Executive Inn at Whistler Village is seeking an experienced and enthusiastic Front Office Manager to join our leadership team.

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.

The ideal candidate is a hospitality professional who thrives in a mountain resort environment, leads by example, and ensures operational excellence while maintaining the hotel’s brand standards.

Located in the heart of Whistler Village, our 108-suite boutique hotel offers an excellent opportunity for a hospitality professional who is passionate about guest service, team leadership and hotel operations. The Front Office Manager will oversee the day-to-day operations of the Front Office, including Front Desk, Night Audit and Bell Services, while working closely with the General Manager and hotel leadership team to deliver an exceptional guest experience.

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 overbooking management.
- Support internal audits and maintain accurate guest and operational records.
- Ensure compliance with hotel policies, safety procedures, and provincial hospitality standards.
- Responsible for data accuracy, privacy compliance, and brand standards adherence.
- Maintain proficiency in the property management system (PMS) and ensure team members are properly trained.
- Manage lost & found procedures, key control, and property access systems.
- Collaborate with Housekeeping, Maintenance, and Revenue teams to ensure efficient communication and smooth guest experiences.
- Support the implementation of property-wide initiatives, promotions, and loyalty programs.
- Prepare departmental reports and contribute to operational budgets and forecasts.




- Participate in property management meetings and contribute to operational strategies and improvements.

Revenue & Financial Administration

- Monitor occupancy levels and collaborate with the Operations Manager and Revenue Management team to optimize room revenue and occupancy across both locations.
- Assist in developing and executing upselling strategies and guest packages.
- Oversee front desk cash floats, deposits, and reconciliation processes.
- Monitor daily reports and performance metrics, identifying trends and opportunities to enhance efficiency and profitability within the Front Office.

Qualifications & Skills

- Minimum 1-year Front Office in a Hotel including supervisory / management experience.
- Excellent command of the English language – written and verbal.
- Strong administration skills – writing, filing, tracking, organizing, phone etiquette.
- Ability to guide, direct, and prioritize workload in a potentially stressful environment.
- Solid tourism or business acumen.
- Passion for customer service and strong commitment to exceeding guest expectations.
- Superior interpersonal skills and the understanding of when tact and discretion are necessary to handle both team member and guest issues with quick and effective resolutions.
- Team player and proven leader with a hands-on approach.
- An excellent trainer, comfortable with all levels of coaching, mentoring, and performance management.
- Experience with group resumes to maintain, monitor and prepare for group requirements. Relay information to the team.
- Champion up-sell and walk-in revenue captures.
- Able to manage hotel room inventory to maximize room revenue by reviewing status daily. Assist with Revenue Management team as needed to control room inventory.
- Sales Support - assist with our sales office on selling the hotel, client relations, site tours and providing support as needed.
- Previous experience handling cash accounting procedures
- Department purchasing and budgeting - own the full department.
- Departmental recruitment, basic HR experience with hiring, coaching and compliance relating to HR items for Front Office.
- Monitor VIP guests and special requests
- Maintain required par stocks of Front Office supplies.
- Ability to promote the brand and act as a destination ambassador.
- Comfortable reviewing financial data and monitoring cost controls.
- Experience with property management systems (RSI an asset).
- Superior computer skills – Windows Word, Excel, Outlook.
- Strong knowledge of budgeting, forecasting, and rooms’ inventory
- Ability to work flexible hours, including days, evenings, nights, weekends, holidays and overnight shifts
- Other duties as assigned.

Job Type: Full-time Pay: From $63,000.00 per year

Work Location: In person

📌 Front Office Manager (Whistler)
🏢 Executive Hotels u0026 Resorts
📍 Whistler