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 solid 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 and booking sites
- Front desk turnover falls, and the team is fully trained and consistently scheduled
- The GM can step away for a week and the hotel runs smoothly

📌 Front Desk - Front Office Manager (Kelowna)
🏢 Siesta Suites
📍 Kelowna