Duty Manager - Hotels - Winter 2026/27

Big White Ski Resort•Area E (Beaverdell/West Boundary), BC

1d•Onsite

About The Position

As part of the Hotels Front Desk Team, you are the face of the resort; you will greet and register guests from all around the world. The Hotel’s Front Desk is the hub for all the guests staying in that property and is consistently busy with guest interaction. We are looking for someone who can provide our guests with friendly, efficient and professional customer service while working in a fast-paced environment. As a Duty Manager, you are responsible to lead and direct the Front Desk team to aid in the smooth operations of the Front Desk and to ensure that we are providing our guests a level of service that exceeds their expectations.

Requirements

Previous Management or Supervisor experience
Customer service experience
Excellent communication skills
Reliable and responsible
Quick thinker and strong ability to problem solve
Strong complaint handling and resolution skills
Team Management skills
Detail orientated
Professional appearance and manner
100% guest service oriented, having excellent people skills
Energetic and upbeat personality, contributing to the to the positive work atmosphere
Position may require a full-privileged BC driving license (no L’s, N’s or P’s). In addition, must have had a driving license for 3 years with a clean driving record
Must be legally entitled to work in Canada
Ability to work well under pressure in a fast-paced environment, handling high volumes of challenging guest-related interactions with professionalism

Responsibilities

Assist in training new hires
Supervise Front Office staff, including Front Desk, Night Auditors & Bellpersons ensuring a high level of customer service is maintained at all times
Ensure a professional appearance is maintained by yourself and all staff
Uphold and enforce company policies
Handle all guest interactions with the highest level of hospitality and professionalism
Troubleshoot all guest issues / problems, determine resolves and process all guest compensation issues
Ensure accurate information is provided to all clients with respect to all Big White and Big White Central Reservations products
Conduct Direct, Travel Trade and Group guest check in and check outs following all correct procedures
Make walk in reservations ensuring all bookings made adhere to Big White Central Reservations payment and cancellation policies
Take cash, credit card and debit card payments when necessary
Answer and direct a high volume of incoming calls in a professional and consistent manner
Assist guests with all questions and reasonable requests, keeping up to date on all current mountain events and conditions
Ensure high level of customer service is maintained at all times with genuine care to attention and detail
Build a strong relationship with all departments, including Call Center, Groups, Transportation, Housekeeping, Maintenance and Owner Relations
Fulfill tasks in a time sensitive manner
Follow all Health & Safety protocols and procedures
Work with Management to access and improve procedures and policies
Develop a good understanding of village layout and be able to give directions to all units in rental pool and amenities on mountain
Ensure Front Office and Lobby area is clean and tidy at all times
Any other reasonable requests made by a Central Reservations Manager