Front Office Manager

Lake Louise Inn is a full-service hotel with 247 guest rooms and suites surrounded by soaring pines and sweeping mountain views, nestled among the snowy peaks of Banff National Park and is part of a UNESCO World Heritage Site.

Lake Louise Inn is dedicated to ensuring each position in the company is treated equally and with the utmost importance. We value the diversity of our employees and want each of them to experience a welcoming atmosphere that delivers respect, compassion and professionalism. We believe that diversity creates memorable experiences every day for both our staff and guests during their time at Lake Louise Inn.

• Full Time Team Members receive subsidized, furnished, private room with internet, cable and utilities included.
• Live, Work & Play in one of Canada’s more iconic settings within Banff National Park.
• Daily shift meals in our newly renovated staff cafeteria (taxable benefit).
• Use of onsite fitness facility, mini golf course, heated pool and whirlpools.
• Subsidized Gym Membership & Fitness classes at local recreation centre.
• Group Benefit Plan (Health, Dental, Vision) offered at 4th month of employment for Full Time Team Members.
• Employee travel program with preferred room rates at Atlific Hotels.
• Discounts on Food & Beverage at 3 onsite restaurants.
• Be part of a culture that believes in developing talent & promoting from within.

Reporting to the Hotel Manager, the Front Office Manager is responsible for providing friendly and accurate service to guests, as well as ensuring a smooth operation of the Front Desk and Reservations Teams. This is a hands-on position and requires a high amount of guest interaction, where the Front Office Manager will be required to assist the Guest Service Agents and work on the Front Desk throughout their shift.

• Perform duties associated with the Front Office including but not limited to check in, check out, reservations, guest relations, concierge and switchboard
• Resolve guest issues during and post stay while ensuring guest satisfaction
• Actively review and act on feedback received from guests via booking websites, and other sources to ensure guest satisfaction and maintain a positive image of the Hotel
• Hire, train, and lead Guest Service team (Front Desk, Reservation, and Night Audit) in order to maintain the desired level of service and in line with the Hotel’s service standards
• Conducts performance reviews, progressive discipline, and ongoing feedback & development with Department Members
• Complete scheduling and payroll
• Ensure Reservations and Front Desk team complete month end duties
• Audit and follow up on Oculus secret shopper results
• Ensure that Department Members are fully aware of internal programs and promotions, selling strategies and are always informed with up-to-date information
• Supervise the billing and cash processes to ensure compliance with company standards
• Manage group files and no shows, and ensure all departments are aware of their details
• Communicate and coordinate with other departments within the hotel, particularly Housekeeping and Maintenance
• Point of contact in event of an emergency
• Keep the Front Desk till balanced and stocked with change
• Ensure the Guest Service Standards, Hotel Policies and Procedures are maintained at all times
• Answer inquiries regarding hotel services, and services available in the community
• Ensure that front desk and lobby area are clean
• Hold regular meetings with Department Team Members
• Assist Housekeeping by completing rooms check and selecting sections of the hotel to block
• Spot check reservations and rate overrides to ensure job tasks are completed correctly
• Monitor rooms inventory, types and categories
• Other duties as assigned by Hotel Manager

• 3-5 years experience as a Front Office Manager, or Assistant FOM in a similarly sized property
• Preference for candidates with a 2 year or more Hospitality or Business Diploma/Degree
• Preference for Resort Setting and/or Branded Hotel Experience.
• Excellent communication, interpersonal, administration, and communication skills
• Knowledge of foreign languages is an asset
• Ability to work different shift hours, including overnight shifts
• Energetic, flexible, hands-on individual with initiative and integrity
• Ability to work under pressure in a fast-paced work environment
• Friendly and pleasant demeanor

This is a full-time position, average of 40 hours per week. Valid Canadian Work-Permit required for International Applicants. Interested candidates, please send your CV and covering letter to: