Front Office Manager

4 weeks ago

Old Toronto Ontario, CA Drake Art Full time

Celebrating its 20th anniversary this year, The Drake is a growing Canadian hospitality brand focused on lifestyle hotels, food + drink, and special events. We’re more than a place to sleep, eat + drink; we believe culture and community matter and are committed to an exceptional hospitality experience delivered in our signature style; one that is genuine, personal, memorable and embraces the energy of discovery. We value honesty and spontaneity because that's the stuff of real connection and believe that hospitality is an act of care.

Are you looking for your next career move to the head of the front office department of a hotel? Here is your opportunity to join the iconic Drake Hotel as their Front Office Manager. This job requires most of your time dedicated to the front desk as well as managing all aspects of the front office areas which may include, but is not limited to guest registration, telephone services, concierge services, and guest reservations to ensure guest satisfaction and maximize hotel profitability.

A team player and an effective leader, you understand the importance of a seamlessly integrated Hotel and F+B experience to fulfill and exceed guest expectations and to maintain our best-in-class position locally and internationally, and as such you set an example and foster a climate of cooperation across departments.

Responsibilities
  • Develop and oversee an exceptional Drake Hotel Front Desk team – creating genuinely Drake guest experiences.
  • Manage day-to-day operations and assignments of the front office staff, including Night Audit; schedule, plan, and assign work. Develop and communicate departmental strategies and goals. Communicate and enforce policies and procedures.
  • Ensure all staff is trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions. Work closely with the Housekeeping Supervisor to ensure that room cleanliness standards are upheld.
  • Monitor front office staff to ensure guests receive prompt, professional attention, and personal recognition. Ensure the highest level of guest impact through training, monitoring, and development of the team members. Implement appropriate service recovery guidelines to ensure total guest satisfaction.
  • Motivate staff and establish a productive working environment for the hotel.
  • Promote teamwork and quality service through daily communication and coordination with other departments.
  • Ensure Front Desk team is extremely knowledgeable on Drake Hotel properties, amenities, area attractions, and transportation.
  • Display ‘proactive initiative’ in enhancing team efficiency and pre-emptively addressing errors for future improvements and strategic advantage.
  • Oversee the amenities program, including ordering, sourcing, and setting guidelines.
  • Reconcile OTAs and commissions.
  • Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Develop action plans to correct any deficiencies.
  • Analyze guest satisfaction data and develop and implement plans to achieve established goals related to the brand.
  • Achieve budgeted revenues, control labor costs & expenses, and maximize profitability within all areas of the front office. Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.
  • Assist revenue management with the implementation and execution of programs to ensure that the hotel’s room occupancy and Average Daily Rate objectives are met.
  • Maintain procedures for security of monies, credit and financial transactions, and guest security. Check billing instructions and guest credit for compliance with hotel credit policy.
  • Develop and maintain procedures for monitoring calls to ensure that all calls are answered and recorded according to established scripts and procedures. Coordinate the dispatch of amenities, services, and/or work orders to the appropriate departments and staff.
  • Oversee all guest collateral, including ordering and maintaining inventory (postcards, welcome packets, smile coupons, drink tickets, luggage tags, etc.).
Minimum Requirements
  • Minimum 3 years Front Office/Guest Service experience including management experience, or an equivalent combination of education and experience.
  • Must speak fluent English. Other languages preferred.
  • Demonstrated ability to interact with guests, employees, and third parties that reflects highly on the hotel, the brand, and the Company.
  • Strong leadership skills.
  • Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training.
  • Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
  • Problem-solving, reasoning, motivating, organizational, and training abilities are used often.
  • May be required to work nights, weekends, and/or holidays.
  • Hotel PMS + other hotel systems are an asset.

This job requires the ability to perform the following:

  • Frequently standing up behind the desk and front office areas.
  • Carrying or lifting items weighing up to 50 pounds.

We pride ourselves in providing strong leadership and development opportunities for passionate hospitality professionals who are looking to build rewarding, long-term careers. Drake offers a competitive compensation and benefits package, employee discounts, training + development support and many other unique perks as a part of joining the Drake team.

Drake Hotel Properties is an equal opportunity employer. We are committed to fostering a positive, supportive, and creative environment at Drake Hotel Properties that promotes equity, inclusiveness, and diversity. We welcome job applications from candidates of all backgrounds including, but not limited to, BIPOC (Black, Indigenous, People of Colour); refugees, newcomers and immigrant persons; two-spirit, LGBTQ+ and gender non-binary persons, and persons with disabilities. Please advise us of any accommodations needed to ensure you can access and complete the submissions process.

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