WHY WORK FOR HILTON WHISTLER RESORT & SPA?
At Hilton Whistler Resort & Spa we’re passionate about creating exceptional guest experiences. Not just through outstanding service, but by creating heartfelt experiences that guests will remember long after their stay. We believe that when our team members thrive, so does our hospitality. That’s why we foster a workplace where growth, inclusion and recognition are a part of everyday life. Join a team where your leadership, passion for hospitality, and commitment to excellence will help shape memorable guest experiences and drive operational success.
As an Assistant Rooms Division Manager, you will receive the following benefits:
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Staff Accommodation
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Life & Leisure Program – Incentive paid out every day that you work!
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Extended Health Benefit Plan
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Retirement Savings Programs
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Complimentary Meals
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Free On-Site Staff Parking
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50% Discount at Cinnamon Bear Restaurant
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Participate in Hilton’s Team Member Travel Program
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Educational Assistance Program - Take courses that will assist with your career development
ASSISTANT ROOMS DIVISION MANAGER PURPOSE
The Assistant Rooms Division Manager supports the Director of Rooms in the daily operation of the Reservations, Front Office, and Housekeeping departments, ensuring exceptional guest service, operational efficiency, and adherence to Hilton brand standards. This hands-on leadership role assists with room inventory management, revenue optimization, team development, and cross-departmental collaboration to deliver a seamless guest experience. The Assistant Rooms Division Manager serves as a key operational leader, providing support and decision-making in the absence of senior management, while responding to guest concerns, operational challenges, and emergency situations as required. Flexibility to work across all Rooms Division functions is essential to the success of this role.
Rooms Division Operations & Guest Experience
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Support the daily operation of the Front Office, Reservations, and Housekeeping departments, ensuring seamless communication and collaboration between teams.
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Conduct pre-shift briefings and assist with coordinating daily operational priorities across the Rooms Division.
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Make informed decisions regarding room allocation, upgrades, room moves, and inventory management to maximize guest satisfaction and operational efficiency.
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Review arrivals, departures, VIPs, groups, and special requests, proactively identifying opportunities to enhance the guest experience and resolve potential challenges.
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Monitor room availability, out-of-order/out-of-service rooms, and occupancy levels to ensure accurate inventory management.
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Respond promptly and professionally to guest concerns, reviews, and service recovery situations, utilizing sound judgment and creative problem-solving skills.
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Act as a resource and escalation point for team members when addressing guest service issues and operational challenges.
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Conduct regular property inspections to ensure cleanliness, presentation standards, safety, and maintenance concerns are addressed.
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Participate in Manager on Duty responsibilities as assigned, including emergency response, incident management, and security-related duties.
Reservations & Revenue Support
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Support the daily operations of the Reservations Department, ensuring all FIT, group, wholesale, and transient reservations are processed accurately and efficiently.
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Assist in building, maintaining, and auditing rate plans, room inventory, and reservation systems.
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Collaborate with Revenue Management and Sales teams to optimize occupancy, ADR, and RevPAR through effective inventory and rate management.
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Monitor reservation activity, production reports, booking pace, and forecast trends to identify opportunities and support revenue strategies.
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Assist with group rooming lists, billing arrangements, special requests, and contract execution to ensure a seamless guest and client experience.
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Maintain positive relationships with travel partners, tour operators, corporate accounts, and group clients.
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Participate in site inspections, client meetings, and property tours as required.
Housekeeping Operations Support
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Partner closely with Housekeeping leadership to ensure guestrooms and public areas meet brand and property cleanliness standards.
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Assist with room assignment coordination, room readiness communication, and prioritization of arrivals and departures.
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Monitor housekeeping productivity, room status discrepancies, and operational challenges, ensuring timely resolution.
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Support staffing adjustments and workload planning based on occupancy forecasts and operational needs.
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Promote strong communication between Housekeeping, Front Office, and Reservations to maximize operational efficiency.
Team Leadership & Development
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Provide day-to-day leadership, coaching, and support to Rooms Division team members across Front Office, Reservations, and Housekeeping.
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Assist with scheduling, staffing adjustments, and workload management based on business demands and service expectations.
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Conduct training, onboarding, coaching, and ongoing development of team members to support operational excellence and career growth.
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Monitor performance, provide constructive feedback, and participate in performance management processes as directed.
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Facilitate departmental meetings, communicate key operational updates, and ensure follow-up on action items.
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Foster a positive, inclusive, and collaborative team culture that promotes engagement, accountability, and exceptional service.
Administration, Reporting & Compliance
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Ensure departmental administrative duties are completed accurately and in a timely manner, including reporting, audits, financial procedures, and operational checklists.
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Monitor and maintain accurate guest, reservation, and financial records in accordance with company standards.
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Review guest feedback, service metrics, and operational reports to identify trends and opportunities for improvement.
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Assist with budgeting, forecasting, payroll review, and expense management as required.
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Ensure compliance with all company policies, brand standards, health and safety regulations, and applicable legislation.
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Support emergency preparedness initiatives and act in accordance with established emergency procedures.
Professionalism & Culture
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Serve as a role model by demonstrating Hilton values, professionalism, integrity, and a commitment to service excellence.
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Lead by example in delivering exceptional guest experiences and fostering a culture of accountability and teamwork.
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Contribute positively to team morale, innovation, and continuous improvement initiatives throughout the hotel.
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Represent the hotel in a professional and positive manner when interacting with guests, clients, partners, and team members
In our commitment to provide a selection process and work environment that is inclusive and barrier free, accommodation will be provided in accordance with the Canadian Human Rights Code. Any special accommodation needs required in order to allow you to participate in the hiring and employment process to your full potential can be arranged in advance by contacting the Hiring Manager to arrange reasonable and appropriate accommodation.
