Whistler Reception Services (WRS) operates multiple full-service front desks for privately owned and rental accommodation properties throughout Whistler. We are seeking a motivated, detail-oriented, and experienced Frontline Operations Supervisor to join our team.
This is an excellent opportunity for someone who enjoys working in a dynamic environment and wants to play a key role in a well-established local company.
Position Summary
This position supervises daily front desk and concierge operations across multiple accommodation properties, ensuring consistent guest and owner service standards. The role supports complex, high-volume guest services operations while also assisting with administrative and clerical accounting functions under the direction of management.
The successful candidate will bring strong hospitality operations experience, excellent problem-solving skills, and the ability to coordinate multiple systems, properties, and service channels in a fast-paced tourism environment.
Key Responsibilities
Front Desk & Concierge Supervision
- Supervise daily front desk and concierge operations across guest and owner service functions
- Coordinate staff schedules and shift coverage in collaboration with management
- Provide operational direction, coaching, and support to front-line staff
- Train staff on guest service standards, reservation systems, and operational procedures
- Monitor staff performance and ensure adherence to company service expectations
- Support onboarding and training of new employees
- Work front desk and guest service shifts as operationally required
Guest Services & Multi-Property Coordination
- Respond to guest enquiries and resolve escalated service issues using established procedures
- Coordinate guest bookings and activity arrangements with external service providers
- Maintain and update operational reference materials and guest service resources
- Monitor communication channels, including front desk and concierge inboxes, ensuring timely responses
- Support the smooth operation of reservation, key management, and front desk systems across multiple properties
- Coordinate maintenance or system issues and escalate operational concerns to management as required
- Support consistent service delivery across multiple properties and stakeholder groups
Operational Reporting & Administration
- Prepare routine operational summaries and shift reports for management review
- Maintain accurate records of guest service activities, communications, and operational issues
- Compile and organize operational data for internal tracking and reporting purposes
- Document service issues and resolution outcomes to support operational continuity
Accounting & Reconciliation Support
- Assist with preparation of full-cycle owner statements for small HOA properties under management direction
- Support bank and account reconciliations, owner invoicing, payment preparation, accounts payable, and financial reporting
- Reconcile front desk transactions, guest payments, and commission records
- Maintain accurate records of operational financial transactions
- Assist bookkeeping staff with transaction tracking and reconciliation processes
- Verify accuracy of transactional postings and report discrepancies as required
- Prepare spreadsheets and administrative summaries for internal reporting purposes
What We’re Looking For
- Positive attitude and strong work ethic
- Excellent organizational skills and attention to detail
- Strong written and verbal communication skills
- Ability to prioritize workload and meet deadlines
- Strong analytical and problem-solving abilities
- Ability to work independently and collaboratively within a team
- Professional customer service skills and experience
- Advanced knowledge of Microsoft Excel and Microsoft Office
- Experience with Sage, QuickBooks, or similar accounting software
- Understanding of hotel PMS systems and OTA platforms such as Airbnb and VRBO
Experience & Qualifications
- 3+ years of experience in a senior front-line or supervisory role within hospitality, tourism, or accommodation services
- 5+ years of customer service experience in a high-volume environment
- Demonstrated experience working with reservation systems and multi-property operations
- Strong proficiency in Microsoft Excel and Microsoft Office applications
- Experience with accounting or property management systems considered an asset
- Proven ability to supervise staff and maintain service standards across multiple service points
- We thank all applicants for their interest; however, only those selected for an interview will be contacted.
