Job title: Front Office Manager

Work Location: Kwa’lilas Hotel

Division/Department: Tourism

Reports to: General Manager

Purpose: The Front Desk Manager is the leader of the Guest Services team, overseeing all guest accommodation, guest tours and hotel cultural activity operations. Responsible for the effectiveness of all hotel guest services, employee performance and development, and service development for the department. Understanding the vision and supporting the department in new levels of excellence in Guest Service and maximize guest recovery opportunities will be essential in maintaining and improving our already excellent guest standing. Proven performance in this role offers a career path moving towards Operations Manager, Assistant General Manager and possibly General Manager.

The Kwa’lilas Hotel is searching for a talented individual who has proven success in providing team support and leadership, consistently providing exceptional service standards, maximized operating results and delivering amazing guest experiences with a background ideally in the destination hotel sector.

Hotel Overview:

The Kwa’lilas Hotel is located on the traditional territories of the Kwakiutl people. Meaning “a place to sleep”, the Kwa’lilas hotel was named by the Gwa’sala-Nakwaxda’xw elders in the hopes that guests may find peaceful rest after a day of exploration on North Vancouver Island.

Summary of Responsibilities:
Reporting to the General Manager, the Front Office Managers responsibilities and job duties include:

- Lead the Guest Services department in all aspects to ensure a smooth operation and the highest level of guest satisfaction.
- Manage reservations and bookings while collaborating effectively with all team leaders in the Hotel to ensure seamless operation especially with Housekeeping, Restaurants, Catering &Events;, Tour Operators, Marketing, Cultural Committee, Human Resources and Accounting.
- Consistently offer qualified, friendly and engaging service and inspire team to do the same
- Ensure uniform and personal appearance of team are impeccable and professional.
- Seek feedback on guest satisfaction and resolves problems in meaningful ways to exceed expectations
- Drives continuous improvement of guest satisfaction through use of guest feedback.




- Drive Colleague Engagement through active leadership, meaningful action planning, inspiration and influence.
- Hold regular communication meetings and ensures timely and appropriate recognition for individuals and teams and participates in division & hotel wide recognition events.
- Mentor, coach & advise colleagues in personal & professional development
- Communicate through pre-shift briefings, group texts, emails and departmental meetings all pertinent information for the respective shift and areas of operation
- Ensure proper staffing and scheduling of all Front Desk/Guest Services colleagues in accordance to productivity guidelines.
- Train and develop Front Office supervisors and Night audit staff and fulfill training role for Guest Services Agents and additionally facilitate the scheduling of staff for 3rd party training programs.
- Maximize room revenue through guest satisfaction, exceptional results in leveraging online booking opportunities and technology, and participating in revenue management meetings and supporting initiatives.
- Manage inventory levels to drive revenues during peak periods
- Ensure financial management success through strategic room rate planning with OTAs, providing an exceptional service level to national and international tour operators, work strategically to maintain and grow business travel related accounts and managing City Ledger/accounts receivable.
- Strong focus on hotel guest loyalty & and ensure expectations are consistently met or exceeded.
- Manage inventory and sales of gift shop.
- Ensures delivery of all core brand service standards and drive innovative creation of SOP’s based on current industry trends
- Develop, implement and maintain new incentives to motivate employees.
- Expert in all emergency procedures and general crisis-situation management, including fire and emergency procedures, procedures for handling of Fire Panel, ensuring guest safety is followed by all hotel staff




- Promote a safe working environment by adhering to defined Health and Safety standards
- Collaborates effectively with all Management to ensure seamless operation
- Performs any and all other tasks which are assigned by the management team
- All other job duties as assigned

Qualifications:

- Minimum 1 years of experience as a Front Office Manager or 3 years as a Front Desk Supervisor or Assistant Manager with extensive knowledge of Front Office operations including but not limited to:
- Working with group bookings and travel Operators contracts
- Rate and room inventory management
- Managing payments, city ledger accounts and accounts receivables
- Extensive knowledge of achieving high quality hotel operating standards required
- University degree or College diploma in Hotel Management preferred
- Knowledge of computerized Front Office reservations and OTA booking systems required preference given to those with specific Roomkey PMS experience and knowledge.
- Proficiency in Word and Excel
- Superior leadership & coaching skills with a proven track record of developing and motivating career minded colleagues & leaders
- Ability to analyze data and trends and create strategies for improvement, willing to take risks
- Strong guest service orientation and training skills background required
- Able to balance a variety of conflicting priorities while considering all aspects of the job i.e. Financial, Operational, Talent & Culture
- Highly organized, results-oriented with the ability to be flexible and work well under pressure
- Ability to work flexible schedules and fill in staff shifts (including evenings, weekends and overnights if required)

Visa Requirements: Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Physical Requirements:

- Must be able to lift and carry up to 50 lbs.
- Must be able to talk, listen and speak clearly on telephone
- Ability to stand for extended periods of time

Please note that this is a one-year contract position and is not eligible for LMIA support.

Job Types: Full-time, Permanent

Pay: $66,000.00-$75,000.00 per year

Benefits:

- Casual dress
- Company events
- Paid time off
- Tuition reimbursement

Work Location: In person

📌 Front Office Manager - Relocate to Port Hardy, B.C (3 months of Accommodation Provided) (Canada)
🏢 Kwalilas Hotel
📍 Canada