Guest Service Team Leader jobs

Front Desk Manager — Crazy Creek ResortOverview

Crazy Creek Resort is seeking a motivated, organized, and guest-focused Front Desk Manager to lead our Front Desk and Guest Services department.

This is a hands-on leadership position responsible for delivering exceptional guest experiences, developing a strong team, and ensuring the efficient operation of our Front Desk, Resort Store, and guest-facing Pool operations.

The ideal candidate is a confident, approachable leader who takes ownership of their department, makes sound decisions independently, and balances excellent customer service with operational efficiency and financial responsibility.

At Crazy Creek Resort, we believe exceptional guest experiences begin with exceptional people. We are looking for someone who shares our commitment to developing employees, maintaining high standards, and creating a positive, welcoming environment for both guests and staff.

Duties & Responsibilities

Team Leadership & Development

• Lead, support, and develop the Front Desk and Guest Services team, including supervisors and guest service agents.
• Manage employee scheduling, time-off requests, labour allocation, and department coverage.
• Participate in recruitment, hiring, onboarding, training, and employee performance management.
• Establish clear expectations, provide regular feedback, and hold employees accountable for performance and service standards.
• Foster a positive, respectful, and supportive work environment that encourages teamwork, professional growth, and accountability.
• Delegate responsibilities effectively while maintaining overall accountability for department performance.

Guest Experience & Front Desk Operations

• Oversee daily Front Desk operations, including check-ins, check-outs, reservations, inquiries, and guest requests.
• Handle escalated guest concerns, complaints, and service recovery with professionalism, empathy, and sound judgment.
• Maintain accurate reservations, guest records, and booking information using property management and reservation systems.
• Oversee reservation procedures, group bookings, and third-party booking platforms.
• Ensure consistent communication and coordination between Front Desk, Housekeeping, Maintenance, and other resort departments.
• Maintain a welcoming, organized, and professional reception environment.

Resort Store & Pool Operations

• Oversee guest-facing operations of the Resort Store and Hot Pools.
• Ensure staff consistently follow pool monitoring procedures, safety requirements, and guest service standards.
• Maintain cleanliness and presentation standards for the pool deck, change rooms, reception, and retail areas.
• Oversee store inventory, ordering, merchandising, and stock management, delegating routine responsibilities to supervisors as appropriate.
• Ensure accurate cash handling, point-of-sale procedures, and daily reconciliation.

Department Management & Operational Efficiency

• Manage Front Desk labour costs, scheduling efficiency, and departmental resources within approved budgets.
• Monitor department performance, identify operational challenges, and implement practical improvements.
• Establish and maintain effective procedures, training systems, and service standards.
• Take ownership of daily operational decisions and resolve department issues independently within established authority.
• Maintain accurate reporting, inventory controls, and operational records.
• Collaborate with the Resort Manager to establish department priorities, improve efficiency, and support the continued growth of Crazy Creek Resort.

Experience & Qualifications

• Previous experience in hospitality, guest services, hotel operations, or a related customer-facing environment is required.
• 3-5 years of supervisory or management experience is preferred.
• Demonstrated leadership ability, including coaching employees, managing performance, and building effective teams.
• Strong communication, organization, problem-solving, and conflict-resolution skills.
• Ability to make sound decisions independently and manage competing priorities in a busy hospitality environment.
• Understanding of labour management, scheduling, inventory control, and operational efficiency.
• Comfortable using reservation systems, point-of-sale software, and common office applications.
• Experience with WebRezPro, Lightspeed, or similar systems is an asset.
• Ability to maintain professionalism, empathy, and accountability when handling challenging situations.
• Bilingual or multilingual abilities are an asset.
• Flexibility to work weekends, holidays, and varied shifts as required by resort operations.

What We're Looking For

We are looking for a leader who genuinely enjoys working with people and takes pride in helping others succeed.

Our ideal Front Desk Manager is someone who:

• Leads by example and builds trust through fairness and consistency.
• Recognizes good work and invests in employee development.
• Is comfortable having difficult conversations and holding employees accountable.
• Takes initiative, solves problems, and follows through on commitments.
• Balances the needs of guests, employees, and the business.
• Creates a positive team environment while maintaining high operational standards.
• Takes ownership of their department and continuously looks for opportunities to improve.

At Crazy Creek Resort, our Front Desk team creates the guest experience. We're looking for a manager who can lead the people who make that experience possible.

Pay: $25.00-$30.00 per hour

Expected hours: 40.0 per week

Work Location: In person