Front Office Manager, Lobstick Lodge

The Front Office Manager is responsible for the smooth operation of the Front Desk Team at the Lobstick Lodge & Chateau Jasper . This position will provide leadership to a team of supervisors and front-line team members, working closely with our hotel management team. We are looking for a strong and energetic leader who is organized, detail oriented, and passionate about hospitality.

• Work in a dynamic, culturally diverse team from around the globe
• Seasonal work experience in iconic, unforgettable, and inspiring locations
• Fast-paced and active position – get your step counter ready!
• The chance to work in an inclusive culture and make life-long friends
• Opportunities for career growth or future work at other Pursuit locations
• Access to one of the world’s most beautiful and iconic National Parks

• Reporting to the Hotels Manager, the Front Office Manager will provide leadership to a team of Front Desk Supervisors and Front Desk Agents at two of our properties in Jasper.
• Oversee scheduling and training of the Front Office team, working closely with the Front Desk Supervisors.
• Act as a Hotel Manager during absences and scheduled days off.
• Responsible to carry an on-call phone for after-hours emergencies, up to five (5) days per week.
• Collaborate with our Guest Services Manager, and act as a Jasper champion to ensure Standard Operating Procedures (SOPs) are enforced and consistent between properties and geographies.
• Assist the Accounting Department with group billings and make required adjustments to guest reservations.
• Learn the procedures of Front Desk Agent and Night Auditor and be available to work a variety of shifts including morning (7:00am-3:00pm), afternoon (3:00pm-11:00pm), and overnight (11:00pm – 7:00am).
• Supervise the activities of hotel operations and report significant issues to the hotel management team for review and investigation.
• Effectively handle all guest complaints, taking corrective action to prevent recurrence and convert the guest into a repeat customer.
• Provide all frontline staff with tools and training to handle guest concerns and complaints in a consistent manner.
• Assist the Front Office teams with overbooking situations, and coordinate room or property moves.
• Ensure all staff are thoroughly familiar with the Hotel’s emergency procedures, and in a state of preparedness for any emergency.
• Coordination of information with the Housekeeping, Maintenance and Food & Beverage Teams.
• Anticipate the needs of arriving, and in-house guests.
• Monitor check-ins for group arrivals or suspected double bookings.
• Ensure all computer equipment is in working order and request necessary fixes with the IT Team.
• Be the primary lead to review and respond to online reviews for the hotels.
• Ensures the Hotels look presentable to welcome arriving guests.
• Enforces Hotel policies and disciplinary procedures.
• Assists and orients new arriving employees.
• Coordinates feedback on all reservation activities with the Hotel Managers.
• Actively balance room inventory on a nightly basis, adjusting for any late day changes.

• Able to speak, read, write and understand the primary language(s) used in the workplace
• Excellent communication skills, both verbal and written
• Most tasks are performed in a team environment with the employee acting as a team leader
• Able to work with minimal direct supervision
• Proven computer skills
• Experience in office procedures, ordering materials, and scheduling.
• High school or equivalent education required, Bachelor’s Degree or related technical school degree preferred
• Five to seven years in a major hotel, or building, including 2 years in a supervisory capacity
• All employees must maintain a neat, clean and well-groomed appearance per Pursuit standards

• Beautiful. You’ll work in an iconic, unforgettable and inspiring National Park. You’ll see amazing scenery and wildlife. You’ll participate in team events – and fun!
• Independent. You’ll spend your days in and around our historic hotel
• Remote. Our home is filled with trees, lakes and blue-bird skies; rather than buildings, freeways and smog. Connect with friends around a bonfire instead of through WiFi
• Busy. You need to be prepared for a physical working environment with walking, stair climbing, bending, reaching, lifting (up to 50 pounds with assistance) required