Assistant Front Office Manager

Burrard•Whistler, BC

5d•Onsite

About The Position

The Crystal Lodge in the heart of Whistler village is currently recruiting for a full-time Assistant Front Office Manager. The Assistant Front Office Manager oversees front desk operations during assigned shifts and partners with the Director of Guest Experience, to elevate service standards, guest satisfaction, and team performance. This role balances hands-on leadership with supporting strategic initiatives that create memorable, authentic Whistler experiences.

Requirements

Previous supervisory/ managerial experience within a customer service industry is essential. Ideally within a hotel setting.
Full, valid BC Drivers License is required.
Outstanding communication skills – written, interpersonal, verbal and listening.
Strong understanding of hotel’s software, networks and server platforms
Strong and quick decision-making skills with the confidence to present solutions when faced when unexpected problems arise.
Excellent time-management, organizational and delegation skills that maximize your time, and encourage team development.
Detail oriented, analytical and a professional manner are essential, with the ability to self-motivate and support the Front Office team during busy periods.
Must be proficient in the use of MS Office applications, previous knowledge using a PMS system, and the use of Extranets is essential.
Applicants must be currently authorized to work in Canada.

Nice To Haves

Previous knowledge working with financial budgets and managing operations are an asset.

Responsibilities

Responsible for managing the Front Desk department which includes the recruiting, onboarding, training and performance management of all roles within the Front Desk department.
Uphold the Crystal Lodge service culture and ensure that all members of the team are to standard. When required, provide additional training and support to the team acting as a visible, hands-on leader that excels in delivering personalized and memorable guest experiences that reflect the hotel’s unique Whistler character.
Hands on support with all facets of Front Office department, this will involve checking guests in/out, making reservations, handling guest concerns and more. Address guest concerns and service recovery in real time, turning challenges into loyalty-building moments.
Act as a bridge between front desk staff and the Director of Guest Experience, ensuring operational consistency and smooth communication across shifts.
Coach and mentor front desk, concierge, and bell staff to consistently exceed guest expectations, ensuring authentic, warm, and proactive service.
Work closely with the Director of Guest Experience to develop, implement, and refine front office policies, procedures, and service standards.
Manage all guest recovery elevated beyond Managers on Duty (in-house and post-departure) that are in favour of both the guest, and the hotel. Provide solutions where possible and create action plans where needed to prevent these incidents from arising again.
Model the hotel’s values and brand voice, demonstrating authenticity and enthusiasm for local Whistler experiences.
Lead lobby animation program during peak seasons that exceed guest expectations by providing variety and themed events throughout.
Attends (and leads when necessary) daily morning meetings and Front Desk department meetings in a professional manner that address operations, VIP’s, sales incentives etc. Providing effective communication to guarantee seamless room readiness and guest satisfaction.
Maintain operational standards including cash handling, audit procedures, and adherence to hotel policies.
Available to attend emergency situations on property to act as a lead to resolve incidents in a timely, safe and calm manner.
Monitor and identify guest feedback and trends from survey responses and support the Director of Guest Experience in implementing initiatives that elevate the overall guest experience.
Assist in recognizing and celebrating staff achievements, fostering engagement and retention.
Maintain a strong working relationship with Sales Department to keep up to date with current rate offerings, sales incentives, promotions etc. that may impact demand levels of the Front Office team.
Support the Crystal Lodge’s environmental commitments, including responsible waste separation, water and energy conservations and participation in green initiatives.
Please note that this list is not exhaustive, and you will be required to complete additional duties that ensure the Front Desk team, and wider business are successful in operations.