Job Description

Join Our Team at the Executive the Inn at Whistler Village and Mountain Side Hotel!

At Executive, we're more than just a place to work -- we're a community. As our Front Office Manager, you'll play a vital role in creating unforgettable guest experiences by leading our front desk and guest service operations across both of our Whistler Village hotels. Your leadership will ensure every guest is warmly welcomed, efficiently assisted, and leaves with lasting memories of exceptional service and hospitality.

We take pride in our supportive and collaborative workplace culture, built on strong teamwork, open communication, and mutual respect. Our departments work seamlessly together to overcome challenges and deliver the high standards our guests expect. You'll be part of a connected, motivated team that not only works well together but also enjoys spending time together outside of work.
If you're an organized, guest-focused hospitality professional looking for a leadership role that values both excellence and work-life balance, we invite you to join us at Executive Hotels Whistler. Together, let's ensure every guest's stay is as remarkable as the mountain views that surround us.

Position Overview:

The Front Office Manager oversees all front desk and guest service operations to ensure an exceptional guest experience from arrival to departure. The Front Office Manager is responsible for managing the day-to-day operations of the Guest Services department & Front Office spaces, across both Executive Hotel's Whistler properties, located in the heart of Whistler Village.

This leadership role ensures that both hotels deliver consistently high standards of guest service, operational excellence, and team performance. The Front Office Manager serves as the primary point of contact for all guest-related matters, leads front desk and guest service teams, and supports the Operations Manager in achieving departmental and property-wide goals.

This leadership role combines the hands-on service of a Guest Service Manager with additional responsibilities in team management, revenue optimization, and departmental administration.

The ideal candidate is a hospitality professional who thrives in a mountain resort environment, leads by example, and ensures operational excellence while maintaining the hotel's brand standards.

Key Responsibilities

Leadership & Team Management

Oversee and support both front desk teams at The Executive Inn at Whistler Village and Mountain Side Hotel, ensuring consistent service, communication, and standards across locations. Provide exceptional customer service to every guest Recruit, train, and mentor guest services staff. Lead and motivate the concierge and bell teams to deliver exceptional guest service and uphold Executive Hotels' brand standards. Ensure all payments have been taken & reservations are correct in the system Oversee the communication of updates coming in from Housekeeping & Maintenance daily. Schedule and manage daily staffing levels, and labor budgets for both properties to meet operational and service demands. Conduct regular team meetings. Conduct performance reviews, coaching sessions, and ongoing team development, payroll approval, and disciplinary procedures. Promote a culture of professionalism, accountability, and collaboration between both hotel teams. Foster a positive, engaged, and performance-driven work culture aligned with company values. Successful applicants will be a "visible leader" in the lobby, supporting and empowering front desk agents while representing management to guests.

Guest Experience & Service

Oversee all aspects of the Front Office, including reception, guest services, bell staff, and concierge (as applicable). Ensure all guests are greeted warmly and professionally, and that their needs are met efficiently from check-in to check-out. Handle guest inquiries, special requests, and complaints promptly and effectively to resolve issues and enhance guest satisfaction. Responsibility for monitoring guest feedback, responding to online reviews, identify trends and implement service recovery and improvement strategies. Accountability for ensuring guest complaints are logged, tracked, and resolved promptly. Maintain a strong presence in the lobby and front desk areas to monitor service quality and staff engagement, and to support guests and team members alike Collaborate and oversee daily communication with Housekeeping and Maintenance teams to ensure room readiness and seamless guest flow with other departments. Ensure both front desks and lobby areas remain clean, stocked, and organized at all times Ensure all public areas are up to hotel standards Ensure all information displayed at each front desk is up to date

Operations & Compliance

Manage daily front office operations, including check-ins, check-outs, ensuring accuracy in billing, cash handling, and reporting, and room assignments for both hotels. Responsible for cash handling, reconciliation, night audit review, and accuracy of financial transactions. Coordinate duties with Revenue Manager on occupancy, yield, and overbooking management. Support internal audits and maintain accurate guest and operational records. Ensure compliance with hotel policies, safety procedures, and provincial hospitality standards. Responsible for data accuracy, privacy compliance, and brand standards adherence. Maintain proficiency in the property management system (PMS) and ensure team members are properly trained. Manage lost & found procedures, key control, and property access systems. Collaborate with Housekeeping, Maintenance, and Revenue teams to ensure efficient communication and smooth guest experiences. Support the implementation of property-wide initiatives, promotions, and loyalty programs. Prepare departmental reports and contribute to operational budgets and forecasts. Participate in property management meetings and contribute to operational strategies and improvements.

Revenue & Financial Administration

Monitor occupancy levels and collaborate with the Operations Manager and Revenue Management team to optimize room revenue and occupancy across both locations. Assist in developing and executing upselling strategies and guest packages. Oversee front desk cash floats, deposits, and reconciliation processes. Monitor daily reports and performance metrics, identifying trends and opportunities to enhance efficiency and profitability within the Front Office.

Qualifications & Skills

Minimum 2-3 years of experience in a Front Office or Guest Services leadership role, ideally within a resort or full-service hotel environment. Post-secondary education in Hospitality Management or a related field preferred. Extremely Customer Service oriented Strong operational knowledge of PMS software (Opera, Maestro, RoomKey, Resort Suite or similar), Microsoft Office Suite, and hotel reporting tools. Proven ability to lead and manage teams across multiple locations or departments in a fast-paced environment. Exceptional communication, leadership, guest service and problem-solving skills. Highly organized, detail-oriented, and able to perform effectively under pressure. Flexible schedule -- Availability to work evenings, weekends, and holidays as business levels require. Knowledge of Whistler's tourism market and local attractions considered an asset. key soft skills: diplomacy, conflict resolution, and decision-making under pressure.

Why Join Us?

Competitive salary based on experience Extended health care Dental insurance Optical insurance Be part of a close-knit, dedicated hospitality team. Opportunities for growth in a supportive workplace culture. Work in a dynamic environment where your contribution is visible and valued. Opportunity to lead and grow a team while staying involved in day-to-day operations. Make a direct impact on the guest experience and hotel reputation. Whistler Blackcomb Spirit Pass or Gym pass over Winter season (for full-time/hybrid roles only)
Job Types: Full-time, Permanent

Pay: $60,300.00-$64,300.00 per year

Benefits:

Dental care Employee assistance program Extended health care Paid time off Vision care Wellness program
Application question(s):

Will you require staff housing assistance?
Experience:

Guest services: 3 years (preferred) Management: 1 year (preferred) Front desk: 2 years (preferred)
Location:

Whistler, BC (preferred)
Work Location: In person