Front Office Manager

Marriott • Langford, BC

6h • Onsite

About The Position

We are seeking a highly motivated and service oriented Front Office Manager to join our team at The Westin Bear Mountain Resort & Spa, located in beautiful Victoria, BC. This key department head role is responsible for leading the daily Front Office operation, including Front Desk, Guest Services, Bell services, and related arrival and departure processes. The successful candidate will support exceptional guest experiences, team engagement, operational efficiency, and consistent execution of hotel and brand standards. The ideal candidate will have strong experience in hotel Front Office operations, preferably within a full service or resort environment. Success in this role will come from strong leadership, sound judgment, effective communication, and the ability to support both guests and associates in a fast paced hospitality setting.

Requirements

• Minimum 2 years of experience in a hotel Front Office supervisory or management role
• Previous experience as a Front Office Manager, Assistant Front Office Manager, Guest Services Manager, or Rooms Operations leader is required
• Strong knowledge of Front Desk operations, guest service standards, reservations, billing, and property management systems
• Strong leadership skills with the ability to coach, motivate, and support a team
• Excellent communication, organization, and problem solving skills
• Calm and professional approach when handling guest concerns, service recovery, and emergency situations
• Good financial awareness and ability to support departmental cost controls
• Accountable, resilient, and able to work effectively under pressure
• Flexible schedule with the ability to work evenings, weekends, holidays, and nights as business demands
• Must be legally eligible to work in Canada

Nice To Haves

• Marriott, Westin, or branded hotel experience is considered an asset
• Experience with PMS, Lightspeed, Opera, or a similar property management system is considered an asset

Responsibilities

• Manage daily Front Office operations and act as a key communication hub between operational departments
• Ensure staffing levels and schedules are aligned with business demands, guest service needs, and financial objectives
• Lead, coach, train, and support Front Office associates, supervisors, and Bell team members
• Recruit, interview, onboard, and support the development of Front Office team members
• Monitor guest satisfaction scores, guest feedback, and service trends, with a focus on continuous improvement and corrective action where needed
• Handle guest inquiries, service recovery, and emergency situations with professionalism and sound judgment
• Manage and participate in the Manager on Duty program as required
• Support departmental budgets through effective cost controls, productivity awareness, and well managed schedules
• Set departmental goals, communicate priorities, and support the team in achieving service and operational objectives
• Ensure team members maintain current knowledge of resort products, services, events, activities, and amenities
• Maintain strong communication and working relationships with all departments, as well as external guests, customers, and suppliers
• Ensure Westin and Marriott brand standards, hotel policies, SOPs, and procedures are consistently applied
• Support and drive Front Office related brand programs, including Marriott Bonvoy engagement and recognition standards
• Participate in hotel operations meetings and interdepartmental meetings requiring Front Office attendance
• Perform Front Office Associate duties when operationally required
• Support Night Audit coverage as needed

Benefits

• competitive package of benefits and perks

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed