Front Desk Manager

About Us:

3 Peaks Rentals is a growing property management company located in beautiful Sun Peaks, BC.

We manage over 150 luxury vacation rentals, from cozy ski-in/ski-out lodge studios to stunning, high-end condos, providing year round unforgettable guest experiences.

Position Overview:

As a key member of our leadership team, the Front Desk Manager will be responsible for overseeing daily front desk operations, managing guest interactions and ensuring an exceptional guest experience from start to finish. This role requires an individual with strong leadership abilities, excellent communication skills, and a passion for creating a welcoming and seamless environment for guests and team members. The ideal candidate will have experience in managing front desk procedures and ensuring that all team members are knowledgeable, professional, and aligned with 3 Peaks Rentals' high standards.

If you are a motivated hospitality professional with a desire to contribute to a dynamic team in a beautiful resort setting, we encourage you to apply. This is an exciting opportunity to be part of a growing company that values excellence in guest service and a collaborative work environment.

Duties and Responsibilities:

• Front Desk Operations:Define, implement, and continuously improve front desk procedures to ensure efficiency and guest satisfaction.
• Staff Management:Train, supervise, and schedule front desk staff. Conduct performance reviews and provide ongoing coaching to maintain high standards of service.
• Shift Management:Ensure that front desk staff adhere to scheduled shift start and end times. Monitor punctuality and manage shift transitions to ensure continuous coverage and smooth operations. Address any tardiness or staffing issues promptly to maintain optimal staffing levels.
• Compliance & Safety:Ensure the front desk team complies with company policies, industry regulations, and safety standards. Maintain security protocols, such as safeguarding guest information and managing emergency procedures.
• Team Leadership & Development:Foster a positive and collaborative work environment, leading by example. Encourage professional growth through regular training, cross- training opportunities, and performance feedback.
• Technology Management:Ensure the proper use and maintenance of front desk systems, including reservation software, property management systems (PMS), and communication tools. Troubleshoot technical issues and collaborate with TI support as needed.
• Customer Service:Address guest inquiries, complaints, and requests promptly and professionally to ensure a positive experience. Provide hospitality services tailored to guest needs, including special arrangements or accommodations.
• Crisis Management:Handle unexpected situations or emergencies, such as overbookings, guest disputes, or facility malfunctions, with poise and professionalism to minimize disruption and uphold the guest experience.
• Reservations & Communication:Supervise the handling of bookings, appointments, phone calls, and emails. Verify and confirm guest reservations, process payments, and handle cancellations.
• Reporting:Generate detailed reports on front desk activities and guest feedback for presentation to the Reservations Manager and business owners.
• Feedback and Follow Up:Encourage guests to provide feedback about their experience and ensure prompt follow-up on negative reviews or complaints. Monitoring feedback and reviews to identify areas of success and improvement.
• Guest Interaction:Greet guests upon arrival, ensuring a warm and professional welcome. Record guest information accurately in the company's systems and direct them to their assigned rooms.
• Guest Services Coordination:Facilitate transportation arrangements, parking, restaurant reservations, and provide additional services such as catering, conference room bookings, and group activities as requested.
• Financial Transactions:Process customer payments, manage cancellations, and ensure accurate documentation is sent to guests as per established processes and in a timely manner.
• Facility Maintenance:Ensure the front desk area, reception, and lobby are consistently organized, clean, and welcoming for guests. Accurate testing and recording of Hearthstone Lodge hot tubs including following safe chemical handling procedures.
• Administrative Support:Maintain office supplies and equipment; perform administrative tasks such as filing, updating records, and other duties as required.
• Collaboration with Other Departments:Act as a liaison between the front desk and other departments (housekeeping, maintenance, reservations, etc.) to ensure seamless communication and the smooth operation of the property.
• Quality Control:Ensure the hotel’s standards of cleanliness, service, and amenities are maintained across all areas, including the front desk, lobby, and public spaces. Report any issues or improvements to the Operations Manager promptly.

Requirements for the position:

• Successful completion of high school or equivalent
• Minimum 18 months prior experience in a similar role
• Superior communication skills in English, oral and written
• Ability to present information to groups of guests, employees, suppliers and managers
• Ability to write business correspondence, reports, memos, and other documents
• Ability to solve practical problems and deal with a variety of unpredictable situations
• Ability to give and take direction appropriately
• Ability to interpret a variety of instructions in written, oral, diagram, or schedule form
• Strong computer literacy skills, including database management
• Superior organizational skills
• Strong cash handling skills
• Calm demeanor when dealing with difficult situations involving staff or guests
• Strong communication and interpersonal skills
• Previous customer service experience required
• Previous supervisory experience preferred
• Flexible to a changing schedule

Ability to relocate to Sun Peaks, BC before starting work

Job Type:Fulltime, Permanent

Salary:$46,000 to $52,000 annually

Hours: 40 hours per week (varied schedule, evenings, weekends and statutory holidays)

Benefits:

• Group benefit plan membership – subject to qualifying period
• Health Care
• Dental
• 2 weeks annual paid vacation
• Seasonal passes (winter ski pass, summer hiking / biking pass)
• Dining discounts for selected restaurants
• Store discounts for selected stores
• Staff events

Location:In person (3170 Creekside Way, Sun Peaks, B.C, Canada, V0E5N0)

Language: English

• If you are interested, please reach out to3peakscareers@gmail.comfor more information.