Manager on Duty

Burrard • Whistler, BC

1d • CA$26 - CA$28 • Onsite

About The Position

The Crystal Lodge is seeking a Manager on Duty to join their Front Desk team. This role is an excellent opportunity for experienced Front Desk/Reservations Agents to advance their careers. The Manager on Duty (MOD) serves as the primary point of contact in the absence of senior management at the hotel. The successful candidate will collaborate with other MODs, making necessary decisions without immediate senior management approval, and will be responsible for ensuring all hotel standards, policies, and procedures are upheld.

Requirements

• Full, valid BC driver's license.
• At least 3 years of experience working within a customer service setting.
• Previous experience working as either a Front Desk or Reservations Agent.
• A minimum of one year supervising a team.
• Experience using in-house computer systems such as RDP, LodgeNet, Protobase, MS Office for reservations and other tasks.
• Ability to lead by example and inspire a highly motivated, positive, and committed team.
• Passion for delivering exceptional customer service.
• Excellent organizational, leadership, time management, and communication skills.

Nice To Haves

• Experience completing Night Audit duties.
• Willingness to complete Night Auditor shifts on occasion for vacation and sickness coverage on a rotational basis.
• Experience with Front Office budgets.
• Experience with disciplinaries.
• Experience with cash handling.
• Possession of a tourism/hospitality diploma.
• Knowledge of a second language.

Responsibilities

• Checking guests in/out of the hotel, providing assistance with luggage, car valet, and concierge services to ensure memorable guest stays.
• Assisting with the direct supervision of the Front Office team in the absence of the Front Office Manager, ensuring prompt and professional handling of all matters.
• Taking ownership and supporting team members in resolving customer complaints in line with hotel policies.
• Providing training to new employees on hotel procedures and policies to ensure proficiency.
• Ensuring incidents within the hotel are handled correctly and documented appropriately.
• Maximizing incremental sales by achieving walk-in and up-sell targets.
• Resolving guest billing issues in the absence of senior management.
• Communicating effectively with the Night Audit team to keep all departments updated on processes, objectives, initiatives, policies, and emerging guest trends.
• Providing support with services such as bell/valet services, and bike and ski storage (season dependent).
• Supporting the Crystal Lodge’s environmental commitments, including waste separation, water and energy conservation, and participation in green initiatives.
• Completing additional duties as required to ensure the success of the Front Office team and the hotel.

Benefits

• Staff discounts at Beacon Pub & Eatery, and Table Nineteen at Nicklaus North.
• Extended health benefits.
• Annual complimentary stays within the hotel.
• Participation in summer and winter programs (spirit pass program and summer bonus!).
• Monthly birthday and anniversary celebrations.
• Golf discounts at GolfBC courses.
• Length of service awards and celebrations.
• Development and training opportunities to enhance hospitality career.
• Staff events year round.

What This Job Offers

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