Job Description

The Crystal Lodge is looking for a Manager on Duty to join their Front Desk team! This is a great opportunity for experienced Front Desk/ Reservations Agents to make the next step in their career!

The Manager on Duty (MOD) is the first point of contact in the absence of senior management at the hotel. The successful candidate will work closely with other MOD’s and together will be responsible for making necessary decisions without the formal approval of the senior management team. This role is in charge of ensuring all hotel standards, policies and procedures set out by the Crystal Lodge are being executed.

Responsibilities & Qualifications

Some of the duties you will be expected to complete as MOD include, but are not limited to:

Checking guests in/ out of the hotel whilst also providing assistance with luggage, car valet and a concierge service to provide all guests with an outstanding service that makes their stay with us memorable.
Assisting with the direct supervision of the Front Office team when the Front Office Manager is absent ensuring all matters are handled promptly and professionally.
Take ownership and support other team members when handling any customer complaints by providing resolutions that are in line with hotel policies.
Provide training to new employees regarding procedures and policies across the hotel that ensure they become proficient as soon as possible.
Complete MOD duties as outlined within the hotels Emergency & Crisis process when necessary.
Responsible for ensuring any incidents within the hotel are handled correctly and documented appropriately.
Maximize incremental sales though achieving walk-in and up-sell targets.
Create & encourage the Front Office team to meet or exceed secrete shopper goals.
Resolve guest billing issues in the absence of senior management.
Communicate effectively with the Night Audit team to ensure that all departments are kept up to date on processes, department objectives, initiatives, policies and if any trends are beginning to emerge overnight with guests.
Provide information and support the Front Office Manager with any disciplinary matters relating to the Front Office team.
Please note, this list is not exhaustive and the successful candidate will be required to complete additional duties that ensure the success of the Front Office team, and the hotel.

This is a full-time, year-round role and we are looking for someone who shares the hotel’s values and can demonstrate them throughout their tasks.

The ideal candidate will have at least 3 years experience working within a customer service setting, and previous experience working as either a Front Desk or Reservations Agent with a minimum of one year supervising a team. It is essential that you possess experience using in-house computer systems such as RDP, LodgeNet, Protobase, MS Office to complete reservations, budgets, and more, effectively. It is essential that you have sound knowledge of the local area and the activities Whistler has to offer along with a full BC Drivers Licence to support with valet.

All MOD’s are trained to complete Night Audit duties and there will be times, on occasion, where you will be required to complete Night Auditor shifts to cover vacation and sickness – this is completed on a rotational basis throughout the team, but this will be expected on occasion. Experience of Front Office budgets, disciplinaries, cash handling, tourism/ hospitality diploma and a second language are an asset.

You must be confident in leading by example and inspiring your team to be highly motivated, positive, committed and provide exceptional customer service to all guests, at all times. You should be passionate about the service you deliver with excellent organizational, leadership, time management, and communication skills.

Salary/Wage

22.88-25.50

Other Perks/Benefits

Here at the Crystal Lodge, we offer the following benefits: • Competitive wage • MSP and medical benefits for full-time employees • Staff discounts and perks • Ski pass credit (full-time employees) • Golf discounts at GolfBC courses • A fun and positive work environment • Great location in the centre of Whistler Village with easy access to transit • A dedicated and supportive management team • Fun staff events year-round

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