Director of Front Office
Rate of Pay: Salary
THIS JOB IS LOCATED IN KANANASKIS, AB. SUBSIDIZED STAFF HOUSING IS AVAILABLE.
Experience the Kananaskis Mountain Lodge here: https://vimeo.com/261927699
Pomeroy Kananaskis Mountain Lodge, Autograph Collection by Marriott; located 60 minutes from west of Calgary International Airport. Start a new Adventure while working for an Autograph Collection by Marriott resort located in the heart of the iconic Canadian Rockies! The Kananaskis Mountain Lodge is surrounded by untouched beauty and rugged mountain peaks, offering a once-in-a-lifetime opportunity for those seeking a culture that offers a work-hard, play-hard mantra, an empowering workplace, industry-best perks and benefits, and amazing development opportunities for those looking to grow a career. Join the Marriott family today!
The Role:
As Director of Front Office, you will have oversight of our Front Desk, Bell Team, Switchboard, Concierge and Inhouse Reservations. This role reports to the Director of Rooms and is accountable for the people, quality and financial results of the Front Office Department. Delivering positive results with our Guest Services scores is paramount to the success of this position. The Director of Front Office position is considered a Department Head position within the hotel with a strong background in managing leaders, and several departments are required to be successful in this role. We commit to giving you the authority and resources required to be successful; achieving excellence is up to you.
Job Duties:
- Oversee daily Front Office operations, including room assignments, billing accuracy, cashier balancing, credit compliance, and direct billing processes. Ensure Standard Operating Procedures (SOPs) are current, team members are trained, and standards are consistently executed. Act as Manager on Duty during peak periods or in the absence of senior leadership.
- Demonstrate a strong understanding of operational demands across all Front Office departments by proactively planning labor schedules based on occupancy, group activity, business trends, and guest flow, ensuring the operation is consistently prepared to meet service expectations and changing business needs.
- Support upselling initiatives throughout the guest journey, ensuring team members are trained to identify opportunities that enhance the guest experience, drive incremental revenue, and support Marriott Bonvoy loyalty objectives.
- Maintain a visible presence throughout the operation, delivering exceptional first impressions, supporting revenue optimization, ensuring picture-perfect presentation of guest and back-of-house areas, and addressing operational shortfalls through clearly communicated expectations, real-time coaching, and accountability.
- Lead, mentor, and develop the Front Office leadership team by providing coaching, feedback, resources, and clear performance expectations while fostering a culture of continuous learning, engagement, empowerment, and accountability.
- Drive efficient recruitment, onboarding, training, retention, succession planning, and consistent execution of service standards, creating an environment that attracts top talent and supports long-term career development within Pomeroy Lodging.
- Build strong cross-functional relationships and maintain effective communication with all hotel departments to ensure seamless operations, alignment on Front Office priorities, and exceptional guest service through collaborative problem-solving.
- Assist in the preparation, execution, and ongoing management of annual budgets, capital expenditures, labor forecasts, and operating expenses while driving productivity and achieving financial performance goals.
- Promote a safe and healthy work environment by leading by example, reporting hazards, maintaining safety standards, and ensuring all team members understand and follow emergency procedures and crisis management protocols.
- Represent the Front Office department in hotel-wide meetings, committees, and special projects, ensuring assigned initiatives are completed accurately, on time, and in alignment with the organization's core values and operational priorities.
- Thrive in a fast-paced environment with a high level of interaction with guests, employees, and stakeholders, effectively managing competing priorities, resolving guest and employee concerns, and leading a culture of service excellence
Employment Experience and Educational Requirements:
- Post-secondary degree or diploma in Hospitality Management, Business Administration, or a related field is considered an asset.
- Excellent verbal and written communication skills.
- Minimum of 3 years of management experience in Front Office operations within the hospitality industry.
- Comfortable with technology and open to new learning.
- Strong background in Front Office Operations including Front desk, Concierge, and Guest services.
- Previous experience in premium, luxury, or full-service hospitality is preferred.
- Strong Opera Knowledge preferred.
- Proven track record in building and developing leaders & teams.
Physical Demands:
- Required to stand and walk for extended periods throughout the shift.
- Frequent use of computer, keyboard, mouse and other office equipment requiring hand and finger dexterity to complete tasks.
- Ability to view a computer screen for prolonged periods.
- Flexibility to work varied shifts, including mornings, evenings, weekends and holidays based on business levels.
Amazing Perks:
- Marriott Employee Travel program providing you with discounted room rates and food and beverage discounts at any of Marriott's chain of hotels.
- Personal days: 5 per year after 90 days of continued full-time employment.
- Eligible for three (3) weeks of paid vacation annually.
- Food and Beverage discounts at ALL 6 of our dining outlets.
- Growth and development opportunities, both personal and professional.
- Onsite staff accommodations including an employee gym.
- One meal per day in our employee cafeteria (taxable benefit)
- Discounts on activities offered through our Activities Committee: Skydiving, Yoga, rafting, to name a few.
- Shuttle access to Calgary and Canmore.
- Health and Wellness benefits (some restrictions may apply).
- Discounted access to our Nordic Spa*
- Discounted Ski Pass and Golf rates*
- Kananaskis Parks Pass.
Apply now or visit us to learn more information at www.livetheadventure.ab.ca
Experience the Kananaskis Mountain Lodge here: https://vimeo.com/261927699
*Season Availability, subject to cut off dates.
