Assistant Front Office Manager

AccorHotel • Banff, AB

3h • CA$60,000 - CA$63,000 • Onsite

About The Position

As the Assistant Front Office Manager, you are at the heart of the resort experience - welcoming guests, setting the tone in the lobby, and ensuring every arrival, stay, and departure feels seamless and personal. You lead by example, supporting the Front Office team with a calm, confident presence and a sharp eye for detail, while ensuring service standards are consistently delivered at the highest level. In this role, you balance hands-on leadership with operational excellence. You anticipate guest needs, resolve concerns with professionalism and warmth, and work closely with other departments to create a smooth and elevated guest journey. Every day brings something new, and you thrive in a fast-paced luxury environment where memorable service, genuine connection, and team culture matter.

Requirements

• Front Office leadership experience in a luxury or high-volume hotel environment.
• Post-secondary degree or diploma in Hospitality Management or a related field.
• Strong operational and analytical skills with a focus on accuracy, efficiency, and results.
• A proactive, driven leadership style with comfort managing multiple priorities at pace.
• Clear, direct communication skills with the ability to lead teams through change.
• Experience with PMS systems (Opera Cloud preferred).
• Must be legally authorized to work in Canada.

Nice To Haves

• Familiarity with Banff National Park or resort-style operations.

Responsibilities

• Oversee daily Front Office operations, including Front Desk Agents, Front Desk Supervisors and Night Auditors.
• Maintain a visible and engaging lobby presence, anticipating guest needs and ensuring smooth operational flow during peak periods.
• Ensure consistent delivery of elevated, personalized service aligned with Rimrock standards.
• Manage escalated guest concerns with empathy, discretion, and effective service recovery.
• Lead scheduling, training, and performance conversations to support accountability, engagement, and career development.
• Coach and develop team members, identifying future leaders and supporting growth pathways within the Front Office.
• Set clear expectations and provide direct, timely feedback to maintain high performance standards.
• Act as department lead in the absence of the Front Office Manager, ensuring continuity of leadership and service excellence.
• Drive efficiency through strong organization, attention to detail, and disciplined execution of Front Office processes.
• Analyze workflows, identify gaps, and implement improvements that enhance the guest journey and team effectiveness.
• Ensure accuracy in reporting, cash handling, room status coordination, and system usage.
• Support the adoption of new tools, systems, and procedures to improve speed, quality, and consistency.
• Partner closely with other operational teams to ensure seamless guest experiences.
• Communicate clearly, confidently, and directly in fast-paced environments.
• Take initiative in decision-making while remaining aligned with overall hotel strategy and brand direction.

Benefits

• Comprehensive benefits package (Medical, Vision & Dental) including extended benefits like; Mental Health, Orthodontics, Fertility Drugs and Gender Affirmation for full time permanent status employees after 3 months.
• Defined Contribution Pension Plan with employer matching up to 5% of annual earnings for full time permanent status employees.
• Employee travel program with discounts on room rates as well as on food & beverage at Accor properties world-wide.
• Access to the Mountain Explorer Travel Program, exclusive room rates for colleagues, which includes 50% off all food & beverage when staying at Accor Hotels in Banff, Lake Louise, Jasper & Whistler.
• One complimentary buffet meal per shift in our staff cafeteria.
• Subsidized shared Staff Accommodation (subject to availability).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree