About the Role
The Front Office Manager is a hands-on position which provides guidance and leadership to the Front Office personnel including supervisors, reservations, front desk, attendants (bellman), night audit, and guest services. They are involved in financial decisions, yield management, reservations, guest services, administration, payroll, scheduling, and human resources. This position is integral in the overall operations of the Front Office Department.
The ideal Front Office Manager would be a guest-oriented individual who can motivate employees, handle a great deal of tasks while managing high pressure, and be open and excited about their career as a leader in the industry.
Requirements
Recruit, hire, train, lead, develop, and supervise the Front Office personnel including the creation and implementation of supporting documents and programs
Conduct department meetings with the Front Office employees routinely and communicate effectively with the Front Office employees in a timely manner to ensure they are up to date on all required Resort happenings, policies and procedures
Perform routine performance evaluations and make recommendations and provide tools for development where needed
Monitor work hours, scheduling and vacation planning of the Front Office employees while adhering to and controlling labour costs based on hotel occupancies and work volumes
Manage required Front Office accounting including payroll, balancing the float, and departmental expenses
Prepare letters and memos related to Front Office
Understand and practice the legal obligations, duties, and standards of care for the Front Office
Stay on top of industry standards and best practices, and recommend and implement policies and procedures for departmental standards and improvements that support the department and increase guest satisfaction
Recommend and implement policies and procedures for departmental standards and improvements that support department efficiency and increase guest satisfaction
Identify and resolve all guest feedback to ensure high levels of guest satisfaction through all channels including, but not limited to, in-person, electronically, and on all digital review platforms
Room rate management (or revenue management) through maximizing RevPAR by managing occupancy levels and ADR
Manage the PMS and OTA’s
Know and understand all safety and emergency procedures, and facilitate safety procedures when required
Attend department meetings, monthly managers meeting, and attend other meetings and functions as necessary
Prepare reports and generate those requested that assist with data analysis, customer feedback tracking, revenue management, and other as it directly relates to the department when required
Prepare and send weekly reporting to the General Manager
Willingness to participate on company committees
Meet deliverables set out by the General Manager (GM) or Assistant General Manager (AGM)
Other tasks as assigned
Requirements:
Strong leadership ability
Excellent multitasking skills and effective time management
Efficient and organized with attention to detail
Strong customer service and problem solving skills
Strong written skills
Self-motivated and innovative
Proficient in Microsoft Office and Google Suite programs
Salary/Wage
$52K-$62K per year
Other Perks/Benefits
•On-site parking
•Free and/or discounted meal on-shift
•Extended health care
•Dental care
Accessible Employer: Yes
Open to International applicants with valid Canadian Work permits: No
Job Application
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