Front Desk - Front Office Manager

We’re looking for a strong #2 to our General Manager. You’ll lead the front desk day to day, grow our direct reservations, and help shape how Siesta Suites shows up as a brand. As the GM’s right hand, you’ll lead and develop our front desk team, make sure every guest feels welcome from booking to check-out, run the property when the GM is away, and help set the hotel’s direction.
We’re a close-knit team, so we want someone who’s both right for the role and right for the team: someone who’s warm, hands-on, calm under pressure and happy to pitch in wherever needed. If you’re looking for a place to grow your leadership career, this is it.
Duties and Responsibilities
Build the Siesta Suites brand

Work with the GM to define and bring to life the hotel's brand, voice and guest promise
Keep the hotel’s online listings current on all third-party booking sites (e.g., Expedia, Booking.com), including photos, descriptions, amenities and room inventory.
Respond to online reviews and use guest feedback to improve our reputation scores
Build local partnerships with wineries, tour operators, event venues and Tourism Kelowna
Plan seasonal offers and packages that give guests a reason to book with us

Drive more reservations

Grow direct bookings and reduce reliance on third-party booking sites
Monitor occupancy, average daily rate (ADR) and revenue per available room (RevPAR), and recommend pricing changes with the GM
Track pace and pickup, and adjust rates and promotions for peak summer and slower shoulder seasons
Build group, corporate, sports team and wedding business
Train the front desk to convert phone and walk-in enquiries, and to up-sell suite upgrades and add-ons

Lead the front desk team

Manage daily front desk operations
Hire, train, schedule and coach front desk and guest services staff
Perform all relevant duties as a leader including approving timesheets and time away from work requests
Responsible for running front desk health & safety committee; following all procedures
Set service standards and check-in/check-out routines, and make sure they're followed every shift
Handle guest escalations and turn unhappy guests into returning ones
Run regular team huddles and one-on-ones; give feedback and recognize good work
Manage front office labor costs against budget
Build strong working relationships with department leaders to align on the hotel’s daily priorities, communicate clearly across teams, and deliver a seamless guest experience

Partner with the General Manager

Act as manager on duty and lead the property when the GM is away
Responsible for reconciliation of accounts receivable for payment collection
Ensure accurate inventory of office supplies to audit for GM’s approval
Help build the annual budget and the sales and marketing plan
Report weekly on bookings, revenue, reviews and team performance
Work across housekeeping and maintenance so guests get a seamless stay
Responsible for cash handling and audit procedures

Required Qualifications

5+ years in hotel operations, including 2+ years leading a front office or guest services team
A track record of growing bookings or revenue: pricing, promotions, packages or sales
Hands-on experience with digital marketing, social media or online travel agency (OTA) listings
Comfort with numbers: occupancy, ADR, RevPAR, budgets and labor costs
Experience with a property management system (e.g., Opera, Cloudbeds, RoomKey, WebRez, Innsource Enterprise)
A warm, steady leadership style, and calm under pressure with guests and staff
Availability for evenings, weekends and holidays, especially in peak season

Preferred Qualifications

Diploma or degree in hospitality, tourism, business or marketing
Experience with revenue management or channel manager tools
Knowledge of the Okanagan tourism market
Experience in a boutique, independent or extended-stay property
Content creation skills (photos, short video, copywriting)

What Success Looks Like in Year One

Direct bookings are a larger share of total reservations than today
RevPAR and occupancy beat last year, especially in shoulder season
Online guest review scores improve, let’s get to 4.5
A clear brand voice and refreshed photos run across the website, social and booking sites
Front desk turnover falls, and the team is fully trained and consistently scheduled
The GM can step away for a week and the hotel runs smoothly