Front Office Manager

Exciting new full time career opportunity for a Front Office Manager responsible for the overall leadership, performance, administration and day to day operations of a luxury hotel.

This is a hands-on leadership role with direct accountability for delivering an exceptional luxury guest experience from arrival through departure. The Front Office Manager maintains a visible presence within the operation, establishes and upholds elevated service standards, and builds a highly engaged, accountable, and service-driven team.

Competitive wage starting in the range of $75,000 – $85,000 per year with full benefits plus additional perks.

About the Role, Benefits & Perks:

• Salary Range: $75,000 – $85,000 per year
• Schedule: full time, flexiblity aligned with hotel operations.
• Extended health benefits, Wellness Program
• Discounted food and other amenities
• Professional development and career growth opportunities
• Fun company events

The Perfect Candidate:

• Minimum 5 years of progressive Front Office leadership experience within a luxury hotel or resort environment, including experience at the manager, assistant manager, or comparable senior operational leadership level.
• Demonstrated experience leading Front Office operations and maintaining elevated luxury guest service standards.
• Strong understanding of the luxury guest journey, including personalized service, guest recognition, arrival and departure experiences, concierge service, and service recovery.
• Proven experience leading, coaching, developing, and holding teams accountable for performance and service standards.
• Demonstrated experience managing escalated guest concerns with professionalism, empathy, discretion, and sound judgment.
• Strong operational knowledge of Front Office functions, including scheduling, labour management, payroll, departmental expenses, and operational planning.
• Strong decision-making and problem-solving skills with the ability to remain composed and effective in a fast-paced environment.
• Excellent communication, interpersonal, organizational, and time-management skills.
• Proficiency with hotel property management systems and Microsoft Office applications.
• Hospitality or Hotel Management education is considered an asset.
• Previous experience within an independent luxury hotel or resort is considered a strong asset.
• Strong knowledge of Whistler and the Sea to Sky region is considered an asset.

Responsibilities Include:

• Guest Experience & Luxury Service Standards:
  • Own and continuously enhance the Front Office guest journey, ensuring a professional, personalized, and consistent luxury experience from arrival through departure.
  • Establish and uphold elevated service standards across Front Desk, Bell, Valet, Shuttle, and Night Audit operations.
  • Ensure the team is prepared for daily arrivals and departures, VIPs, repeat guests, special occasions, groups, and individual guest preferences.
  • Act as the senior Front Office point of contact for escalated guest concerns and service recovery, ensuring issues are resolved promptly, professionally, and with appropriate follow-up.
  • Monitor guest feedback, reviews, and service trends and implement improvements where opportunities or recurring concerns are identified.
  • Enhance concierge services, guest communications, local recommendations, on-site amenities, and other Front Office touchpoints.
  • Identify appropriate upselling opportunities across rooms, Food & Beverage, Spa, amenities, and experiences while maintaining a guest-first approach.
  • Collaborate closely with Housekeeping, Reservations, Sales & Events, Food & Beverage, Spa, and Engineering to anticipate guest needs and ensure seamless service delivery.
• Team Leadership & Development:
  • Lead, mentor, and develop Front Office Supervisors and Front Desk, Bell, Valet, Shuttle, and Night Audit employees.
  • Set clear expectations for performance, professionalism, attendance, communication, presentation, and guest service and ensure consistent accountability.
  • Recruit, select, onboard, train, and retain strong Front Office employees in collaboration with Human Resources.
  • Build a culture of teamwork, accountability, professionalism, ownership, and genuine hospitality.
  • Provide regular coaching, feedback, recognition, performance discussions, and development opportunities.
  • Address performance, conduct, attendance, and service concerns promptly and consistently in collaboration with Human Resources where appropriate.
  • Ensure employees receive comprehensive onboarding and ongoing training on departmental SOPs, systems, service standards, hotel offerings, and emergency procedures.
  • Develop employee knowledge of rooms, Food & Beverage, Spa, hotel amenities, local experiences, and reservation processes to support confident and personalized guest
    interactions.
  • Promote cross-training across Front Office functions to strengthen operational flexibility and employee development.
  • Lead regular departmental meetings and maintain clear, consistent communication across the team.
• Front Office Operations:
  • Take ownership of the day-to-day Front Office operation and maintain a visible, hands-on leadership presence based on the needs of the business.
  • Ensure departmental SOPs, policies, service standards, and operational expectations are consistently followed.
  • Review daily occupancy, arrivals, departures, VIPs, groups, special requests, guest concerns, and operational priorities to ensure the department is prepared.
  • Ensure effective communication and handover between shifts and Front Office functions.
  • Develop departmental schedules and maintain appropriate staffing and leadership coverage based on occupancy, business levels, operational requirements, and approved labour targets.
  • Ensure group requirements and event information are effectively communicated and operational plans are in place prior to arrival.
  • Oversee Front Office inventory, uniforms, supplies, keys, equipment, and purchasing requirements.
  • Coordinate vehicle fleet maintenance, cleanliness, documentation, and operational readiness.
  • Identify operational inefficiencies, recurring service issues, and gaps in procedures and implement practical solutions.
  • Maintain strong working relationships across hotel departments and actively participate in operational and leadership meetings as required.
• Financial & Administrative Accountability:
  • Develop and manage the annual Front Office operating budget in collaboration with the Hotel Manager.
  • Monitor departmental labour, expenses, purchasing, and operational costs against approved budgets and take appropriate action where required.
  • Review and approve payroll, timecards, commissions, incentives, invoices, and purchase orders accurately and within established deadlines and authorization levels.
  • Identify opportunities to improve operational efficiency and control costs without compromising luxury service standards.
  • Support ancillary revenue opportunities through room upgrades, amenities, experiences, and other hotel services while maintaining a guest-first approach.
  • Ensure departmental records, reports, schedules, and administrative requirements are accurate and completed on time.
• Health, Safety & Emergency Preparedness:
  • Ensure Front Office employees understand and follow applicable health and safety policies, procedures, and safe work practices.
  • Ensure employees are trained in emergency procedures and understand their responsibilities during emergency situations.
  • Participate in emergency preparedness planning, drills, training, and the continuous improvement of hotel emergency procedures.
  • Participate in the Joint Health & Safety Committee as a management representative, as required.
  • Support workplace inspections, incident investigations, hazard identification, risk assessments, and corrective actions.
  • Promptly address identified health and safety concerns within the department and promote employee accountability for maintaining a safe workplace.
• Leadership Expectations:
  • Lead by example and consistently demonstrate professionalism, discretion, accountability, and sound judgment.
  • Be visible, approachable, and actively engaged with guests and employees.
  • Take ownership of departmental challenges and follow issues through to resolution.
  • Communicate clearly, respectfully, and consistently, including during challenging or highpressure situations.
  • Address performance, conduct, service, and operational concerns promptly and appropriately.
  • Maintain appropriate professional boundaries and confidentiality.
  • Make sound operational decisions and recognize when escalation to the Hotel Manager or another member of leadership is required.
  • Balance the needs of guests, employees, and the business when making decisions.
  • Maintain high standards while creating a supportive, respectful, and accountable team environment.
  • Demonstrate flexibility and provide additional leadership support when business levels, guest needs, or unexpected operational circumstances require it.

Only candidates currently holding a valid Canadian work permit will be considered.

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