front office manager, hotel

Your tasks

About the Role We are seeking a Front Office Manager to lead the heartbeat of our guest experience. In this hands-on leadership role, you will guide a close-knit front office team and shape the first and final impression of every stay. This is not a behind-a-desk position; it is a role for someone who enjoys being present, connecting with guests, anticipating needs, and setting the tone for a refined yet welcoming mountain hospitality experience.

You will bring structure, warmth, and consistency to daily operations while empowering your team to deliver thoughtful, individualized service. Working closely with Housekeeping, Revenue and Sales, Food & Beverage, and hotel leadership, you will ensure that every arrival, stay, and departure feels seamless and personal.

What You Will Do

• Lead daily front office operations, including arrivals, departures, guest registration, room assignments, billing, telephone communications, and guest inquiries.
• Create a warm, polished, and personal welcome for all guests, with particular attention to VIPs, returning guests, special occasions, and extended stays.
• Be visible during peak periods, greeting guests, supporting the team, and stepping in to resolve concerns with confidence and care.
• Build genuine guest relationships and use guest preferences, history, and feedback to elevate each stay.
• Handle guest concerns promptly and professionally, seeking practical solutions that protect both the guest experience and the hotel?s standards.
• Partner with Housekeeping to maintain accurate room status, support timely room readiness, and resolve any room-related challenges.
• Work with Revenue, Sales and Management to manage inventory, arrivals, departures, group needs, upgrades, and occupancy opportunities.
• Coach, train, schedule, and develop front desk, guest services, and concierge team members.
• Lead daily briefings, set clear expectations, provide constructive feedback, and support team growth and accountability.
• Maintain front office procedures, checklists, safety practices, cash-handling controls, key security, privacy standards, and emergency readiness.
• Ensure the lobby, front desk, and guest-facing areas consistently reflect the hotel?s style, cleanliness, and attention to detail.
• Review guest feedback and online commentary, identify opportunities for improvement, and implement meaningful service enhancements.
• Prepare operational updates related to occupancy, guest experience, labour, service recovery, and departmental performance.
• Support budget awareness through responsible scheduling, supply management, and cost-conscious decision-making.

Requirements

Work Authorization Applicants must be legally authorized to work in Canada. Sponsorship is not available.

What We Are Looking For

• Previous leadership experience in a boutique, luxury, upscale, or resort hotel environment.
• A strong background in front desk operations, guest relations, reservations, concierge services, or rooms division management.
• A natural host with excellent communication skills, polished presentation, and a sincere interest in people.
• The ability to balance warmth and professionalism while making sound decisions under pressure.
• Strong organizational skills and attention to detail, particularly with room status, billing, guest profiles, and arrival preparation.
• A collaborative leadership style that motivates team members and encourages ownership at every level.
• Comfort working independently as well as partnering across departments.
• Proficiency with a hotel property management system; familiarity with MEWS or a comparable platform is an asset.
• Availability to work a flexible schedule, including mornings, evenings, weekends, holidays, overnight and busy seasonal periods.

Other

***Location:* Banff, Alberta** Reports to: Rooms Division Manager Department: Rooms Division Employment Type: Full-Time

What Success Looks Like

• Guests feel recognized, cared for, and genuinely welcomed.
• The fro