JOB DESCRIPTION:

The Assistant Front Office and Reservations Manager is responsible for overseeing the daily operations of the Front Desk and Reservations departments to ensure a seamless guest experience from arrival to departure. This role ensures efficient and courteous service, accurate room assignments, and effective handling of guest inquiries and reservations. The position assists with coordinating daily tasks, training team members, and maintaining high service standards in accordance with hotel policies and brand expectations. In addition, this role works closely with the Sales Department to coordinate meeting room setups.

FRONT OFFICE DUTIES:

- Supervise and lead Front Desk staff by providing guidance, training, and ongoing support.
- Oversee daily Front Desk operations, including guest check-ins, check-outs, and inquiries
- Handle guest complaints and resolve issues promptly and professionally
- Collaborate with other departments to address guest needs and concerns
- Monitor and ensure accurate billing for guest reservations and services
- Maintain a clean, organized, and welcoming Front Desk and lobby area
- Enforce hotel policies and ensure compliance with health, safety, and security standards
- Work closely with management team to develop, implement, and evaluate service improvements
- Serve as the point of contact in the absence of the Front Office Manager

RESERVATION DUTIES:

- Handle incoming and outgoing reservation department phone calls
- Manage reservation confirmations, cancellations,



and guest requests via email
- Respond to daily reservation inquiries and prepare quotes for guests
- Manage room inventory and availability daily
- Process deposits, payments, refunds, payment declines, and outstanding balances
- Process and manage cancellation requests
- Resolve customer complaints and provide problem-solving solutions
- Manage reservations through wholesale, corporate, and group segments
- Quote and manage guest reservations through third party businesses
- Negotiate with clients regarding banquet and meeting room space usage

QUALIFICATIONS:

- Proven experience in hotel front desk or guest services roles
- Strong leadership skills with the ability to motivate a team
- Excellent communication skills in English; multilingual abilities are a plus.
- Exceptional customer service orientation.
- Ability to handle stressful situations with professionalism.
- Knowledge of hospitality industry standards.
- Flexibility to adapt to changing priorities.

If you are passionate about hospitality and eager to contribute to an exceptional guest experience at Aava Whistler Hotel, we invite you to bring your enthusiasm and expertise to our team.

Pay: $55,000.00-$58,000.00 per year

Benefits:

- Dental care
- Extended health care
- In office parking
- RRSP match
- Vision care

Application question(s):

- Are you legally eligible to work in Canada?
- Are you located in Whistler, BC?

Work Location: In person

📌 Assistant Front Office and Reservations Manager (Whistler)
🏢 Aava Whistler Hotel
📍 Whistler