Position Summary
The Front Office / Duty Manager leads the resort's front office and serves as the senior manager on duty during assigned shifts. The role combines hands-on front desk leadership — reservations, arrivals and departures, and guest experience — with broader duty-management responsibility for the property's smooth, safe operation. The Front Office / Duty Manager is the primary point of authority and escalation on shift, ensuring guests are well cared for, the team is supported, and standards are consistently met.
Key ResponsibilitiesFront Office Operations
- Oversee daily front desk operations, including check-ins, check-outs, reservations and guest correspondence.
- Manage bookings, availability and rate entries in the Cloudbeds property management system, maintaining data accuracy.
- Ensure the front desk is presentable, well-stocked and running efficiently throughout the shift.
- Respond to enquiries across phone, email and in person, and follow up on guest requests to resolution.
- Coordinate with housekeeping and maintenance on room readiness, work orders and turnover.
- Cover Front Desk Shifts and breaks when needed
Duty Management & Guest Experience
- Act as the senior manager on duty, making operational decisions and authorising service recovery within agreed limits.
- Set and uphold the standard for guest service, anticipating needs and personalising the stay where possible.
- Handle guest concerns and complaints promptly, professionally and with sound judgment, escalating to the General Manager when warranted.
Health, Safety & Emergency Response
- Know and apply the resort's emergency and fire safety procedures, including evacuation routes and zone assembly points.
- Act as a lead responder during incidents or emergencies on shift, keeping guests and staff safe and calm.
- Complete incident reports accurately and report hazards, injuries and near-misses through the proper channels.
- Support compliance with applicable health, safety and accessibility requirements.
Administration & Reporting
- Manage cash floats, process payments, and reconcile the till and daily transactions.
- Complete shift handovers, opening and closing procedures, and end-of-day reporting.
- Maintain accurate guest records and ensure the secure handling of personal and payment information.
- Contribute to occupancy, rate and guest-feedback reporting as requested by management.
Team Leadership
- Prepare and manage the front office staff schedule, ensuring appropriate shift coverage across operating hours, peak periods and holidays while balancing labour costs and accommodating time-off requests.
- Supervise and support front desk staff during assigned shifts.
- Train and coach team members on systems, service standards and procedures.
- Lead by example, fostering a positive, professional and guest-focused team culture.
Qualifications & ExperienceRequired
- Minimum 2 years' experience in a hotel, resort or hospitality front office role.
- Demonstrated supervisory, lead-hand or shift-management experience.
- Proficiency with a property management system and standard office software.
- Standard First Aid / CPR certification, or willingness to obtain within a set period.
- Legally eligible to work in Canada.
Preferred
- Experience with Cloudbeds or a comparable cloud-based PMS.
- Background in a resort, glamping or independent-property environment.
- Post-secondary education in hospitality, tourism or business.
Skills & Attributes
- Warm, professional interpersonal and communication skills.
- Calm, composed and decisive under pressure.
- Strong organisation, attention to detail and follow-through.
- Sound judgment and discretion when handling guest issues and sensitive information.
- Collaborative, dependable and comfortable taking ownership.
Working Conditions
- Rotating schedule that includes weekends, holidays and evening or early-morning shifts.
- Combination of desk-based work and time on foot around the property in varying coastal weather.
Pay: $52,000.00-$60,000.00 per year
Benefits:
- Company events
- Extended health care
- Paid time off
Work Location: In person
