Full job description

Front Office Manager

Nita Lake Lodge Resort & Spa – Whistler, BC
Full-Time | Permanent | On-Site

Nita Lake Lodge is a luxurious boutique hotel nestled on the shores of a glacier-fed lake in Whistler. Known for our warm hospitality, personalized guest experiences, and exceptional team culture, we are proud to deliver a unique lakeside escape for our guests.

We are seeking an experienced Front Office Manager to lead our Front Office team and elevate the guest experience from arrival through departure. This role is ideal for a hospitality leader who thrives in a luxury resort environment and is passionate about developing teams and delivering exceptional service.

About the Role

The Front Office Manager oversees the daily operations of the Front Desk, Guest Services, Bell, Shuttle, and Night Audit teams. Reporting to the General Manager, this role is responsible for leading the team, enhancing the guest journey, and ensuring operational excellence across all front-of-house services.

Key Responsibilities

• Lead and develop the Front Office team, including Guest Service Agents, Supervisors, Bell, Shuttle, and Night Audit.
• Deliver exceptional guest experiences from arrival to departure.
• Enhance guest arrival, valet, and check-in experiences.
• Manage escalated guest concerns and ensure timely, professional resolutions.
• Drive upselling opportunities for rooms, Spa services, Food & Beverage, and guest amenities.
• Ensure team members are trained across reservations for rooms, Spa, and F&B experiences.
• Collaborate with Housekeeping, Engineering, Sales, and Spa teams to ensure seamless operations.
• Monitor departmental performance including labour, productivity, and service standards.
• Oversee scheduling, training, and performance management within the department.
• Review guest feedback and implement improvements to service delivery.
• Support health and safety initiatives and participate in emergency preparedness and training.

Qualifications

• Minimum 3 years of leadership experience in a Front Office role within a luxury hotel or resort environment.
• Strong leadership and team development skills.
• Exceptional guest service and problem-solving abilities.
• Strong organizational and communication skills.
• Experience with hotel property management systems.
• Ability to work flexible hours including evenings, weekends, and holidays.

Why Join Nita Lake Lodge?

• Competitive compensation
• Extended health and dental benefits
• Spirit Pass financing program
• Staff discounts at the Spa, restaurants, and retail outlets
• Access to employee wellness initiatives and team events
• Opportunities for professional growth and development
• Work in one of Whistler’s most beautiful lakeside settings