Full-Time | Permanent | Immediate Start

Park Place Lodge is seeking an experienced and professional hospitality leader to join our management team as Guest Services & Front Desk Manager.

Reporting to senior management, the Guest Services & Front Desk Manager is responsible for overseeing the daily operations of the Front Desk and Reservations departments, ensuring the delivery of exceptional guest service and the efficient management of all guest-facing processes. This position plays a vital role in maintaining operational excellence, supporting revenue objectives, and fostering a positive and professional guest experience from reservation through departure.

The successful candidate will possess strong leadership abilities, a proven background in hotel operations, and a commitment to service excellence. This individual will lead and develop the Guest Services team, manage reservations and key client relationships, and ensure adherence to company policies and operating standards.

Key Responsibilities

Front Desk & Guest Services Operations

• Oversee the daily operation of the Front Desk and Guest Services departments, including guest arrivals, departures, inquiries, and issue resolution.
• Ensure the consistent delivery of exceptional customer service and hospitality standards.
• Respond to guest concerns, feedback, and special requests in a professional and timely manner.
• Monitor service standards and implement improvements to enhance the overall guest experience.

Reservations Management

• Oversee the reservations function, including telephone and email inquiries, quotations, booking administration, payment processing, and guest confirmations.
• Ensure reservations are accurately entered and maintained within the property management system.
• Support occupancy and revenue objectives through effective management of reservations and inventory.

Client & Partner Relations

• Manage and coordinate bookings from corporate accounts, wholesalers, travel agents, and online distribution partners.
• Develop and maintain positive relationships with key business partners and stakeholders.
• Assist in identifying opportunities to strengthen market presence and increase business volumes.

Team Leadership & Development

• Recruit, train, mentor, and supervise Guest Services team members.
• Prepare and manage departmental schedules in accordance with operational requirements.
• Promote a culture of professionalism, accountability, and continuous improvement.
• Lead by example as a working manager and provide operational support when required.

Compliance & Operational Standards

• Ensure compliance with all company policies, procedures, and applicable legislation, including labour, liquor, and lottery regulations.
• Monitor daily operational procedures, departmental checklists, and performance standards.
• Maintain accurate records and reporting as required by management.
• Support the achievement of departmental goals, performance metrics, and key performance indicators (KPIs).

Qualifications & Experience

• Minimum of two years’ experience in hotel front office, guest services, reservations, or a related hospitality leadership role.
• Demonstrated experience leading, coaching, and developing customer service teams.
• Exceptional customer service skills with a professional and solutions-oriented approach.
• Strong interpersonal, organizational, and communication abilities.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office applications; experience with RoomMaster or a comparable Property Management System (PMS) is considered an asset.
• Flexible availability, including evenings, weekends, and holidays as required.
• Knowledge of Fernie, Fernie Alpine Resort, and the surrounding region is considered an asset.

Employment Details

Position: Full-Time, Permanent
Hours of Work: 40 hours per week, with a schedule based on operational requirements and seasonal business demands

Employee Benefits

• Subsidized Employee Housing
• Dental care
• Staff meal and food discount program
• On-site parking
• Wellness program

Park Place Lodge offers an opportunity to join a respected hospitality team dedicated to providing outstanding guest experiences in one of British Columbia’s premier mountain destinations. We thank all applicants for their interest; however, only those selected for an interview will be contacted.