Full job description

At the Rimrock, we create more than luxury experiences, we create moments that move people. Guided by Wellness, Adventure, and Culture, our Heartists live and work in one of the most inspiring places on Earth, delivering hospitality with purpose and heart. Here, every day brings connection, growth, and unforgettable memories, on and off the clock.

The Front Office Manager is the steward of the arrival and departure experience, ensuring every guest interaction is delivered with warmth, precision, and care. This role blends operational leadership with cultural ambassadorship, shaping a high-performing team that delivers luxury through meaningful connection.

Key Responsibilities

Front Office Leadership & Guest Experience

• Lead Front Desk and Night Audit operations, ensuring seamless, polished, and emotionally engaging service at every point of arrival and departure.
• Ensure flawless, personalized, and emotionally engaging service across every guest interaction.
• Maintain a strong, visible presence in the lobby, setting the tone for service excellence and operational flow.
• Work closely with the other Rooms Division leaders on communication and development regarding VIPs, long-stay guests, special occasions, curating bespoke experiences.

Culture, Engagement & Talent Development

• Build, inspire, and develop a team culture rooted in empowerment, trust, and emotional intelligence.
• Coach leaders and Heartists to deliver luxury through connection, confidence, and authenticity.
• Identify and develop future leaders, supporting succession and internal growth.
• Serve as a culture carrier, modeling and championing Rimrock values in daily leadership.

Operational Excellence & Results

• Manage departmental budgets, labour planning, and productivity while balancing efficiency and innovation.
• Monitor and drive performance across guest satisfaction, service recovery, and operational metrics.
• Lead continuous improvement initiatives that enhance service delivery and operational effectiveness.
• Ensure consistency, compliance, and excellence across systems, standards, and procedures.