Hotel Front Desk Manager -Best Western Valemount

Position Overview: The Front Desk Manager plays a key role in providing exceptional customer service and ensuring the smooth operation of the hotel's Front Desk. As a member of the management team, you are supporting overall hotel operations and leading your team by example.

Responsibilities are as follows:

Leadership and Strategy

• Reflecting culture and values
• Planning and goal setting for the department
• Ongoing learning and development

• Be a professional participant on the management team
• Share and support company values and culture with colleagues and staff
• Maintains a high level of professionalism in conduct, appearance and demeanor.
• Participate in Emergency Planning and Health and Safety Committee as required.

• Team Management and Support
• Developing a collaborative team with shared values
• Effective delegation
• Managing change
• Strong communication
• Be on call during designated times for Front Desk needs day and night.
• Arranging cover & working Front Desk shifts including night audit when staff call in sick and as necessary.
• Supervise and develop/manage the schedule for a team of up to 10 people
• Provide training, coaching and performance evaluations for Front Desk Agents and Night Auditor as required.
• Assisting Front Desk staff as needed with guest issues, discounts, Front Desk procedures etc.
• Operational Excellence/Authority level
• Managing day to day operations
• Following process as requires, introducing and facilitating changes when needed.
• Maintain professional and friendly communications with all departments
• Ensure that all Occupational Health & Safety policies and training are followed.

• Guest Satisfaction
• Monitoring feedback and responding appropriately
• Following appropriate trends and reacting or acting appropriately
• Ensuring customer oriented and friendly service all the time – meeting or exceeding Best Western standards.
• Provide information on hotel facilities and local points of interest
• Provide guest services (concierge) coordination as required.

• Register arriving guests, including groups and process check-outs.
• Process telephone calls, e-mail and reservations from all sources.
• Address complaints and specific customer requests.

• Financial Management/Authority level
• Monitor budgets and spending
• Seize opportunities to generate revenue.
• Monitor, stock and submit requests for office supplies to Manager.
• Manage inventory as required.
• Complete cash summary and submission each shift.

What is needed to succeed:

• Must have completed post-secondary or equivalent in a related field; Preference will be given to candidates with post-secondary education in hospitality/business administration or related field.
• At least two years in a similar position.
• One year of management experience in a hotel environment preferred.
• Core Competencies: Team building, Problem solving, Decision making, Communication, Leadership.
• Commitment to exceptional customer service.
• Ability to remain calm under pressure.
• Strong attention to detail.
• Adaptability and flexibility.
• Positive attitude and willingness to learn.
• Ability to multitask efficiently.

Working Conditions:

• Must be able to stand for 4-8 hours per day.
• Ability to lift up to 40 lbs.
• Regular stretching, bending, and kneeling may be required.
• Shift work, including evenings and weekends, is expected.
• Availability for overtime may be required.
• On-call duty might be necessary.

Our Values

Love it – Exemplify a culture of caring by showing sincere kindness and compassion to all people.

Own it – Take responsibility for your actions, knowing the impact that they have on the company, guests and peers.

Share it – Share your experiences with guests and team members, fostering unity and connection.

Solve it- Take an active role in problem-solving, employing innovation and collaboration to solve challenges.

Laugh. Find joy and fun in everyday moments, encouraging a positive and enjoyable environment.

#BWV