About the Company
We’re a vacation rental company where great people create exceptional
experiences. From our humble beginnings with a simple idea, we've grown into a
trusted industry leader delivering genuine hospitality to every guest. What sets
us apart isn't just our advanced technology or high property standards, but our
culture of doing things the right way, building trust, and supporting each other
as a team. When you join Casago, you're not just taking a job—you're becoming
part of a company that values your contributions, invests in your growth, and
gives you the opportunity to make a real impact on the homeowners and guests we
serve every day.
About This Job
We’re seeking a passionate and energetic, customer service and employee focused
leader to manage and lead a team of Front Desk Specialists. This includes
managing individual and team performance expectations and goals, providing
behavioral based coaching and feedback at the individual and team level,
maintaining focus and balancing quality of service provided with productivity,
monitoring customer service levels and schedule adherence, and serving as a
point of contact for escalated customer contacts. The ideal candidate has the
ability to lead and develop a team, effective communication skills, analytical
and problem-solving skills, and the ability to adapt to and lead change.
Compensation
- $63000 CAD / year. Actual pay will vary based on a candidate's skill,
experience, education and/or location.
- More benefits and company perks information below.
Essential Job Functions
- Working closely with other LOM’s: lead, develop, and motivate a team of Front
Desk Specialists in Whistler, BC.
- Oversee daily operations and workflow management of assigned portfolio of
properties to optimize team productivity and meet departmental objectives.
Identify areas for improvement, and implement process enhancements to drive
efficiency and quality outcomes.
- Work with other LOM’s on recruiting, scheduling, payroll & performance
management
- Provide cross-coverage for your team and management when necessary.
- Liaise with Strata Manager, conduct property walkthroughs and provide
feedback as needed.
- Support your team with escalated guest and homeowner concerns by responding
to emails, calls and tickets.
- Develop and grow a relationship with the owners of the properties by
proactively communicating and becoming the subject matter expert of those
properties ensuring they are clean, maintained and well cared for.
- Meet and maintain company standards and metrics such as NPS, standard unit
appearance, and efficiency.
- Follow all Health and Safety protocols to ensure a safe working environment.
This may include being part of the Whistler Vacasa Health and Safety
committee
- Ability to perform light home maintenance (light bulbs, fix door hinges,
unclog a toilet, etc).
- Foster a collaborative work environment that promotes open communication,
innovation, and employee engagement. Address team conflicts constructively
and in a timely manner as they arise.
- Assist the recruiting process with interviewing, selection and onboarding new
team members while ensuring compliance with company policies and employment
regulations.
- Establish and maintain open, collaborative relationships with fellow regional
team members and upper management team.
- Other duties as assigned because every day is different in hospitality!
Skills + Qualifications
- Experience working in hotel, hospitality, vacation or similar industry is
highly preferred.
- 1 - 2 years experience working in operational support roles; housekeeping
and maintenance highly preferred. .
- Prior experience in supervisory or management level positions in a similar
industry is highly preferred.
- Technical computer skills required on all forms of hardware - laptops,
tablets and mobile devices
- Excellent time management skills with the ability to change activity
frequently and cope with interruptions
- This role involves frequent travel between worksites, so reliable personal
transportation is essential.
- Dependable and prepared. Showing up on time and ready to go is key to
creating great stays for our guests and peace of mind for our homeowners.
- Must be dependable, self-motivated, and able to work independently while
contributing positively to a collaborative team environment.
- Comfortable talking to people—online or in person—and being able to share
information in a way that’s clear, thoughtful, and represents the company in
a positive way always.
Workplace Environment + Physical Requirements
- Must be legally eligible to work in Canada.
- Ability to work a flexible schedule including weekends
- We’re in hospitality and our schedules can change based on guest and
homeowner needs. Shifts may include early mornings, evenings, weekends, and
holidays. We require flexibility to support this.
- Reliable transportation required.
- Ability to move freely (balancing, climbing, crawling, driving, squatting,
standing, stooping, walking, bending, pushing, pulling, reaching, and
repetitive hand/finger motions) and lift up to a maximum of fifty (50) pounds
without assistance.
Benefits + Perks
- Extended Medical and Dental
- Registered Retirement Savings Plan - company match
- Ski pass/activity allowance, or Travel allowance for Squamish/Pemberton-based
applicants
- Employee Assistance Program
- Career advancement opportunities
- Employee discounts
- All the equipment you’ll need to be successful
Casago is an equal opportunity employer committed to fostering a diverse and
inclusive workplace. We do not discriminate against applicants based upon race,
color, religion, sex (including pregnancy, gender identity, and sexual
orientation), national origin, age, disability, genetic information, or other
classes protected by applicable law. Veterans are encouraged. Casago is
committed to maintaining a safe and productive work environment. Possession,
use, or being under the influence of alcohol or illegal drugs in the workplace
is prohibited.
Some positions may require that you drive a personal vehicle and/or company
vehicle for work purposes. Employees who are required to drive a personal
vehicle must have reliable transportation, a valid driver’s license, and be at
least 18 years of age. Employees who are required to drive a company vehicle
must have a valid driver’s license, be at least 21 years of age, and have been a
licensed driver for no less than 3 years.
An offer of employment for this role will be contingent upon the successful
completion of a background check and / or an OFAC screening, country dependent.
