Glacier Lodge

GLACIER LODGE GUESTS ONLY

Glacier Lodge
4573 Chateau Blvd, Whistler, BC

Phone : 604-932-0990
Fax : 604-932-0998

Help us serve you better. If you require any more information please let us know by calling 604-932-0990 or the form below.

Frontline Operations Supervisor (Guest Services & Administrative Support)

Wage: $37.00/hour (High-Wage Position)

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 and assists with administrative and clerical accounting functions under the direction of management.

The position requires advanced operational experience in hospitality environments, strong problem-solving ability, and the capacity to coordinate multiple systems, properties, and service channels in a fast-paced tourism setting.

Key Duties

1. 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 service expectations
• Support onboarding and training of new employees in operational processes
• Work front desk and guest service shifts as operationally required to support service delivery

2. Guest Services & Multi-Property Coordination

• Respond to guest inquiries 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 information resources
• Monitor communication channels (front desk and concierge inboxes) and ensure timely response to guest requests
• Ensure smooth operation of reservation, key management, and front desk systems across properties
• Coordinate maintenance or system issues and escalate operational concerns to management when required
• Support consistent service delivery across multiple properties and stakeholder groups

3. 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

4. Accounting & Reconciliation Support (Clerical/Administrative)

• Assist with preparation of full cycle owner statements small HOA properties including bank and account reconciliation, preparing payments, invoicing owners, accounts payable, financial statement preparation and presentation and general accounts enquiries – under management direction
• Support reconciliation of front desk transactions, guest payments, and commission records
• Maintain accurate and organized records of operational financial transactions
• Assist bookkeeping staff with transaction tracking and account reconciliation processes
• Verify accuracy of transactional postings and report discrepancies to accounting or management staff
• Prepare spreadsheets and administrative summaries for internal reconciliation and reporting purposes

Experience & Qualifications

• 3+ years experience in a senior front-line or supervisory role in hospitality, tourism, or accommodation services (required)
• 5+ years 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 (e.g., Sage or similar)
• Strong ability to manage competing priorities in a fast-paced operational environment
• Excellent communication, organizational, and problem-solving skills
• High attention to detail and ability to follow established operational procedures
• Proven ability to supervise staff and maintain service standards across multiple service points

Please send a cover letter to samantha@whistlerreception.com along with your application detailing whether you are currently in Whistler or when you expect to arrive and if you will be needing the offered staff housing.