Front Office Manager

We're looking for a strong #2 to our General Manager. You'll lead the front desk day to day, grow our direct reservations, and help shape how Siesta Suites shows up as a brand. As the GM's right hand, you'll lead and develop our front desk team, make sure every guest feels welcome from booking to check-out, run the property when the GM is away, and help set the hotel's direction.We're a close-knit team, so we want someone who's both right for the role and right for the team: someone who's warm, hands-on, calm under pressure and happy to pitch in wherever needed. If you're looking for a place to grow your leadership career, this is it.Duties and Responsibilities
Build the Siesta Suites brand
Work with the GM to define and bring to life the hotel's brand, voice and guest promiseKeep the hotel's online listings current on all third-party booking sites (e.G., Expedia, Booking.Com), including photos, descriptions, amenities and room inventory.Respond to online reviews and use guest feedback to improve our reputation scoresBuild local partnerships with wineries, tour operators, event venues and Tourism KelownaPlan seasonal offers and packages that give guests a reason to book with usDrive more reservations
Grow direct bookings and reduce reliance on third-party booking sitesMonitor occupancy, average daily rate (ADR) and revenue per available room (RevPAR), and recommend pricing changes with the GMTrack pace and pickup, and adjust rates and promotions for peak summer and slower shoulder seasonsBuild group, corporate, sports team and wedding businessTrain the front desk to convert phone and walk-in enquiries, and to up-sell suite upgrades and add-onsLead the front desk team
Manage daily front desk operationsHire, train, schedule and coach front desk and guest services staffPerform all relevant duties as a leader including approving timesheets and time away from work requestsResponsible for running front desk health & safety committee;
following all proceduresSet service standards and check-in/check-out routines, and make sure they're followed every shiftHandle guest escalations and turn unhappy guests into returning onesRun regular team huddles and one-on-ones;
give feedback and recognize good workManage front office labor costs against budgetBuild strong working relationships with department leaders to align on the hotel's daily priorities, communicate clearly across teams, and deliver a seamless guest experiencePartner with the General Manager
Act as manager on duty and lead the property when the GM is awayResponsible for reconciliation of accounts receivable for payment collectionEnsure accurate inventory of office supplies to audit for GM's approvalHelp build the annual budget and the sales and marketing planReport weekly on bookings, revenue, reviews and team performanceWork across housekeeping and maintenance so guests get a seamless stayResponsible for cash handling and audit proceduresRequired Qualifications
5+ years in hotel operations, including 2+ years leading a front office or guest services teamA track record of growing bookings or revenue: pricing, promotions, packages or salesHands-on experience with digital marketing, social media or online travel agency (OTA) listingsComfort with numbers: occupancy, ADR, RevPAR, budgets and labor costsExperience with a property management system (e.G., Opera, Cloudbeds, RoomKey, WebRez, Innsource Enterprise)A warm, steady leadership style, and calm under pressure with guests and staffAvailability for evenings, weekends and holidays, especially in peak seasonPreferred Qualifications
Diploma or degree in hospitality, tourism, business or marketingExperience with revenue management or channel manager toolsKnowledge of the Okanagan tourism marketExperience in a boutique, independent or extended-stay propertyContent creation skills (photos, short video, copywriting)What Success Looks Like in Year One
Direct bookings are a larger share of total reservations than todayRevPAR and occupancy beat last year, especially in shoulder seasonOnline guest review scores improve, let's get to 4.5A clear brand voice and refreshed photos run across the website, social and booking sitesFront desk turnover falls, and the team is fully trained and consistently scheduledThe GM can step away for a week and the hotel runs smoothly
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