Front Office Manager - Hidden Ridge Resort

901 Hidden Ridge Way, Banff, AB T0L, Canada Req #61
Monday, March 29, 2021

Located in the heart of the Canadian Rockies, Banff Lodging Company is employee-owned and operates eleven hotels, eight restaurants, two spas, a sports store, and a cinema. We’re an eclectic group of over 850 employees from all corners of the world, with a shared commitment to providing exceptional hospitality to visitors to Banff National Park.

Our hotels in Banff include the Moose Hotel & Suites, Fox Hotel & Suites, Banff Ptarmigan Inn, Banff Caribou Lodge, Banff Rocky Mountain Resort, Inns of Banff, Tunnel Mountain Resort, Hidden Ridge Resort, and Bumpers Inn. The Rocky Mountain Ski Lodge and Best Western Pocaterra Inn are located in Canmore.

Your application will be considered for available jobs at all of these locations.

As Front Office Manager you will be responsible for ensuring that all front office operations run smoothly and efficiently.  You will work with the General Manager and all department heads to ensure budget and sales targets are met and that guests consistently receive an excellent experience while visiting the hotel.

Job Description:

  • Motivate, train and lead front office colleagues;

  • Ensure the highest standards of customer service are observed by all Front Office staff;

  • Manage departmental budget (including financial, labor and other resources), and utilize yield management tools to meet and exceed sales objectives;

  • Oversee the proactive management of room inventory for timeshare and regular hotel bookings;

  • Prepare staff schedules, reports and other documentation in a timely and accurate manner;

  • Lead recruitment and selection activities in partnership with Human Resources to build and maintain an effective Front Office Team;

  • Maintain professional standards and service levels to internal and external customers;

  • Monitor, audit and verify financial transactions to maintain accuracy and ensure correct procedure;

  • Handle, investigate and resolve guest concerns in a timely and professional manner;

  • Lead by example, promoting a productive, inclusive, safe, healthy and enjoyable work environment that embodies the core philosophies of the Banff Lodging Co.;

  • Develop strong working relationships and collaborate with colleagues across all departments, ensuring guest service requests are fulfilled and issues resolved in a timely and effective manner;

  • Liaise with the Payroll Team to ensure new hire, pay enquiries, terminations, and other routine tasks are processed efficiently;

  • Additional duties may be assigned to help meet guest needs. 


  • Previous supervisory/management experience within a hotel or similar front office environment (minimum 12 months is desirable);

  • Excellent written and verbal communication skills (English essential) and numerical proficiency;

  • Ability to organize, prioritize and time manage your workload in a busy, fast-pace environment;

  • Prior experience training, coaching, mentoring and motivating colleagues;

  • Intermediate or advanced knowledge of Microsoft Office applications, including Word, Excel and Outlook;

  • Previous experience with hotel information management systems is desirable.  Prior experience with Maestro will be considered a significant asset;

  • Exceptional conflict resolution, negotiation and objection handling skills.

We're really glad that you are interested in this job and we look forward to reviewing your application. We appreciate all of the applications that we receive, and we will contact qualified candidates as soon as possible.

You can learn more about our great Employee Benefits & Perks and what it means to work with an Employee-Owned company here.

Other details

  • Pay Type Salary
  • 901 Hidden Ridge Way, Banff, AB T0L, Canada