Guest Services Manager (Cowichan Bay)

About Us Nestled along the picturesque shores of Cowichan Bay, Oceanfront Suites offers an idyllic retreat for our guests with stunning views, spacious accommodations, and exceptional hospitality. We pride ourselves on creating memorable guest experiences through professional service, teamwork, and operational excellence. Oceanfront Suites at Cowichan Bay is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Job Summary Oceanfront Suites at Cowichan Bay is seeking a dedicated and experienced Guest Services Manager to oversee Front Desk and Guest Services operations. This leadership role is responsible for ensuring smooth daily Front Office operations, maintaining exceptional guest satisfaction, supporting team development, and acting as a key communication link between departments. This is a hands-on operational management role. The successful candidate must be comfortable actively assisting with Front Desk operations and covering shifts when operationally required, including during staff shortages, sick calls, vacations, or high occupancy periods. The ideal candidate will have previous hotel Front Desk leadership experience, strong operational knowledge, excellent communication skills, and the ability to perform effectively in a fast-paced hospitality environment. Key Responsibilities Front Desk & Guest Services Operations - Oversee daily Front Desk and Guest Services operations - Ensure exceptional guest service standards are consistently maintained - Handle guest concerns, complaints, and service recovery professionally and efficiently - Assist Front Desk Agents during busy operational periods including check-ins and check-outs - Provide direct operational support and cover Front Desk shifts when required due to staffing shortages, call-ins, vacations, or business demands - Monitor arrivals, departures, VIP guests, room status, and operational priorities - Ensure smooth communication and coordination between Front Desk, Housekeeping, Maintenance, and other hotel departments - Maintain professionalism, organization, and operational consistency within the department - Assist with operational decision making and problem solving throughout daily operations Leadership & Team Development - Supervise, coach, and support Front Desk Agents and Night Audit staff - Assist with recruitment, onboarding, and training of new employees - Prepare Front Desk schedules and assist with staffing coordination - Monitor employee performance and provide coaching and support as needed - Foster a positive, professional, and team-oriented work environment - Ensure hotel policies, procedures, and service standards are followed consistently Administrative & Operational Responsibilities - Assist with payroll review and scheduling management - Monitor Front Desk inventory and ordering of supplies - Support upselling and revenue enhancement initiatives - Prepare operational reports and assist with departmental planning - Ensure proper cash handling and audit procedures are followed - Participate in Manager on Duty responsibilities as required - Assist with operational emergencies and guest escalations as required Qualifications - Minimum 2 years hotel Front Desk supervisory or management experience required - Previous hotel experience is mandatory - Solid knowledge of hotel Front Office operations - Strong leadership and team management abilities - Excellent communication and interpersonal skills - Strong organizational and multitasking skills - Ability to remain calm and professional in a fast-paced environment - Experience with hotel property management systems preferred - Knowledge of hotel operations and guest service standards - Flexible availability including evenings, weekends, holidays, and occasional shift coverage as required - Strong problem-solving and decision-making abilities Compensation & Benefits Pay: Starting from CA$52,000 annually, based on experience Additional pay: - Bonus pay Advantages: - Dental care - Extended health care - On-site parking Schedule: - 8 hour shift - Weekends and holidays as required Pay: From $52,000.00 per year Benefits - Dental care - Extended health care - On-site parking Work Location: In person Apply on Kit Job: kitjob.ca/job/2o3c9c