Front Desk Manager

Middle Beach Lodge is looking for a Front Desk Manager to join our leadership team. The Front Desk Manager will oversee and assist in the operations of the front desk team managing reservations, check-ins/checkouts, and ambience of the lounges and ensuring a positive guest experience. Leading the front desk team, the ideal candidate for this role will bring a positive can-do attitude, effectively communicate between departments, and ensure that front desk agents are providing quality service. The front desk is the first and last experience of a guest’s stay – help make it memorable!

The Front Desk Manager will report to the General Manager.

What you’ll do:

•  Support Front Desk staff throughout shift to ensure their work is going smoothly, efficiently and assist in anyway needed.
•  Ensuring the lounge/coffee bar/bathrooms/deck areas are up to standard, focusing on the small details and cultivating the overall ambiance.
•  Complete any daily tasks such as emails, reservation/availability/ inquiry calls, check in, check outs, etc.
•  Interact, talk and assist guests throughout shift to ensure their stay is going smoothly and is enjoyable. Taking opportunities to go above and beyond for them when possible.
•  Being the point of contact if a guest or staff member has a concern, complaint, suggestions or positive feedback. Being available to listen, assess and take action when needed.
•  Appoint and carry out performance reviews with front desk staff members.
•  Assist in the recruitment and hiring of front desk agents. Co-ordinating arrivals and providing new hires with orientation to Tofino and completing training.
•  Complete Front Desk Schedule ensuring adequate coverage, proper supervisory support for all shifts and balancing requests and covering desk shifts when required.
•  Send out and review guest surveys. Communicate feedback to management and team in order to make improvements and share positive reviews with the team.
•  Communicate with other department managers to share information and streamline processes.
•  Organize staff appreciation events for front desk staff and assist with companywide staff events.