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Hotel Overview: The Kwa’lilas Hotel is located in the traditional territories of the Kwakiutl people. Meaning “a place to sleep”, the “Kwa’lilas” hotel was named by the Gwa’sala-‘Nakwaxda’xw elders in hopes that guests may find peaceful rest after a day of exploration on North Vancouver Island.

Purpose: The Front Desk Manager is the leader of the Front Desk team, overseeing the operations and effectiveness of hotel guest services, employee performance and development, and service development for the department. Understanding the vision and supporting the department in new levels of excellence in Guest Service and maximize guest recovery opportunities will be essential in maintaining and improving our already excellent guest standing.

The Kwa’lilas Hotel is searching for a talented individual who has proven success in providing the support and leadership, ensuring exceptional service standards, maximized operating results and memorable guest experiences ideally in the destination hotel sector.

Summary of Responsibilities:

Reporting to the General Manager, the Front Desk responsibilities and job duties include:
Lead the Front Desk department in all aspects to ensure a smooth operation and the highest guest satisfaction.
Collaborates effectively with all leaders in the Hotel to ensure seamless operation especially with Housekeeping, Catering and Events and Accounting.
Consistently offer professional, friendly and engaging service and inspire team to do the same
Ensure uniform and personal appearance are clean and professional.
Seek feedback on guest satisfaction and resolves problems in meaningful ways to exceed expectations
Drives continuous improvement of guest satisfaction through use of guest feedback.
Drive Colleague Engagement through active leadership, meaningful action planning, inspiration and influence.
Hold regular communication meetings and ensures timely and appropriate recognition for individuals and teams and participates in division & hotel wide recognition events.
Mentor, coach & advise colleagues in personal & professional development
Communicate through pre-shift briefings, group texts, emails and departmental meetings all pertinent information for the respective shift and areas of operation
Ensure proper staffing and scheduling of all Front Desk colleagues in accordance to productivity guidelines.
Train Front Office supervisors and Night audit staff and fulfill training role for Guest Services Agents and additionally facilitate the scheduling of staff for 3rd party training programs.
Maximize room revenue through guest satisfaction, exceptional results in leveraging online booking opportunities and technology, and participating in revenue management meetings and supporting initiatives.
Strong focus on hotel guest loyalty & and ensure expectations are consistently met or exceeded.
Manage inventory levels to drive revenues during peak periods
Ensures delivery of all core brand service standards and drive innovative creation of LSOP’s based on current industry trends
Develop, implement and maintain new incentives to motivate employees.
Expert in all emergency procedures and general crisis situation management, including fire and emergency procedures, procedures for handling of Fire Panel, ensuring guest safety is followed by all hotel staff
Promote a safe working environment by adhering to Health and Safety standards.
Collaborates effectively with all leaders in the Rooms Division to ensure seamless operation
Performs any and all other tasks which are assigned by the management team
All other job duties as assigned

Physical Requirements:

Must be able to lift and carry up to 50 lbs.
Must be able to talk, listen and speak clearly on telephone
Ability to stand for extended periods of time
Qualifications & Experience

Minimum 1 years of experience as a Front Desk Manager or 3 years as a Front Desk Supervisor or Assistant Manager with extensive knowledge of Front Office operations including but not limited to:

Working with group bookings and travel Operators contracts
Rate and room inventory management
Managing payments, city ledger accounts and accounts receivables
Extensive knowledge of achieving high quality hotel operating standards required
University degree or College diploma in Hotel Management preferred
Knowledge of computerized Front Office reservations and OTA booking systems required preference given to those with specific Roomkey PMS experience and knowledge.
Proficiency in Word and Excel
Superior leadership & coaching skills with a proven track record of developing and motivating career minded colleagues & leaders
Ability to analyze data and trends and create strategies for improvement, willing to take risks
Strong guest service orientation and training skills background required
Able to balance a variety of conflicting priorities while considering all aspects of the job i.e. Financial, Operational, Talent & Culture
Highly organized, results-oriented with the ability to be flexible and work well under pressure
Ability to work flexible schedules and fill in staff shifts (including evenings, weekends and overnights if required)