Guest Experience & Front Office Lead

Pursuit; Banff; On-site; CAD 65,000 - 90,000; Full time

Benefits offered by this job

Inclusive global team

Free attraction access

Discounts on stays, dining & retail

Wellbeing resources

Job summary

Pursuit is seeking a Front Office Manager to lead our Front Desk operations across a dynamic hospitality environment in Banff. You will set service standards, drive accountability, and support guests and team members in a fast-paced setting.

This hands-on role requires visible leadership, strong communication, and the ability to manage payroll, scheduling, and guest satisfaction metrics while coordinating with multiple departments. A valid driver’s license is required.

Qualifications

• Minimum 5–7 years in hotel/hospitality, with 2–4 years in supervision or management.
• Experience in Front Desk or Rooms Division required.
• Ability to lead, coach, and motivate teams while working independently.

Responsibilities

• Lead Front Desk Supervisors, Seasonal PAC Supervisor, and Front Desk Agents.
• Act as Hotel Manager during absences; oversee scheduling, training, coaching, and performance management.
• Ensure guest experience standards and handle escalations effectively.
• Coordinate with Housekeeping, Maintenance, Reservations, F&B, and other departments.
• Balance room inventory daily and manage FIT/group blocks with Reservations.
• Support revenue objectives through upgrades and inventory control.
• Lead recruitment, onboarding, and ongoing staff development.
• Act as Manager-on-Duty after-hours and handle emergencies as needed.

Skills

Leadership

Guest service excellence

Verbal & written communication

Scheduling & payroll

Team motivation

PMS proficiency

Microsoft Office

Tools

PMS (Property Management System)

Microsoft Office

Job description

Pursuit is seeking a Front Office Manager to lead our Front Desk operations across a dynamic hospitality environment in Banff. You will set service standards, drive accountability, and support guests and team members in a fast-paced setting.

This hands-on role requires visible leadership, strong communication, and the ability to manage payroll, scheduling, and guest satisfaction metrics while coordinating with multiple departments. A valid driver’s license is required.