Front Office Manager

Whistler Personnel Solutions Inc.; Whistler Village; On-site; CAD 75,000 - 85,000; Full time

Benefits offered by this job

Extended health benefits

Wellness Program

Discounted food and other amenities

Professional development and career成长

Fun company events

Job summary

Whistler Personnel Solutions Inc. is seeking a Front Office Manager for a luxury hotel in Whistler, BC.

This hands-on leadership role oversees daily operations, delivers an exceptional guest experience from arrival to departure, and maintains elevated service standards. The ideal candidate has at least five years leading Front Office teams in luxury properties, with strong staff development, effective communication, and proficiency with PMS and MS Office.

Qualifications

• Minimum 5 years of progressive Front Office leadership in luxury hotel or resort.
• Experience leading Front Office operations and maintaining elevated luxury guest service standards.
• Strong knowledge of Whistler and Sea to Sky region.
• Experience coaching and developing teams; handling escalated guest concerns.
• Proficiency with hotel property management systems and MS Office.

Responsibilities

• Own and enhance Front Office guest journey from arrival through departure.
• Establish and uphold elevated service standards across Front Desk, Bell, Valet, Shuttle, and Night Audit.
• Lead scheduling, labour management, payroll, and operational planning.
• Coordinate with other departments to ensure seamless service delivery.
• Monitor guest feedback and drive service improvements.

Skills

Front Office leadership

Luxury hotel ops

Staff development

Guest service

Communication skills

PMS systems

Microsoft Office

Problem solving

Education

Hospitality or Hotel Management education

Tools

PMS systems

Microsoft Office

Job description

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.