About the Role
The Manager on Duty (MOD) is the first point of contact in the absence of senior management at the hotel. The successful candidate will work closely with other MOD’s and together will be responsible for making necessary decisions without the formal approval of the senior management team. This role is in charge of ensuring all hotel standards, policies and procedures set out by the Crystal Lodge are being executed.
Requirements
Checking guests in/ out of the hotel whilst also providing assistance with luggage, car valet and a concierge service to provide all guests with an outstanding service that makes their stay with us memorable.
Take ownership and support team members when handling any customer complaints by providing resolutions that are in line with hotel policies.
Provide training to new employees regarding procedures and policies across the hotel that ensure they become proficient as soon as possible.
Complete MOD duties as outlined within the hotels Emergency & Crisis process when necessary.
Manage any incidents within the hotel and ensure all are handled correctly and documented appropriately.
Maximize incremental sales though achieving walk-in and up-sell targets.
Promptly resolve any guest billing issues that may arise.
Provide information and support the Front Office Manager with any disciplinary matters relating to the Front Office team.
Support with valet services.
Please note, this list is not exhaustive and the successful candidate will be required to complete additional duties that ensure the success of the Front Office team, and the hotel.
This is a full-time, year-round role and we are looking for someone who shares the hotel’s values and can demonstrate them throughout their tasks. It is essential to hold a full, valid BC drivers license.
The ideal candidate will have at least 3 years experience working within a customer service setting, and previous experience working as either a Front Desk or Reservations Agent with a minimum of one year supervising a team. It is essential that you possess experience using in-house computer systems such as RDP, LodgeNet, Protobase, MS Office to complete reservations, scheduling and more. It is essential that you have sound knowledge of the local area and the activities Whistler has to offer.
All MOD’s are trained to complete Night Audit duties and there will be times, on occasion, where you will be required to complete Night Auditor shifts to cover vacation and sickness – this is completed on a rotational basis throughout the team, but this will be expected on occasion.
Experience of Front Office budgets, disciplinaries, cash handling, tourism/ hospitality diploma and a second language are an asset.
You must be confident in leading by example and inspiring your team to be highly motivated, positive, committed and provide exceptional customer service to all guests, at all times. You should be passionate about the service you deliver with excellent organizational, leadership, time management, and communication skills.
Salary/Wage
24.50
Other Perks/Benefits
Here at the Crystal Lodge, we offer the following benefits: - Credit towards the Spirit Pass program annually - Extended health benefits - Length of service awards - Annual complimentary stays within the hotel, as well as further hotel stay discounts - Discounts at Beacon Pub & Eatery, Table Nineteen and GolfBC - Monthly birthday and anniversary celebrations - Employee only ski and bike storage on site - Team events throughout the year - Excellent location in the center of Whistler village for skiing, biking and transit
Accessible Employer: Yes
Open to International applicants with valid Canadian Work permits: Yes
Job Application
Please complete the form to apply for a position.