Front Desk Manager, Prince of Wales Hotel

Your daily pursuit is guiding and motivating your team to deliver exceptional guest service, ensuring every guest has an unforgettable experience.

The starting salary for this position is dependent on experience.

This job is posted as part of our seasonal hiring for Spring/Summer, 2025.

• Join an inclusive, global team and make life-long connections.

• Enjoy free access to Pursuit attractions and 50% off for friends.

• Get discounts on hotel stays, dining, and retail.

• Access subsidized mental health and wellness resources.

• Manage all aspects of Front Office, Bell, and parking booth operations including scheduling, training, coaching, performance management, guest services etc
• Ensures departmental expenditure and labor is kept within budget by through best business practices
• Acts as an ambassador of the Hotel and the National Park offering guests information about hotel history, available services, points of interest in the surrounding area, and entertainment options
• Leads by example, trains and coaches' team to provide excellent, memorable guest service and complete front desk procedures
• Diligently track and manage cash, credit, debit, and room charge transactions for the front office team

• Effectively manage and forecast rooms sold to achieve the highest occupancy and guest satisfaction.
• Leads the front office team to communicate effectively and respond/manage appropriately in emergency situations and incident reporting.
• Effectively resolve guest complaints and restore guest satisfaction through active listening, creative problem solving and appropriate compensation.
• Follows up and responds to positive and negative reviews, surveys, comments and feedback via phone, email, software, and in person.
• Communicate effectively with all departments & managers to ensure coordination with arrivals, departures, guest needs, etc.

• Assist team with check ins, check outs, luggage and other front office duties when necessary
• Implement sales goals and other incentive-based programs for guest service team
• Keeps record of potential safety and maintenance issues and communicates details to appropriate departments
• Ensure compliance with internal SOPS and company standards
• Maintains a clean, organized, and safe working environment for staff and guests

• Responsible for monitoring and ordering stationary supplies for all departments
• Effectively manages lost and found processes and follow up.
• Wears the proper uniform and ensures team appearance and presentation standards are upheld
• Fosters a fun, positive and motivating team culture focused on excellent guest service.
• Assists in planning, leading and chaperoning of staff events.

• Offers assistance to guests and teammates where needed
• Be a utility player who can complete a variety of job duties
• Perform other duties as requested by management

• Hotel Management degree or 2-3 years related management experience required
• 1-2 years previous hotel front desk experience required
• Work-ethic and commitment to the team and guest is key
• Willing and able to work solo or as part of a team

• Committed to Safety First and the highest quality of cleaning & sanitizing standards
• Organized with a great eye for detail
• Kind to others and always bring your best
• A good communicator, guest centric, always suggesting ideas and solutions
• Helpful and friendly, willing to go the extra mile

• Relaxed, flexible and able to handle a few curve balls
• Ready to have fun!