez, Innsource Enterprise)
• A warm, steady leadership style, and calm under pressure with guests and staff
• Availability for evenings, weekends and holidays, especially in peak season

Preferred Qualifications

• Diploma or degree in hospitality, tourism, business or marketing
• Experience with revenue management or channel manager tools
• Knowledge of the Okanagan tourism market
• Experience in a boutique, independent or extended-stay property
• Content creation skills (photos, short video, copywriting)

What Success Looks Like in Year One

• Direct bookings are a larger share of total reservations than today
• RevPAR and occupancy beat last year, especially in shoulder season
• Online guest review scores improve, let’s get to 4.5
• A clear brand voice and refreshed photos run across the website, social an