Duties and Responsibilities

- Provide day to day leadership, and support to the Front Desk team.
- Organize daily tasks and ensure efficient front desk operations.
- Greeting guests and successfully completing the check in and check out processes in a timely and pleasant manner
- Creating and managing hotel reservations from third party bookings, telephone inquiries, walk-in guests and internal bookings.
- Lead by example by demonstrating professionalism and delivering exceptional guest service.
- Train, coach, and motivate team members to maintain high service standards.
- Manage incoming internal and external telephone calls in a courteous and efficient manner.
- Welcome guests and ensure a seamless check-in and check-out experience.
- Respond promptly and professionally to guest inquiries received by phone, email, and third-party booking platforms.
- Maintain thorough knowledge of guest room types, hotel amenities, property features, and local attractions to effectively assist guests and promote hotel services.
- Accurately process and manage room reservations.
- Remain informed of daily hotel operations, including arrivals, departures, in-house guests, group bookings, special events, and departmental communications.
- Review daily arrivals and departures to verify reservation accuracy and accommodate guest requests whenever possible.
- Clearly communicate hotel policies and procedures to guests.
- Audit guest folios, verify daily charges, and resolve billing discrepancies as required.
- Review final guest accounts and process payments during check-out.




- Handle cash, credit, debit, and gift card transactions in accordance with hotel policies and financial procedures.
- Resolve guest concerns and complaints promptly, professionally, and with a focus on guest satisfaction.
- Conduct thorough shift handovers to ensure critical operational information is communicated to the incoming team.
- Monitor team performance to ensure compliance with hotel standards, policies, and service expectations throughout each shift.
- Provide coverage for Front Desk and Night Audit shifts as operational needs require.

We Offer:

- 50% off meals while working or when visiting as a guest
- Health and dental advantages
- Opportunity to attend free shows and events
- Fun work environment with opportunities for development and career advancement

Requirements

- 2+ year of hotel front desk experience is required.
- Previous supervisory or leadership experience is preferred.
- Post-secondary education in hospitality is an asset.
- Strong verbal and written communication skills in English.
- Excellent telephone etiquette and customer service skills.
- Highly organized, with strong multitasking and prioritization skills.
- Demonstrated decision-making and problem-solving capabilities.
- Ability to work cohesively with fellow colleagues as part of a team, as well as independently in a fast-paced environment.
- Available to work varied shifts, including days, evenings, weekends, and holidays.
- Must be available to work occasional overnight shifts.

📌 Front Desk Team Lead (Victoria)
🏢 Strathcona Hotel
📍 Victoria