Front Desk Supervisor

at  Harrison Hot Springs Resort

ABOUT OUR COMPANY:

Looking for a job that’s more than just work? At Harrison Hot Springs Resort, we’ve got the perfect mix of adventure, relaxation, and career opportunities. Whether you’re jet skiing on the lake, hiking in the mountains, or just hanging out with friends, this is where work-life balance truly happens.
We’re not just offering jobs - we’re offering a chance to build a career in hospitality, with skills you can use anywhere in the world. Whether you’re all about making connections with guests or prefer working behind the scenes, we’ve got a role that fits your vibe.
Harrison Hot Springs and the surrounding Fraser Valley are incredible places to live and work. Join our team, and you’ll see why so many people love being a part of this community.
At Harrison Hot Springs Resort, we believe in creating unforgettable guest experiences. From our five mineral hot spring pools to our spa, restaurants, and golf course, we provide top-notch service that makes our guests feel right at home. If you’re ready to be part of something amazing, we’d love to have you!
What We Offer:
- Five mineral hot spring pools
- Healing Springs Spa
- Three restaurants and a coffee bar
- Banquet and catering services
- Resort Golf Course and Marina
Ready to live the dream? Apply now and join our awesome team!

POSITION SUMMARY:

Assist the Front Office/Reservations Manager in directing and supervising operational activities of the resort’s Front Office to provide the highest service standards while permitting acceptable profit levels. The position is responsible for the day-to-day guest operations in the absence of the Front Office/Reservations Manager. Able and willing to recommend procedural changes. Aid in the administration of the Front Desk, Bell Desk, and PBX operations. Assist in implementing and monitoring the department’s budget and assist in controlling expenses within approved budget constraints. This position ensures all Front Office operational procedures are accomplished and followed up and that policies are maintained. The Head Front Desk Agent contributes to the professional image of the resort by performing the following duties:

EDUCATION, EXPERIENCE AND SKILLS REQUIRED:

• Successful completion of grade 12.
• Hospitality industry courses in hotel management/front office management from a recognized institution.
• AHMA course certificates would be an asset.
• Minimum of three years increasingly senior supervisory experience on a busy hotel/resort front desk.
• An equivalent combination of education and experience will be considered.
• Currently certified in Level 3 OFA First Aid or willing to complete certification.
• Superior communication skills in English, oral and written.
• Ability to present information to groups of guests, employees, suppliers, or manager of the resort.
• Ability to write business correspondence, reports, memos, and other documents.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to give and take direction appropriately.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Strong computer literacy skills, including database management.
• Superior organizational skills.
• Strong cash handling skills.
• Calm demeanor when dealing with difficult situations with staff or guests.
• Strong Communication and interpersonal skills.
• Second language is an asset.
• Willing to work overtime if required.
• Flexible to a changing schedule.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Ensures compliance with all corporate policies and procedures to ensure guest satisfaction
• Able to exceed guests’ needs by coordinating the service flow appropriate to a high caliber dining experience in a high paced environment
• Must be able to supervise and motivate associates
• Responsible for the overall appearance an cleanliness for both the physical facility and the Associates
• Able to attend to work reliably
• Able to work safely and securely in a manner that protects the integrity and safety of the guest, associates and hotel

ESSENTIAL FUNCTIONS:

• Reinforce image and grooming standards in accordance with resort standards.
• Ensure all Front Office quality standards are complied with, and policies and procedures are consistently applied.
• Ensure guest billing concerns, voice mail, emails and general guest communications are followed up in a professional and timely manner.
• Inform Front Office/Reservations Manager as necessary for additional follow-up and general awareness.
• Provide training for newly hired Front Office associates.
• Train in the Night Audit role to provide back-up and support as required.
• Update Front Office/Reservations Manger with any associate issues or concerns requiring counselling or additional training.
• Monitor the cleanliness of the front of the resort, lower lobby area and the front and back offices.
• Assist in scheduling Front Office personnel while maximizing service and efficiency of labor costs. (Following the collective agreement).
• Work closely with the Accounting Department to ensure compliance with accounting procedures and cash handling policies.
• Review and prepare group folders for Accounts Receivable.
• Ensure guest incidents, complaints, and special instructions are logged appropriately (Maestro Tiles, information forwarded to appropriate managers verbally or via email, pass-offs, etc.)
• Coordinate communication and activities with all resort departments to facilitate increased levels of communication and guest satisfaction.
• Update Front Office associates as new information relevant to their positions/duties becomes available, updated, or newly implemented.
• Support Front Office associates in promoting resort facilities and services.
• Assist in coaching Front Office associates to enhance overall guest experiences and satisfaction.
• Prepare Daily Operational Sheets to inform all Front Office associates of group and operational details.
• In the absence of the Front Office/Reservations Manager, oversee 25-30 employees, including:
  Front Desk Associates
  Switchboard/PBX Operators

Bell Staff

• Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
• Responsibilities include planning, assigning, and directing work, addressing complaints, and resolving problems.
• Responsible for overseeing the daily operational requirements of the Front Office.
• Some stress resulting from daily guest interactions (internal and external), budgetary, and time constraints.
• Other job-related duties may be assigned.