At Pursuit, we offer more than just a place to visit, we create opportunities for our guests to truly connect with iconic destinations. Our experiences include world-class attractions and distinctive lodges, all designed to highlight the unique beauty of each location. Beyond that, we offer thoughtfully crafted restaurants, retail, and transportation services that help our guests immerse themselves fully in the experience. What ties it all together are the friendly faces you’ll find along the way, the thoughtful amenities, and the delightful details that make every visit feel personal and unforgettable.
The Front Office Manager is responsible for leading Front Desk operations, delivering a consistently high standard of guest service, and ensuring smooth administrative, financial, and people management functions across the operation. This role requires a visible, hands-on leader who sets service standards, drives accountability, and supports both guests and team members in a dynamic hospitality environment.
KEY ROLES & RESPONSIBILITIES
Reporting to the Operations Manager, the Front Office Manager will provide leadership to a team of Front Desk Supervisors, Seasonal PAC Supervisor and Front Desk Agents.
Act as a Hotel Manager during absences and scheduled days off.
Lead and manage all Front Desk operations, including scheduling, training, coaching, performance management, and daily supervision.
Act as a role model for professional, service focused behavior and set clear expectations for guest experience standards.
Oversee arrivals, departures, group check-ins, VIP handling, Pursuit Adventure Centre, Retail and concierge services to ensure a seamless guest journey.
Monitor guest satisfaction metrics, surveys, and online reviews, ensuring timely responses and continuous improvement. Serve as the primary escalation point for guest concerns, resolving issues effectively and implementing corrective actions to prevent recurrence.
Coordinate closely with Housekeeping, Maintenance, Reservations, Retail, F&B, and other departments to ensure operational alignment.
Balance room inventory on a daily, weekly, and monthly basis, adjusting FIT and group blocks in coordination with the Reservations Manager.
Support revenue objectives through upgrades, upselling, and effective inventory management.
Prepare, manage, and approve Front Office schedules in line with labour standards and business demand.
Ensure payroll is accurate, completed on time, and submitted for all pay periods.
Ensure the Front Office, lobby, and public areas are well-presented, safe, and welcoming at all times.
Identify, document, and communicate safety, security, and maintenance concerns to the appropriate departments.
Ensure all Front Office team members are trained in emergency procedures and remain prepared to respond to incidents.
Enforce company policies, operational standards, and disciplinary procedures fairly and consistently.
Lead recruitment, onboarding, orientation, and ongoing skills development for the Front Office team.
Foster team engagement through regular communication, feedback, recognition, and development initiatives.
Act as Manager-on-Duty during evenings, weekends, holidays, absences, and after-hours emergencies. Responsible to carry an on-call phone for after-hours emergencies, up to five (5) days per week. Be available to work a variety of shifts, including mornings, afternoons, and overnight shifts as operationally required.
Represent the organization professionally in all interactions with guests, suppliers, partners, and colleagues.
Support senior leadership with administrative responsibilities, operational projects, and company initiatives, including P2P activities.
Perform other duties as assigned to support overall hotel operations.
REQUIRED SKILLS & QUALIFICATIONS
Minimum 5–7 years of experience in a hotel or hospitality setting, including 2–4 years in a supervisory or management role.
Previous Front Desk or Rooms Division experience required.
Proven ability to lead, coach, and motivate teams while also working independently with minimal supervision
Excellent verbal and written communication skills, with the ability to interact professionally with guests, colleagues, and external partners.
Strong organizational skills with the ability to manage multiple priorities, schedules, and operational demands.
Solid computer proficiency, including property management systems, Microsoft Office, and general administrative applications.
Working knowledge of scheduling, payroll, office administration, ordering supplies, and basic budget tracking.
Demonstrated commitment to guest service excellence and a strong work ethic.
Strong problem-solving skills with the ability to remain calm, flexible, and solutions-focused under pressure.
Commitment to safety, cleanliness, and adherence to hotel policies, procedures, and standards.
Professional presentation and grooming standards maintained at all times.
Positive, approachable leadership style with a willingness to support guests and team members and handle unexpected challenges.
Must Possess a valid Class 5 Driver's License
About Us:
We're more than a hospitality and attractions company. We connect people to iconic places through unforgettable and inspiring experiences; Our team members included.
Thoughtfully united by their unique power to inspire and invigorate, our collection of hotels and lodges, recreational attractions, ground transportation services, retail, food and beverage, sightseeing, tours, and travel products are tied together by iconic, destination-worthy locations in Alaska, Montana, the Canadian Rockies, Reykjavík and Costa Rica.
Pursuit is a publicly traded company listed on the New York Stock Exchange under the symbol PRSU. As a member of the S&P SmallCap 600 index, we specialize in attractions-led hospitality, consistently generating revenue and delivering value to our shareholders.
What will your work environment be like?
At Pursuit, our locations are more than just a place to work – it’s a space where you can bring your whole self, collaborate with talented teams across departments, and build lasting friendships. We believe in fostering an environment where work and play coexist, so whether you’re tackling projects or enjoying our many perks, you’ll feel supported and valued. With a variety of great benefits, we’re committed to ensuring that your time with us is as fulfilling as it is fun.
Our team shares a passion for adventure and an authentic desire to play host to the world. We are united by our connection to the people and places we’re lucky to call home. Our workforce is diverse. Our team members come here to embrace the extraordinary. To watch the sunrise and set each day in a place that, for many people, exists only in their imagination. To build career experience beside seasoned professionals a community of people who say ‘yes’ to adventure time and time again. To be a part of the #PursuitLife and live each day with purpose, turning moments into memories
PURSUIT PERKS
Join an inclusive, global team and make life-long connections
Enjoy free access to Pursuit attractions and 50% off for friends
Get discounts on hotel stays, dining, and retail
Access subsidized mental health and wellness resources
Equal Employment Opportunities Information
Pursuit is an Equal Opportunity Employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, gender, sexual orientation, disability, veteran status, and other protected characteristics. Pursuit places a high value on diverse backgrounds and experiences, recognizing that they serve as catalysts for creativity and innovation. We encourage individuals who are eligible to work in the country where the role is located to apply and join our inclusive team! We are working to eliminate barriers for applicants and team members from equity-deserving groups. If you can’t apply online or need accommodation during the application or hiring process, please contact our Talent & Acquisition Team at [email protected].
We thank all candidates for their interest; however, please note that only applicants selected for further consideration will be contacted directly.
