Front Desk Team Lead

Located in the heart of Victoria BC, the Strathcona Hotel is a stunning Victorian landmark that dates back to the historic gold rush era of the region. Beautifully renovated it offers some of the most unique activities in Victoria, all right Downtown. Call us to make your reservation today!

Duties and Responsibilities

• Provide day to day leadership, and support to the Front Desk team.
• Organize daily tasks and ensure efficient front desk operations.
• Greeting guests and successfully completing the check in and check out processes in a timely and pleasant manner
• Creating and managing hotel reservations from third party bookings, telephone inquiries, walk-in guests and internal bookings.
• Lead by example by demonstrating professionalism and delivering exceptional guest service.
• Train, coach, and motivate team members to maintain high service standards.
• Manage incoming internal and external telephone calls in a courteous and efficient manner.
• Welcome guests and ensure a seamless check-in and check-out experience.
• Respond promptly and professionally to guest inquiries received by phone, email, and third-party booking platforms.
• Maintain thorough knowledge of guest room types, hotel amenities, property features, and local attractions to effectively assist guests and promote hotel services.
• Accurately process and manage room reservations.
• Remain informed of daily hotel operations, including arrivals, departures, in-house guests, group bookings, special events, and departmental communications.
• Review daily arrivals and departures to verify reservation accuracy and accommodate guest requests whenever possible.
• Clearly communicate hotel policies and procedures to guests.
• Audit guest folios, verify daily charges, and resolve billing discrepancies as required.
• Review final guest accounts and process payments during check-out.
• Handle cash, credit, debit, and gift card transactions in accordance with hotel policies and financial procedures.
• Resolve guest concerns and complaints promptly, professionally, and with a focus on guest satisfaction.
• Conduct thorough shift handovers to ensure critical operational information is communicated to the incoming team.
• Monitor team performance to ensure compliance with hotel standards, policies, and service expectations throughout each shift.
• Provide coverage for Front Desk and Night Audit shifts as operational needs require.

We Offer:

• 50% off meals while working or when visiting as a guest
• Health and dental benefits
• Opportunity to attend free shows and events
• Fun work environment with opportunities for development and career advancement

Requirements

• 2+ year of hotel front desk experience is required.
• Previous supervisory or leadership experience is preferred.
• Post-secondary education in hospitality is an asset.
• Strong verbal and written communication skills in English.
• Excellent telephone etiquette and customer service skills.
• Highly organized, with strong multitasking and prioritization skills.
• Demonstrated decision-making and problem-solving capabilities.
• Ability to work cohesively with fellow colleagues as part of a team, as well as independently in a fast-paced environment.
• Available to work varied shifts, including days, evenings, weekends, and holidays.
• Must be available to work occasional overnight shifts.