Douglas Fir Resort & Chalets Banff Front Desk Manager

Douglas Fir Resort & Chalets
525 Tunnel Mountain Dr, Banff, AB
Douglas Fir Resort & Chalets
525 Tunnel Mountain Dr, Banff, AB
Job details

Job type
Shift and schedule
Weekends as needed
Night shift
Day shift

525 Tunnel Mountain Dr, Banff, AB

Pulled from the full job description
Dental care

Full job description
We are looking for a Front Office Manager!

The Front Office Manager should possess strong communication skills, demonstrate leadership abilities and must possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests and employees.

We expect our leaders to lead from the front and help enhance the guest experience by providing exceptional service.

Front Office Manager must have the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers and employees.

The starting salary for this position is dependent on experience.


Highly organized, results-orientated with the ability to be flexible and work well under pressure in a fast paced, changing environment
Graduate of Hotel Management or Hospitality program a definite asset
Minimum 1 year previous front desk supervisory experience, preferably in a large volume property
The position may require, day, evening or night shifts, extended periods of standing , periods of independent work and brief exposure to cold air due to the location of the front desk.
Extensive knowledge of Front Office policies and procedures.
Must have a flexible schedule, willing to work weekend
Fluent English proficiency, French an advantage.
Previous Microsoft Office Suite and PMS (RoomMaster) experience an asset
Key Accountabilities/ Management duties:
Leads by example and supervises daily operations of the Front Office; assists with check-ins and check-outs at the front desk; while consistently maintaining high level of service.
Manages all aspects of Guest Services including: Night Audit, Reservations, and supervises and schedules staff
Responsible for the daily shift operations of the front desk including check ins/outs, taking reservations and answering guest queries in a friendly & professional manner and resolving guest concerns/complaints.
Proactive approach on guest comments / issues, ensuring these are handled in a timely and professional manner meeting or exceeding guest expectations.
Helps achieve departmental goals and contributes ideas for better guest satisfaction, colleague relations and revenue enhancement by providing motivational leadership.
Is able to work and assist in other areas as needed.
Performs any other duties as assigned by management.
Coaches and develops skills of all departmental staff to the best of their potential.
Implements, maintains, and monitors all employees as stated above in order to consistently meet established company standards and achieve the highest level of customer satisfaction.
Ensures that employees are fully knowledgeable on all hotel facilities, daily functions, current hotel promotions, as well as local activities within the community
Maintains appropriate standards of conduct, dress, hygiene, uniforms and appearance of Guest Services employees.
Review schedules regularly to ensure maximum productivity while ensuring excellent guest service
Ensure smooth shift changes with proper pass-on to the next shift
Stay current on industry/competitive trends and make recommendations for improvements
assist in managing the recruitment, interviewing and training off all front office employees
Other duties as assigned
Training Responsibilities Lead, teach, coach, and inspire the Front Desk team to turn moments into memories for our guests

Ensure new Guest Service agents are trained accurately and on a timely basis.
Ensuring hands on instruction with trainee’s
Provide on-going coaching of Guest Service Agents
Continually seeks new training methods and supplementary materials to enhance the training program and training results at Guest Services.
They will lead in the achievement of the departments’ revenue goals through training, motivation, promotion,
Instructs and trains employees to follow safe working practices

Health & Dental benefit eligibility.
Discounted Hotel stays for friends & family.
Subsidised Staff Accommodation.
Banff Transit Pass
Job Type: Full-time

Work Location: In person

Popular in Canada's National Parks

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