Come Lead the Front Desk at the Lake
The Inn on Long Lake is an independent, locally owned lakeside hotel in Nanaimo, and we're looking for a Front Desk Manager who genuinely enjoys people, takes pride in great hospitality and knows how to lead a team.
This isn't a position for someone who wants to manage from behind a computer. We're looking for someone who is present, approachable and engaged, someone who will work alongside the team, coach in the moment, solve problems and make sure our guests and employees feel supported.
Our front desk is the hub of the hotel, and this role plays an important part in both the guest experience and the day-to-day operation of the property.
What You'll Do
- Lead, support and coach our Front Desk team
- Be actively present at the Front Desk and work shifts as required
- Create schedules and help ensure appropriate coverage
- Train and onboard new team members
- Provide ongoing coaching, feedback and performance support
- Set clear expectations and follow up to make sure they are being met
- Support the team with challenging guest situations and complaint resolution
- Review reservations, billing, payments and daily Front Desk activity for accuracy
- Help prevent errors by identifying patterns and improving training and procedures
- Ensure hotel policies and procedures are consistently followed
- Communicate effectively with Housekeeping, Maintenance and Management
- Support group arrivals, special requests and busy check-in/check-out periods
- Respond calmly and professionally to emergencies and unusual situations
- Help create an environment where employees feel comfortable asking questions and taking ownership
- Look for ways to continually improve the guest experience and Front Desk operation
Who We're Looking For
We're looking for someone who is kind, capable and accountable.
You don't need to know everything on day one, but you do need to be someone who takes initiative, communicates clearly and genuinely enjoys helping both guests and employees.
You'll probably be a great fit if you:
- Have previous hotel Front Desk experience, with supervisory or leadership experience
- Are comfortable coaching people and having respectful but direct conversations when something isn't working
- Lead by example rather than simply delegating
- Have strong attention to detail and understand how small Front Desk errors can become big problems
- Stay calm when the hotel gets busy or something goes sideways
- Are confident handling guest complaints and finding reasonable solutions
- Communicate well in person, by phone and in writing
- Are organized and able to prioritize in a constantly changing environment
- Are comfortable learning and working with hotel technology and reservation systems
- Believe great hospitality starts with a team that feels supported
- Have a sense of humour, because hotels will give you plenty of opportunities to use it
What Matters to Us
We're an independent hotel, which means we aren't interested in doing things a certain way simply because "that's how hotels do it."
We care about our guests, our team, our community and the place we're lucky enough to operate in.
We're looking for someone who wants to contribute ideas, improve how we work and help us continue building a hotel that people genuinely enjoy visiting, and working at.
Hospitality experience matters, but leadership style matters just as much.
Schedule: This is a full-time, on-site leadership position. Hotel operations run seven days a week, so flexibility to work a combination of weekdays, weekends, evenings or holidays will be required.
To Apply: Please send us your resume along with a short note telling us a little about yourself and why this position caught your attention.
We'd much rather hear something genuine than receive a perfectly polished cover letter.
Job Type: Full-time
Pay: From $50,000.00 per year
Benefits:
Experience:
- customer service: 1 year (required)
- Front desk: 1 year (preferred)
Work Location: In person
