The Kenrick Hotel
Banff, AB

Job details
Permanent | Full-time
14 hours ago
Skills
On-the-job training delivery
Customer relationship building
Resort experience
Hotel and accommodations experience
Operations management
Inventory management
Coaching
Greeting customers
Client inquiry handling
Shift management
Client relationship development
Hotel guest services experience
Presentation skills
Continuous improvement
Decision making
Client services
Customer relationship management
Mentoring
Organizational skills
Personnel management
Office management
Guest services
Cross-functional collaboration
On-the-job coaching
Status Reporting
Cash handling
Leadership
Guest issue resolution
Team motivation
Communication skills
Conducting team meetings
Client interaction
Team coordination
Room booking
Stakeholder relationship building
Cross-functional communication
Full job description
Location: Banff, Alberta
Reports to: Rooms Division Manager
Department: Rooms Division
Employment Type: Full-Time

Work Authorization

Applicants must be legally authorized to work in Canada. Sponsorship is not available.

About the Role

We are seeking a Front Office Manager to lead the heartbeat of our guest experience. In this hands-on leadership role, you will guide a close-knit front office team and shape the first and final impression of every stay. This is not a behind-a-desk position; it is a role for someone who enjoys being present, connecting with guests, anticipating needs, and setting the tone for a refined yet welcoming mountain hospitality experience.

You will bring structure, warmth, and consistency to daily operations while empowering your team to deliver thoughtful, individualized service. Working closely with Housekeeping, Revenue and Sales, Food & Beverage, and hotel leadership, you will ensure that every arrival, stay, and departure feels seamless and personal.

What You Will Do

Lead daily front office operations, including arrivals, departures, guest registration, room assignments, billing, telephone communications, and guest inquiries.
Create a warm, polished, and personal welcome for all guests, with particular attention to VIPs, returning guests, special occasions, and extended stays.
Be visible during peak periods, greeting guests, supporting the team, and stepping in to resolve concerns with confidence and care.
Build genuine guest relationships and use guest preferences, history, and feedback to elevate each stay.
Handle guest concerns promptly and professionally, seeking practical solutions that protect both the guest experience and the hotel’s standards.
Partner with Housekeeping to maintain accurate room status, support timely room readiness, and resolve any room-related challenges.
Work with Revenue, Sales and Management to manage inventory, arrivals, departures, group needs, upgrades, and occupancy opportunities.
Coach, train, schedule, and develop front desk, guest services, and concierge team members.
Lead daily briefings, set clear expectations, provide constructive feedback, and support team growth and accountability.
Maintain front office procedures, checklists, safety practices, cash-handling controls, key security, privacy standards, and emergency readiness.
Ensure the lobby, front desk, and guest-facing areas consistently reflect the hotel’s style, cleanliness, and attention to detail.
Review guest feedback and online commentary, identify opportunities for improvement, and implement meaningful service enhancements.
Prepare operational updates related to occupancy, guest experience, labour, service recovery, and departmental performance.
Support budget awareness through responsible scheduling, supply management, and cost-conscious decision-making.
What We Are Looking For

Previous leadership experience in a boutique, luxury, upscale, or resort hotel environment.
A strong background in front desk operations, guest relations, reservations, concierge services, or rooms division management.
A natural host with excellent communication skills, polished presentation, and a sincere interest in people.
The ability to balance warmth and professionalism while making sound decisions under pressure.
Strong organizational skills and attention to detail, particularly with room status, billing, guest profiles, and arrival preparation.
A collaborative leadership style that motivates team members and encourages ownership at every level.
Comfort working independently as well as partnering across departments.
Proficiency with a hotel property management system; familiarity with MEWS or a comparable platform is an asset.
Availability to work a flexible schedule, including mornings, evenings, weekends, holidays, overnight and busy seasonal periods.
What Success Looks Like

Guests feel recognized, cared for, and genuinely welcomed.
The front office operates with accuracy, calm, and consistency, even during high-demand periods.
Team members are confident, engaged, and proud of the service they provide.
Guest feedback reflects strong arrival, in-stay, and departure experiences.
Front office standards, controls, and communication processes are consistently maintained.
The team delivers a personalized level of service that feels distinctive to the property.
Why Join Us

This is an opportunity to lead within a boutique setting where your influence is visible, your ideas matter, and your connection with guests and team members is central to the role. You will help shape a service culture built on genuine hospitality, attention to detail, and a strong sense of place.

Pay: $60,000.00-$65,000.00 per year

Work Location: In person