Front Office Manager

Siesta Suites is a welcoming, guest-focused hotel located in the heart of the Okanagan Mission neighborhood, this all-suite hotel is in Kelowna, British Columbia, the sunny center of the Okanagan Valley. We strive to help guests make the most of their time here, whether they’re visiting for a family summer on the lake, a winery weekend, a ski trip or a business stay. Our property offers several suites options for our guests along with many amenities including both indoor and outdoor pools.

The workplace culture is supportive and team-oriented, with a focus on consistency, care, and pride in service. Employees have the opportunity to grow within a business that values reliability and positive work relationships.

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

Equity Statement: Siesta Suites is committed to equity, diversity, and inclusion. Our goal is to create an inclusive, accessible environment for our candidates and employees that reflects the communities in which we operate. If you require an accommodation for the recruitment or interview process, please let us know and we will work with you to meet your needs. We welcome Indigenous people, newcomers, and people with disabilities to apply for this position.