Crystal Lodge & Suites

Manager on Duty - Front Desk - Whistler

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Active since 13-10-2017 Job category Hospitality / Tourism / Recreat...
Location Whistler Level Management
Educational level GCSE / A-Level / Highscho... Employment type Permanent contract
Hours 40 Salary Hourly
We are currently seeking a Manager on Duty to help lead our Front Desk team. Staff housing is available for this position.

Job Summary:  

The Manager on Duty (MOD) is the first point of contact in the absence of senior management at the hotel. This individual will work closely with second MOD and together will be responsible for making necessary decisions without the formal approval of the senior management team. This individual is in charge of ensuring all hotel standards, policies and procedures set out by the Crystal Lodge are being executed.

Essential Functions of this role:

  • Direct supervision over the Bell, Reservations, Night Audit, Valet and Front Desk employees when the Front Office Manager is absent 
  • Taking ownership of customer complaints and resolutions 
  • All administrative guest responsibilities included but not limited to checking in/out, activity bookings, valet assistance, switchboard responsibilities
  • Assist Front Office Manager with training of all new employees included but not limited to on the job training and Emergency and Crisis training
  • MOD responsibilities as outlined in the Crystal Lodge Emergency and Crisis Binder
  • Incident management
  • Detailed knowledge of RDP, LodgeNet, Protobase, WiFi, and Mitel knowing where to find answers during after-hour periods
  • Maximize Incremental sales though achieving walk-in and up-sell targets and ensuring the front desk team does the same
  • Lead and inspire individuals to develop a highly motivated, committed team
  • Support Maintenance and Housekeeping employees in the absence of their manager
  • Create & encourage the Front Office team to meet or exceed secrete shopper goals
  • Knowledge of the Front Office budget
  • Ensure night audit team are kept well informed of department objectives, new initiatives and policies
  • Keep management notified of any trends emerging during after-hours periods
  • Recommend employee disciplinary action to Front Office Manager (FOM) providing ample documentation
  • Participate in disciplinary process with FOM
  • Resolve guest billing issues in absence of senior management
  • Ability to cover Night Audit duties in the event of an unexpected absence
  • Incremental projects and responsibilities as assigned by FOM
What qualities are we looking for?
  • Related tourism/hospitality diploma or degree an asset
  • Minimum of 3 years experience in customer service role required (preference given to hotel/lodging experience)
  • Minimum of 1 year experience supervising a team
  • Ability to use a variety of computer applications
  • Working knowledge of the facility, services and local are
  • Excellent communication skills
  • Passion for exceptional guest service
  • Positive, outgoing attitude
  • Strong leadership skills
  • Good organizational skills
  • Cash handling experience is an asset
  • Administrative skills
  • Time management skills
  • Ability to speak a second language is an asset
  • Legally eligible to work in Canada - no sponsorship available
What's in it for you?
  • Competitive wage
  • MSP and Medical benefits for full-time employees
  • Staff discounts and perks
  • Ski Pass Credit (full-time employees)
  • Golf discounts at GolfBC courses
  • Fun and positive work environment
  • Conveniently located at the centre of Whistler Village
  • A dedicated and supportive management team
  • A fun team, and fantastic staff events and parties
More information
This listing is a full-time job

Job category Hospitality / Tourism / Recreation
Industry / Industries Hospitality / Recreation / Travel
Region Canada

Contact information

Name Deborah Pulleyblank