Front Desk - Front Office Manager

Siesta-Suites; Kelowna; Vor Ort; CAD 55.000 - 75.000; Vollzeit

Zusammenfassung

Siesta-Suites in Kelowna seeks a strong second to the General Manager to lead the front desk, grow direct reservations and shape the brand. You’ll manage daily operations, coach staff, and partner with the GM on budgets and strategy to deliver a seamless guest experience.

The role emphasizes hands-on leadership, hospitality excellence, and a proactive approach to pricing, promotions and partnerships with local attractions.

Qualifikationen

• 5+ years in hotel operations with front office leadership experience.
• Track record of growing bookings or revenue through pricing, promotions or packages.
• Experience with digital marketing, social media or OTA listings.
• Comfort with occupancy, ADR, RevPAR budgets and labor costs.
• Experience with PMS systems (Opera, Cloudbeds, RoomKey, WebRez, Innsource).
• Warm, steady leadership style and calm under pressure.

Aufgaben

• Build the Siesta Suites brand with the GM, defining voice and guest promise.
• Grow direct bookings and manage pricing, promotions and packages.
• Lead front desk operations, hire/train staff, and coach the team.
• Partner with the GM on budget planning, revenue reporting and forecasts.
• Ensure guest satisfaction, handle escalations and maintain service standards.
• Collaborate with housekeeping/maintenance for seamless stays.

Kenntnisse

Front desk leadership

Direct bookings growth

Digital marketing

OTA listings

Budgeting & costs

Team coaching

Brand development

Guest experience

Partnership development

Operations management

Ausbildung

Diploma or degree in hospitality, tourism, business or marketing

Tools

Opera

Cloudbeds

RoomKey

WebRez

Jobbeschreibung

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 strong 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