Front Office Manager

Overview

We are seeking a highly motivated and service oriented Front Office Manager to join our team at The Westin Bear Mountain Resort & Spa, located in beautiful Victoria, BC.

This key department head role is responsible for leading the daily Front Office operation, including Front Desk, Guest Services, Bell services, and related arrival and departure processes. The successful candidate will support exceptional guest experiences, team engagement, operational efficiency, and consistent execution of hotel and brand standards.

• Manage daily Front Office operations and act as a key communication hub between operational departments
• Ensure staffing levels and schedules are aligned with business demands, guest service needs, and financial objectives
• Lead, coach, train, and support Front Office associates, supervisors, and Bell team members
• Recruit, interview, onboard, and support the development of Front Office team members
• Monitor guest satisfaction scores, guest feedback, and service trends, with a focus on continuous improvement and corrective action where needed
• Handle guest inquiries, service recovery, and emergency situations with professionalism and sound judgment
• Manage and participate in the Manager on Duty program as required
• Support departmental budgets through effective cost controls, productivity awareness, and well managed schedules
• Set departmental goals, communicate priorities, and support the team in achieving service and operational objectives
• Ensure team members maintain current knowledge of resort products, services, events, activities, and amenities
• Maintain strong communication and working relationships with all departments, as well as external guests, customers, and suppliers
• Ensure Westin and Marriott brand standards, hotel policies, SOPs, and procedures are consistently applied
• Support and drive Front Office related brand programs, including Marriott Bonvoy engagement and recognition standards
• Participate in hotel operations meetings and interdepartmental meetings requiring Front Office attendance
• Perform Front Office Associate duties when operationally required
• Support Night Audit coverage as needed

• Minimum 2 years of experience in a hotel Front Office supervisory or management role
• Previous experience as a Front Office Manager, Assistant Front Office Manager, Guest Services Manager, or Rooms Operations leader is required
• Marriott, Westin, or branded hotel experience is considered an asset
• Strong knowledge of Front Desk operations, guest service standards, reservations, billing, and property management systems
• Experience with PMS, Lightspeed, Opera, or a similar property management system is considered an asset
• Strong leadership skills with the ability to coach, motivate, and support a team
• Excellent communication, organization, and problem solving skills
• Calm and professional approach when handling guest concerns, service recovery, and emergency situations
• Good financial awareness and ability to support departmental cost controls
• Accountable, resilient, and able to work effectively under pressure
• Flexible schedule with the ability to work evenings, weekends, holidays, and nights as business demands
• Must be legally eligible to work in Canada

Location:

1999 Country Club Way, Victoria, BC, Canada, V9B 6R3

Schedule:

Full Time

Position Type:
Management

Located Remotely?: N

Salary: $65,000.00 to $75,000 per year. Remuneration commensurate with experience and in accordance with our established compensation guidelines. We offer a competitive package of benefits and perks.

This hotel is owned and operated by an independent franchisee, Malak Holdings. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment.

This company is an equal opportunity employer.