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Front Office Manager

3 months ago

Whistler, Canada The Crystal Lodge Full time

The Crystal Lodge is looking for a brand-new Front Office Manager to help lead our Front Office Team 


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.


Working closely with the Director of Operations, the Front Office Manager will support a team of up to 15 team members on matters such as guest relations, recruitment, performance management and training.

 

Some of the responsibilities for this role include, but are not limited to:

  • Hire, train and develop Front Desk team members to excel within their roles.
  • Arrange and chair Front Desk meetings that provide the team with up to date information, changes and training that helps them ensure they create the best guest experiences.
  • Monitor and analyze Front Desk labour and expenses to meet budgets. Annually assisting the Director of Operations through feedback, ideas and suggestions for the upcoming years expenditure. 
  • When required, identify and support team members through performance management and/ or disciplinary management. 
  • In conjunction with the Sales & Marketing team, support initiatives that maximise occupancy, rates and revenue.
  • Resolve guest complaints and billing issues in a timely and professional manner, liaising promptly with other internal departments to investigate matters fully and minimize the same instances arising.
  • Support the team with car/ bike/ ski valet depending on the season.


Please note that this list is not exhaustive and there will be duties outside of this list that will be required to meet the needs of the Front Desk team, and hotel. 


The experience, skills and abilities we are looking for are:

  • Previous experience working in a busy hotel Front Desk as a supervisor for at least 1-year.
  • A minimum 2-years spent working in a Front Desk role. 
  • Operational knowledge of Excel, Word and Outlook are required. 
  • Knowledge of Property Management Systems - RDP being an asset. 
  • Strong leadership, problem-solving, time management and organizational skills are essential. 
  • Full, valid BC drivers licence.
  • Comfortable standing, sitting, pushing/ pulling luggage, ski equipment and carts up to 50lbs. 
  • If this sounds like the next career step for you, we would love to hear from you 


Benefits and Perks include:

  • 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


Please submit a resume and cover letter to