Front Office Manager

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.

• 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

• 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.

• 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,…