Pre-Opening, Front Office Manager - Cabot Revelstoke Mountain Lodge
About The Position
The Front Office Manager oversees all front office and concierge operations, ensuring the delivery of exceptional guest service and the seamless execution of arrivals, departures, and guest interactions. This role leads the front office and concierge teams, manages daily operations, and coordinates with internal departments to provide efficient, personalized, and memorable guest experiences. The Front Office Manager is responsible for maintaining service standards, optimizing operational performance, and supporting team development while enhancing the overall guest journey from arrival to departure.
Requirements
- Previous experience in front office, guest services, or concierge roles within a hotel or resort environment, with a strong understanding of luxury service standards
- Proven experience overseeing front desk operations, including arrivals, departures, reservations, and guest service delivery
- Experience creating personalized itineraries, coordinating guest activities, and managing concierge services or partnerships
- Strong background in handling guest concerns, service recovery, and high-touch guest interactions
- Demonstrated leadership experience, including team supervision, training, and performance management
- Proficiency with hotel systems (PMS), cash handling procedures, and front office operations
- Excellent written and verbal communication skills
- Flexible availability, including evenings, weekends, and holidays
Nice To Haves
- Guest-focused mindset with a passion for creating memorable experiences
- Strong problem-solving and decision-making abilities in a fast-paced environment
- Excellent communication and interpersonal skills
- High level of organization, attention to detail, and time management
- Ability to multitask and prioritize competing demands
Responsibilities
- Oversee all guest interactions across Front Desk and Concierge, ensuring a seamless and personalized experience from arrival to departure
- Resolve escalated guest concerns promptly and professionally, ensuring effective service recovery
- Ensure VIP arrivals, special requests, and guest preferences are executed to Cabot’s luxury service standards
- Oversee daily Front Office and Concierge operations, including arrivals, departures, reservations, and guest services
- Ensure accuracy and efficiency of PMS systems, billing, and cash handling procedures
- Maintain cleanliness, organization, and readiness of front-of-house areas including lobby and reception spaces
- Lead, coach, and develop Front Desk and Concierge teams to drive performance, engagement, and service excellence
- Conduct training, onboarding, and performance management to uphold brand standards
- Ensure team adherence to policies, procedures, and service expectations
- Monitor daily reports including occupancy, arrivals/departures, and guest feedback
- Manage scheduling, staffing levels, and payroll to align with business needs
- Maintain accurate records, logs, and communication for operational handover and leadership review
Benefits
- Complimentary Season’s Pass to Revelstoke Mountain Resort, providing access to world-class skiing and year-round mountain experiences
- Comprehensive Health, Dental, and Vision benefits following eligibility
- RRSP matching program after 6 months of employment
- Opportunities for career growth and advancement within a dynamic and expanding hospitality organization
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
