Manager on Duty (Loden Hotel & Arden Hotel)

About Us

Wentworth Hospitality Group is a leading hospitality group in Canada. We pride ourselves on our attention to detail, continuously innovating and improving, we strive to set new standards in the hospitality industry. At Wentworth, we are more than just a place to stay or dine; we are a destination where lasting memories are created, and guests feel genuinely appreciated and at home.

Wentworth features two standout hotels, the Loden Hotel and the Arden Hotel. The Loden Hotel is a luxury award-winning boutique hotel, recognized locally and globally; located in the Coal Harbour neighbourhood of downtown Vancouver. The Arden Hotel is a boutique hotel where thoughtful design meets genuine hospitality; located in the heart of downtown Vancouver, this West Coast–inspired boutique hotel seamlessly blends into the city’s urban fabric. 

Position Summary

As the Manager on Duty, you serve as the primary leader and point of contact during your shift, ensuring the seamless operation of the hotel while upholding the highest standards of guest service, safety, and brand representation. Reporting to the Director, Guest Operations, this role requires a dynamic blend of leadership, operational oversight, and guest engagement, with responsibilities spanning over both daytime and night functions.

Position Responsibilities

Daytime Responsibilities

• Provide exceptional guest service, ensuring a warm welcome, seamless stay, and memorable departure experience.
• Support the Director, Guest Operations in recruiting, training, and developing the Guest Experience Team, with a focus on weekend and evening coverage.
• Lead by example, fostering a culture of service excellence and personalized guest care.
• Contribute to business strategy development and performance management initiatives.
• Contribute to the development and implementation of innovative guest experiences strategies and incentives.
• Act as a liaison for guest resolutions, ensuring timely and thoughtful outcomes.
• Monitor operational conditions and implement progressive improvements as needed.
• Collaborate with all departments to support events, group billing, and reconciliation processes.
• Ensure guests’ safety is a priority by staying knowledgeable on hotel safety practices and emergency procedures.
• Maintain current knowledge of local attractions and experiences through periodic assessments.

Nighttime Responsibilities

• Serve as the primary leader and point of contact, upholding the hotel’s luxury standards through professional appearance and conduct.
• Ensure guests’ safety is a priority by staying knowledgeable on hotel safety practices and emergency procedures.
• Perform all Night Audit duties including posting charges, reconciling accounts, generating reports, and ensuring revenue integrity.
• Maintain a consistent front desk presence throughout the night until the morning team arrives.
• Prepare nightly market segment tracking and coordinate with the Accounting team for follow-ups.
• Communicate with the Accounting team to address audit discrepancies and ensure financial accuracy.
• Monitor overnight emails and reservations, ensuring timely responses or appropriate follow-up or delegation.
• Review Night Houseperson performance to ensure safety and quality standards are met.
• Deliver a memorable departure experience, including final billing, future reservation assistance, and immediate resolution of concerns.
• Handle reservation inquiries across all communication channels, offering tailored room options and securing bookings.
• Foster interdepartmental communication to support operational continuity and guest satisfaction.
• Demonstrate flexibility in scheduling, including support for Night Audit responsibilities as needed.
• Other duties as required.

Experience & Qualifications

• Education: Minimum high school diploma or equivalent required. Post-secondary education in business, hospitality, or a related field is considered an asset.
• Experience: Minimum of 1-2 years experience in a guest facing role, preferably in a luxury or boutique hotel setting is an asset but not a requirement.
• Previous experience in a leadership or supervisory role within a luxury or boutique hotel setting is an asset.
• Strong understanding of hotel operations and guest service standards.
• Strong communication skills, both verbal and written with the ability to interact with guests, colleagues and leadership.
• Highly organized with the ability to problem-solve, by remaining calm and resourceful under pressure.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Passion for hospitality and a genuine desire to exceed guest expectations.
• Multilingual abilities are considered an asset.
• Flexibility to work overnight shifts, weekends, and holidays.
• A valid driver’s license and abstract is required.
• Must be able to lift and move items weighing up to 23 kg.
• Computer Skills: Proficiency in hotel management systems and Microsoft Office Suite.

Physical Requirements

This position requires the ability to stand, lift, carry, push/pull and transport items up to 25 lbs., including guest luggage and other service-related equipment.

Work Schedule

This full-time salaried position typically works 40 hours a week. The specific work hours during the workday may be determined through mutual agreement, allowing for flexibility as needed. This position may require weekend work and emergency on-call availability.

Additional Information

Wentworth is an equal-opportunity employer who offers competitive compensation packages. We thank you for your interest in this position but only those who are short-listed for an interview will be contacted.

Please apply through wentworthhg.com via the link provided: https://amacon.bamboohr.com/careers/506