Front Office Manager, Banff Lodging

Pursuit Collection•Banff, AB

11d•Onsite

About The Position

The Front Office Manager is responsible for leading Front Desk operations, delivering a consistently high standard of guest service, and ensuring smooth administrative, financial, and people management functions across the operation. This role requires a visible, hands-on leader who sets service standards, drives accountability, and supports both guests and team members in a dynamic hospitality environment.

Requirements

Minimum 5–7 years of experience in a hotel or hospitality setting, including 2–4 years in a supervisory or management role.
Previous Front Desk or Rooms Division experience required.
Proven ability to lead, coach, and motivate teams while also working independently with minimal supervision
Excellent verbal and written communication skills, with the ability to interact professionally with guests, colleagues, and external partners.
Strong organizational skills with the ability to manage multiple priorities, schedules, and operational demands.
Solid computer proficiency, including property management systems, Microsoft Office, and general administrative applications.
Working knowledge of scheduling, payroll, office administration, ordering supplies, and basic budget tracking.
Demonstrated commitment to guest service excellence and a strong work ethic.
Strong problem-solving skills with the ability to remain calm, flexible, and solutions-focused under pressure.
Commitment to safety, cleanliness, and adherence to hotel policies, procedures, and standards.
Professional presentation and grooming standards maintained at all times.
Positive, approachable leadership style with a willingness to support guests and team members and handle unexpected challenges.
Must Possess a valid Class 5 Driver's License

Responsibilities

Provide leadership to a team of Front Desk Supervisors, Seasonal PAC Supervisor and Front Desk Agents.
Act as a Hotel Manager during absences and scheduled days off.
Lead and manage all Front Desk operations, including scheduling, training, coaching, performance management, and daily supervision.
Act as a role model for professional, service focused behavior and set clear expectations for guest experience standards.
Oversee arrivals, departures, group check-ins, VIP handling, Pursuit Adventure Centre, Retail and concierge services to ensure a seamless guest journey.
Monitor guest satisfaction metrics, surveys, and online reviews, ensuring timely responses and continuous improvement.
Serve as the primary escalation point for guest concerns, resolving issues effectively and implementing corrective actions to prevent recurrence.
Coordinate closely with Housekeeping, Maintenance, Reservations, Retail, F&B, and other departments to ensure operational alignment.
Balance room inventory on a daily, weekly, and monthly basis, adjusting FIT and group blocks in coordination with the Reservations Manager.
Support revenue objectives through upgrades, upselling, and effective inventory management.
Prepare, manage, and approve Front Office schedules in line with labour standards and business demand.
Ensure payroll is accurate, completed on time, and submitted for all pay periods.
Ensure the Front Office, lobby, and public areas are well-presented, safe, and welcoming at all times.
Identify, document, and communicate safety, security, and maintenance concerns to the appropriate departments.
Ensure all Front Office team members are trained in emergency procedures and remain prepared to respond to incidents.
Enforce company policies, operational standards, and disciplinary procedures fairly and consistently.
Lead recruitment, onboarding, orientation, and ongoing skills development for the Front Office team.
Foster team engagement through regular communication, feedback, recognition, and development initiatives.
Act as Manager-on-Duty during evenings, weekends, holidays, absences, and after-hours emergencies.
Responsible to carry an on-call phone for after-hours emergencies, up to five (5) days per week.
Be available to work a variety of shifts, including mornings, afternoons, and overnight shifts as operationally required.
Represent the organization professionally in all interactions with guests, suppliers, partners, and colleagues.
Support senior leadership with administrative responsibilities, operational projects, and company initiatives, including P2P activities.
Perform other duties as assigned to support overall hotel operations.