Job Description

Position Summary

The Front Office Manager plays a key leadership role in delivering exceptional guest service and ensuring smooth daily operations at the front desk. Reporting directly to the General Manager, this role supports the Guest Services team, oversees reservation accuracy, and fosters a welcoming environment for guests and owners alike. With a strong focus on personalized hospitality, team coordination, and operational excellence, the Front Office Manager contributes meaningfully to both the guest experience and the overall success of the hotel.


This full-time position is ideal for a detail-oriented, guest-focused leader with a passion for hospitality and a commitment to team development.

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Key Focus Areas

Guest Experience

: Personalized service, VIP arrivals, concierge support, guest feedback tracking

Operations

: Daily team meetings, scheduling, interdepartmental coordination, audits

Safety

: Public area safety, emergency procedures, cleanliness culture

Administration

: Reservation accuracy, reporting, incentive programs, team development

Leadership

: Role modeling Sundial's values, empowering staff, resolving issues with sound judgment

Key Responsibilities

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Guest Satisfaction

Provides warm and courteous greetings to all guests and owners. Greets guests by name whenever possible. Handles reservation inquiries with professionalism and a focus on conversion. Responds to guest communications promptly and accurately. Maintains up-to-date knowledge of hotel layout and amenities. Assists guests with directions, transportation, and activity bookings. Coordinates amenities and welcome cards for VIP, group, and owner arrivals. Identifies opportunities to enhance guest experience. Maintains local knowledge to assist guests with recommendations. Resolves guest concerns using good judgment and empowerment. Tracks guest feedback and supports continuous improvement.
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Operations & Efficiency

Supervises daily front desk operations and supports Guest Services team. Attends and contributes to daily morning meetings. Audits daily deposits and reviews reservations for accuracy. Ensures completion of daily checklists and operational trackers. Prepares and posts staff schedules based on forecast. Communicates effectively across departments to ensure smooth operations. Maintains Manager on Call schedule and provides coverage as needed. Attends weekly operations meetings and submits weekly updates. Supports collaboration with Director of Sales and other departments.
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Safety

Maintains a clean and safe lobby environment. Follows emergency procedures and safety protocols. Promotes health and safety awareness among team members.
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Administration

Inputs and reviews reservations with accuracy. Processes guest correspondence using templates and timely responses. Tracks and reports front desk sales commissions. Conducts regular check-ins with team members. Maintains confidentiality and adheres to hotel policies. Supports inventory tracking and office supply management.
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Performance Expectations

Demonstrates Sundial's core values and service philosophy. Arrives on time and supports team collaboration. Maintains professionalism in all communications. Supports guests and owners with care and integrity. Meets deadlines and follows through on responsibilities. Uses sound judgment and seeks support when needed.

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Requirements

Experience

: 2-4 years in hotel front office operations, with supervisory experience preferred

Skills

: Strong organizational, interpersonal, and administrative abilities

Systems

: Familiarity with hotel PMS platforms (e.g., RDP)

Availability

: Flexible schedule, including weekends and holidays

Attributes

: Passion for guest service and team leadership

Assets

: Interest or experience in revenue management

Perks & Benefits - Sundial Hotel

At Sundial, we're proud to offer a supportive and rewarding work environment with a range of benefits designed to enhance your lifestyle and well-being:

Staff Parking

: Convenient parking in Whistler Village

Bike & Ski/Snowboard Storage

: Secure seasonal gear storage for staff

Extended Health Benefits

: Available ASAP -- no probation period

Bonuses

: Seasonal (Winter & Summer) and annual performance bonuses

Staff Accommodation

: Provided for eligible full-time roles *

Staff Activities

: Regular social events to foster connection and celebrate our team