Front Office Manager, Pyramid Lake Lodge

at  Pursuit Collection

THIS IS A FULL-TIME YEAR ROUND JOB

Compensation: Salary $50 000 annually

What perks can you expect?:

• Full benefits including medical, dental, vision; RRSP matching
• Work in a dynamic, culturally diverse team from around the globe
• Work experience in an iconic, unforgettable, and inspiring location
• Free access to Pursuit attractions for staff and family, send a friend at half the price!
• Discounted hotel stays under Pursuit’s lodging offerings, and discounted food & beverage and retail experiences
• The chance to work in an inclusive culture and make life-long friends
• Access to subsidized mental health and wellness resources
• Opportunities for career growth or future work at other Pursuit locations
• Access to one of the world’s most beautiful and iconic National Parks

What will you do in this job?:

This role will directly oversee the daily operations of the Pyramid Lake Lodge Guest experience department (Front desk, Boathouse and Retail agents). The Front Office Manager will ensure a memorable and positive experience for our Guests and Staff through implementing and delivering the Standard operating policies and procedures as they relate to our Service, operational, safety and employee engagement standards and practices. The Front Office Manager will report directly to the Hotel Manager. This position will act as the “on the floor” daily leadership for the Guest Experience Team, ensuring delivery on key performance areas. Accompanying this responsibility will be a focus on Operational Excellence, employee recruitment, communication, training and development, setting service standards and consistencies, as well as the further development of our sales/hospitality culture. Attention to detail/effective communication skills are a must, but a passion for making a difference for each guest and employee is the most important aspect of this position.

• Represent Pursuit BJC professionally in all communications relating to clients/guests, suppliers, products and co-workers; this includes personal meetings, telephone conversations, email, letters, etc.
• Ensure that all service expectations, standards and qualities are being met and exceeded on a continual basis, providing employee coaching and direction as required.
• Conduct employee reviews; actively seek opportunities to recognize staff and assist in the creation and adoption of employee recognition program or events.
• Monitor Service metrics daily/weekly during the season, reacting and responding accordingly to address any issues.
• Ensure payroll is completed daily and submitted on time for all payroll periods.
• Oversee scheduling, and training of the front office team, working closely with the guest experience supervisor.
• To meet the financial expectations set for your specific line of Business. Managing costs on a day to day basis to expected business levels, tracking and reporting on labour/expenses incurred.
• Act as a Hotel Manager during absences, after-hour emergencies, and scheduled days off.
• Learn the procedures of Front Desk Agent and Night Auditor and be available to work a variety of shifts including morning (7:00am-3:00pm), afternoon (3:00pm-11:00pm), and overnight (11:00pm – 7:00am).
• Supervise the activities of hotel operations and report issues to the hotel management team for review and investigation.
• Effectively handle all guest complaints, taking corrective action to prevent recurrence and convert the guest into a repeat customer.
• Provide team with tools and training to handle guest concerns and complaints in a consistent manner.
• Ensure all staff are thoroughly familiar with the hotel’s emergency procedures, and in a state of preparedness for any emergency.
• Anticipate the needs of department leaders, staff and arriving, and in-house guests.
• Enforces Pursuit policies, work standards, and disciplinary procedures.
• Coordinates staff events and development opportunities with the Hotel Manager.
• Other duties as assigned

What skills and experience do you need for this job?:

• Post-secondary education or equivalent in work experience
• 2 – 5 years hotel experience including management experience to include Payroll, scheduling, recognition, performance management & employee training
• Strong organizational, communication skills & proven strength in Problem Solving and ability to make decisions.
• Flexible (ability to work varying hours/days as business needs dictate)
• Alberta Class 5 License
• Must have excellent interpersonal and guest relation skills
• Able to identify and act upon safety concerns
• A proven record as a team leader/motivator who works well under pressure, possesses strong attention to detail and time management skills
• 2nd Language (especially French) an asset
• Computer proficient – Microsoft office
• Must meet the Organization grooming and appearance standards
• To honour our commitment to be “Always Honest” all employees must consent to a criminal record check
• Standard First-Aid or higher an asset

What will your work environment be like?:
-
- Beautiful. You’ll work in iconic, unforgettable and inspiring locations. You’ll see amazing scenery and wildlife. You’ll participate in team events – and fun!
- Independent. You’ll spend your days in and around national parks.
- Remote. Our home is filled with trees, lakes and blue-bird skies; rather than buildings, freeways and smog. Connect with friends around a bonfire instead of through WiFi
- Busy. You need to be prepared for a physical working environment with walking, stair climbing, bending, reaching, lifting (up to 50 pounds with assistance) requiredThis job description describes this role at a high level, but no document can anticipate every single task, issue or project that could come up. We work as a team and believe that we succeed together – these job duties may change based on the needs of the team and company as a whole.To handle this job successfully, any person hired must be able to perform responsibilities as described. Pursuit will make any reasonable accommodation to help a person with disabilities perform their job. This job is based in Alberta, Canada. Relocation to the area and the legal ability to work in Canada is required.
Closing:

• Represent Pursuit BJC professionally in all communications relating to clients/guests, suppliers, products and co-workers; this includes personal meetings, telephone conversations, email, letters, etc.
• Ensure that all service expectations, standards and qualities are being met and exceeded on a continual basis, providing employee coaching and direction as required.
• Conduct employee reviews; actively seek opportunities to recognize staff and assist in the creation and adoption of employee recognition program or events.
• Monitor Service metrics daily/weekly during the season, reacting and responding accordingly to address any issues.
• Ensure payroll is completed daily and submitted on time for all payroll periods.
• Oversee scheduling, and training of the front office team, working closely with the guest experience supervisor.
• To meet the financial expectations set for your specific line of Business. Managing costs on a day to day basis to expected business levels, tracking and reporting on labour/expenses incurred.
• Act as a Hotel Manager during absences, after-hour emergencies, and scheduled days off.
• Learn the procedures of Front Desk Agent and Night Auditor and be available to work a variety of shifts including morning (7:00am-3:00pm), afternoon (3:00pm-11:00pm), and overnight (11:00pm – 7:00am).
• Supervise the activities of hotel operations and report issues to the hotel management team for review and investigation.
• Effectively handle all guest complaints, taking corrective action to prevent recurrence and convert the guest into a repeat customer.
• Provide team with tools and training to handle guest concerns and complaints in a consistent manner.
• Ensure all staff are thoroughly familiar with the hotel’s emergency procedures, and in a state of preparedness for any emergency.
• Anticipate the needs of department leaders, staff and arriving, and in-house guests.
• Enforces Pursuit policies, work standards, and disciplinary procedures.
• Coordinates staff events and development opportunities with the Hotel Manager.
• Other duties as assigne