Front Office Manager

1 week ago

Victoria, British Columbia, Canada Victoria Marriott Inner Harbour Full time

SUMMARY:


Managed by Atlific Hotels, the full-service, upscale Victoria Marriott Inner Harbour overlooks Victoria's vibrant and dynamic downtown, located just steps from world class attractions, shopping, venues, and dining.

With 236 elegantly appointed rooms and 5,100 square feet of meeting space, this hotel is committed to providing exceptional and personalized customer experiences that set new standards for modern hospitality.

We are seeking a dynamic and experienced Front Office Manager to join our team at Victoria Marriott Inner Harbour.

The Front Office Manager plays a critical role in ensuring smooth operations with our front desk, valet, concierge, and reservation teams with the ultimate goal of providing exceptional guest experiences.

Strong leadership skills, attention to detail, and a passion for hospitality are required. This position involves hands-on duties and direct guest interaction. A significant presence in the lobby area is essential for success in this role.

KEY RESPONSIBILITIES:

The Front Office Manager duties include, but are not limited to the following:

  • Oversee all aspects of guest services, including check-in, check-out, reservations, and inquiries.
  • Oversee daily operations of the front desk, including cash, reservations, night audit procedures, and valet.
  • Ensure efficient handling of all guest needs and requests to achieve high levels of guest satisfaction.
  • Monitor and maintain guest service standards to exceed guest expectations.
  • Coach and lead Guest Services team to maintain Marriott Brand standards.
  • Conduct regular training/coaching sessions to enhance team knowledge and performance.
  • Create and maintain schedules to ensure adequate coverage and productivity.
  • Manage front office budgets, expenses, and revenue targets.
  • Monitor room rates, occupancy levels, and RevPAR to maximize profitability.
  • Implement costcontrol measures without compromising guest service quality.
  • Coordinate with other departments such as housekeeping, maintenance, and Food and Beverage to ensure seamless guest experiences.
  • Utilize property management systems (PMS) and other technology tools to manage reservations, guest profiles, and room assignments.
  • Stay updated with industry trends and best practices in hospitality technology to streamline operations.
  • Build rapport with guests and BONVOY members and facilitate special requests with personalized attention.
  • Respond promptly to guest feedback, reviews, and surveys to address concerns and improve service quality.
  • Maintain clear and effective communication channels with all hotel departments.
  • Implement and enforce hotel policies and procedures to maintain safety and security standards.

QUALIFICATIONS:

  • Minimum 3 years' experience as a Front Office Manager or similar role in hotel industry.
  • Marriott or Hotel Brand experience a strong asset.
  • Diploma or BA in hospitality or related field an asset.
  • Strong leadership, communication, and interpersonal skills.
  • Excellent problemsolving abilities and attention to detail.
  • Proficiency in hotel management software and Microsoft Office.
  • Ability to work flexible hours, including weekends and holidays.
  • Valid class 5 driver's license and clear ICBC driver's abstract.
  • A passion for delivering exceptional guest experiences.

Job Types:
Full-time, Permanent

Salary:
$65,000.00 per year

Benefits:

  • Company events
  • Dental care
  • Employee assistance program
  • Extended health care
  • Life insurance
  • Onsite parking
  • Paid time off
  • Store discount
  • Vision care

Schedule:

  • Day shift
  • Evening shift
  • Every Weekend
  • Holidays
  • Monday to Friday

Supplemental pay types:

  • Bonus pay

Work Location:
In person

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