Company Overview
Situated along the beautiful coast of Cowichan Bay, Oceanfront Suites provides a scenic getaway featuring breathtaking views, spacious rooms, and top-tier hospitality. We commit to delivering unforgettable guest stays driven by a collaborative team culture, expert service, and smooth business operations.
As an equal opportunity employer, we celebrate unique perspectives and are dedicated to maintaining a welcoming, inclusive workplace for everyone.
Position Summary
We are searching for a motivated, skilled Guest Services Manager to lead our front-of-house operations. In this vital leadership role, you will ensure seamless daily reception functions, elevate customer satisfaction, mentor team members, and serve as a central communication hub across hotel departments.
This is an active, hands-on supervisory position. The selected candidate must be ready to step in at the reception desk and cover shifts whenever necessary to handle high occupancy, employee vacations, unexpected call-ins, or staff shortages.
Core Responsibilities
Front Desk & Guest Experience
- Lead daily front office and reception desk activities.
- Uphold and enforce strict standards of premium customer service.
- Manage guest complaints and service recovery efforts with efficiency and poise.
- Work alongside Front Desk Agents during peak check-in and check-out windows.
- Jump in to provide direct coverage on the floor during staff gaps or high-demand periods.
- Stay on top of arrivals, departures, VIP arrangements, and room readiness priorities.
- Facilitate open communication channels with Housekeeping, Maintenance, and other teams.
- Maintain an organized, professional, and consistent work environment.
- Guide day-to-day operational choices and address problems as they arise.
Team Leadership & Growth
- Supervise, mentor, and back reception agents and overnight audit staff.
- Help recruit, onboard, and train incoming team members.
- Build out the master front desk schedule and coordinate labor needs.
- Evaluate staff performance, offering constructive feedback and regular coaching.
- Cultivate a positive, collaborative, and upbeat work environment.
- Ensure all employees consistently adhere to internal hotel policies and guidelines.
Back-Office & Operations
- Support payroll reviews and scheduling management.
- Monitor front desk inventory levels and handle ordering supplies.
- Drive revenue-generating initiatives and point-of-sale upsells.
- Compile operational reports and assist with departmental strategy.
- Monitor cash handling and audit compliance.
- Step into Manager on Duty responsibilities as scheduled.
- Coordinate responses to site emergencies and guest escalations.
Requirements & Qualifications
- At least 2 years of supervisory or managerial experience in a hotel front desk setting.
- Previous background in the hospitality sector is required.
- Deep knowledge of standard front office workflows and systems.
- Strong leadership capabilities and team management skills.
Pay: From $52,000.00 per year
Benefits:
- Dental care
- Extended health care
- On-site gym
- On-site parking
Work Location: In person
