Director Of Front Office & Reservations

Esquimalt, BC, CA, Canada

Job Description

We've transformed the former English Inn into Rosemead House: a destination rooted in tradition yet surprisingly playful, and a nostalgic escape that's anything but ordinary. This is a living legacy inviting locals and travelers to experience Southern Vancouver Island's best-kept secret Each of our 28 guest rooms is rooted in history and refreshed for the modern traveler. With hand-picked furnishings, restored architectural details, and a welcoming sense of ease, these are spaces where you'll be glad to linger. Soon to be complemented by 13 long-stay residential suites, the resort also includes Janevca, our award-winning restaurant and lounge, and Salt & Ivy, a luxuriously appointed spa opening fall 2025.

Position Details



Reporting to the General Manager, the Director of Front Office & Reservations is responsible for leading the hotel's Front Desk, Guest Services, and Reservations operations, with a strong focus on delivering exceptional guest experiences and maximizing revenue opportunities. This role provides strategic leadership and operational oversight, ensuring smooth daily operations, effective labor management, and compliance with company standards and BC Labour Law. The Director fosters a culture of service excellence and colleague engagement through coaching, training, and performance development. As a key member of the leadership team, the position acts as Manager on Duty when required, oversees VIP guest relations, and ensures seamless communication across all departments. Additionally, the Director collaborates closely with Sales & Marketing and Revenue teams to drive room revenue, manage distribution strategies, and support long-term business objectives.

Duties and Responsibilities



Front Office Management



Leads the Front Desk and Guest Services operations, supported by the Housekeeping Manager. Ensure appropriate training for colleagues; provide coaching, feedback, and recognition to support professional development. Oversee daily arrivals, departures, and lobby presentation to ensure smooth operations and high guest satisfaction Act as Manager on Duty, supporting all departments in the absence of other managers. Manage labor planning and scheduling for Front Desk and Guest Services; review and approve payroll. Conduct performance and development discussions in accordance with BC Labour Law and company standards. Act as a primary point of contact for VIP and regular guests, assisting with reservations, group arrivals, and site inspections. Attend daily hotel and service recovery meetings and ensure clear communication across departments. Promote a safe work environment, ensuring colleagues understand emergency procedures; serve as a member of the Emergency Response Team. Foster a culture of colleague engagement and adherence to hotel policies and standard operating procedures.

Reservations Management



Lead daily reservation operations to ensure efficient and accurate booking across all channels (phone, email, online). Maintain high standards of guest service and communication from inquiry through arrival. Ensure proper mapping and integration of reservations across systems (PMS/RMS). Manage group and block bookings, ensuring timely updates and rooming lists. Monitor reservation team performance and accuracy, providing coaching as needed. Ensure guest profiles and histories are properly merged and maintained. Support the development of guest segmentation and loyalty recognition systems by maintaining accurate guest preferences and history in the CRM.

Revenue Management



Collaborate with Sales & Marketing and General Manager to implement rate strategies, forecasts, and promotions. Analyze room type strategy, booking pace, and demand across all segments. Manage channel distribution strategy and rate parity across OTA, GDS, and direct platforms. Inventory control and yield tactics by room category (e.g., upsell programs & packaging, close-to-arrival strategies) Regularly assess competitive set pricing and market trends. Support the creation of the annual revenue budget and reporting (weekly/monthly KPIs, strategic plans). Ensure data quality in segmentation, pricing, and reporting systems.

Collaboration & Communication



Act as liaison between Front Office, Reservations, and Revenue functions to relay guest preferences, special requests, and time-sensitive updates across departments to support seamless service delivery. Manage internal group block communication and maintain reservation-related details via the Outlook Shared Calendar. Inform and train teams on new systems, promotions, and strategic changes. Work cross-departmentally to align guest experience and revenue goals.

Qualifications



Required

3-5 years of progressive hotel leadership experience in Front Office or Reservations roles. Proven team leadership and people development capabilities. Strong project management skills and cross-departmental collaboration. Proficiency with Opera (or Opera Cloud), WebRez, and Microsoft Office suite. Availability to work weekends, holidays, and flexible shifts as required. Exceptional interpersonal, communication, and presentation skills.
Preferred

Experience in luxury boutique or lifestyle hotels. Degree or diploma in Hospitality, Business Administration, or related field. Working knowledge of spa and residential-style operations.
Ability to be on feet for extended periods, move throughout the property, and response quickly to guest and team needs.

Job Type: Full-time

Pay: $65,000.00-$70,000.00 per year

Benefits:

Extended health care On-site parking
Work Location: In person

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Job Detail

  • Job Id
    JD2885798
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Esquimalt, BC, CA, Canada
  • Education
    Not mentioned