Front Office Manager

2 weeks ago

Ottawa, Ontario, Canada Marriott Ottawa Full time

FRONT OFFICE MANAGER (FOM)

Reports To:
Director of Room Operations

BE PART OF OTTAWA'S TOP HOSPITALITY TEAM

What's in it for you?

  • Competitive wages & benefits
  • Position is bonus eligible
  • Marriott's discount program for 8500+ hotels & restaurants
  • Freeduty meals and beverages as well as food and beverage discounts
  • Rewards and recognition
  • Marriott's worldclass learning & development opportunities
  • Positive respectful culture
  • Our commitment to career growth opportunities
Wherever you want to go, whoever you want to be, you deserve a career that fulfills your purpose. You deserve to dream without limits. Be a part of something bigger than yourself. Belong to a community where you are included. Be inspired by what's possible and discover your future. Be challenged, grow, and achieve your ambition.
Begin your purpose,
belong to a community, and
become the best version of yourself.


Located one block south of Parliament in the heart of the Nation's Capital, Marriott Ottawa has been a long-time icon of hospitality for our guests.

With 489 guestrooms, 36000 sqft of event space, a 26th-floor concierge lounge, SPIN Kitchen & Bar, and a Starbucks, and crowned by our rotating rooftop summit venue, we are the tallest hotel in the city and second-largest hotel overall.


Marriott Ottawa is preparing to begin a transformative, full renovation of all guestrooms, meeting and event space as well as all public areas, commencing mid-2024, positioning the hotel to continue its storied legacy of hospitality excellence.


You're a great fit if:

  • Flourish in a fastpaced environment with multiple priorities.
  • Can see the big picture and act proactively with a solutionfocused mindset.
  • Are Caring
  • Are a Storyteller
  • Are Extraordinary
  • Are Open Minded
  • Demonstrate Wonderful Hospitality. Always.

Leading Guest Services Team

  • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
  • Encourages and builds mutual trust, respect, and cooperation among team members.
  • Serves as a role model to demonstrate appropriate behaviors.
  • Supervises and manages employees. Manages all daytoday operations. Understands employee positions well enough to perform duties in employees' absence.
  • Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
  • Ensures recognition of employees is taking place across areas of responsibility.
  • Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
  • Celebrates successes and publicly recognizes the contributions of team members.

Maintaining Guest Services and Front Desk Goals

  • Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
  • Manages daytoday operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
  • Develops specific goals and plans to prioritize, organize, and accomplish your work.
  • Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
  • Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
  • Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
  • Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
  • Manages department controllable expenses to achieve or exceed budgeted goals.

Managing Projects and Policies

  • Ensures compliance with all Front Office policies, standards and procedures.
  • Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

Ensuring Exceptional Customer Service

  • Provides services that are above and beyond for customer satisfaction and retention.
  • Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
  • Supervises and managing employees. Managing all daytoday operations. Understanding employee positions well enough to perform duties in employees' absence.
  • Acts as the "Service Champion" for the Front Office and creates a positive atmosphere for guest relations.
  • Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
  • Strives to improve service performance.
  • Empowers employees to provide excellent customer service.
  • Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest expe

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