Front Office Manager

2 days ago

Gravenhurst, Ontario, Canada Marriott International Full time
Job Number
Job Category Rooms & Guest Services Operations
Location Residence Inn Gravenhurst Muskoka Wharf, 285 Steamship Bay Road, Gravenhurst, ONT, Canada VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

JOB SUMMARY
Responsible for all front office functions and staff. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop, as applicable.

As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures.

Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

CANDIDATE PROFILE

Education and Experience

  • High school diploma or GED; 4 years experience in the guest services, front desk, or related professional area.
OR

  • 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 2 years experience in the guest services, front desk, or related professional area.

CORE WORK ACTIVITIES

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 day-to-day 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 day-to-day 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 day-to-day 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 experience.
  • Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
  • Responds to and handles guest problems and complaints.
  • Observes service behaviors of employees and provides feedback to individuals and/or managers.

Managing and Conducting Human Resource Activities

  • Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
  • Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
  • Establishes challenging, realistic and obtainable goals to guide operation and performance.
  • Solicits employee feedback, utilizes an "open door" policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
  • Ensures employees are treated fairly and equitably.
  • Manages employee progressive discipline procedures for Front Office Staff.
  • Administers the performance appraisal process for direct report managers.
  • Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.

Additional Responsibilities

  • Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
  • Analyzes information and evaluating results to choose the best solution and solve problems.
  • Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
  • Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.
The salary range for this position is $54,000 to $68,000 annually.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture.

We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.


Notification to Applicants:

Residence Inn Gravenhurst Muskoka Wharf takes seriously its obligations under provincial human rights and accessibility legislation (such as the Accessibility for Ontarians with Disabilities Act, 2005, the Accessibility for Manitobans Act, and Nova Scotia Accessibility Act).

We are happy to provide accommodations to job applicants needing assistance.

If you require an accommodation in relation to this job posting, our online application or an interview, please call or email and a member of our Human Resources team will respond to your request.

Please note that this phone number and email are only for those individuals who would like to request an accessibility accommodation as part of the recruiting process.

Residence Inn by Marriott helps guests thrive while on long stays so they can perform at their best.

Spacious suites with full kitchens offer the comforts of the modern home, while associates provide service with a human touch to business and leisure travelers alike.

Working at Residence Inn, you will build relationships grounded in teamwork and experience the legendary Residence Inn service culture which focuses on delivering against the unique needs of long stay guests.

In joining Residence Inn, you join a portfolio of brands with Marriott International.

Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

  • Front Office Manager

    3 days ago

    Gravenhurst, Ontario, Canada Residence Inn Gravenhurst Muskoka Wharf Full time

    Job Number Job Category Rooms & Guest Services OperationsLocation Residence Inn Gravenhurst Muskoka Wharf, 285 Steamship Bay Road, Gravenhurst, ONT, Canada VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Management JOB SUMMARY Responsible for all front office functions and staff. Areas of responsibility include Bell Staff,...

  • Front Desk Agent

    2 weeks ago

    Gravenhurst, Ontario, Canada Muskoka Bay Resort Full time

    Muskoka Bay Resort - located in Gravenhurst, OntarioMuskoka Bay Resort redefines what it means to play and stay; to relax and live. Our resorts feature spectacular views year-round through every season. This magnificent, immersive experience is rooted in preservation and care. The pillar behind the country's most picturesque area is our passion — Our...

  • Front Desk

    1 week ago

    Gravenhurst, Ontario, Canada Mobilize Connect Full time

    Are you a customer service hero looking for your next adventure? The front desk and night audit role represents the hotel to the guest throughout all stages of the guest's stay. Works closely with the housekeeping department in the keeping room status reports up to date and coordinates requests for maintenance and repair work. Maintains guest room key...

  • Front Desk Agent

    2 weeks ago

    Gravenhurst, Ontario, Canada Great Gulf Full time

    1209 Muskoka Beach Rd, Gravenhurst, ON P1P 1R1, Canada Req #254Friday, August 18, 2023Come work & play in beautiful Muskoka Taboo Muskoka is a privately owned Resort and Golf Operation whose mandate is to 'Create happiness by offering incredible Muskoka experiences to our guests and team.'' Taboo Muskoka is hiring Front Desk Agents Do you love meeting new...

  • Office Manager

    2 weeks ago

    Gravenhurst, Ontario, Canada MATCHLESS ADVENTURES INC. Full time

    Education: College/CEGEP Experience: 1 year to less than 2 yearsTasks: Review, evaluate and implement new administrative procedures Delegate work to office support staff Establish work priorities and ensure procedures are followed and deadlines are met Carry out administrative activities of establishment Administer policies and procedures related to the...

  • Operations Manager

    2 weeks ago

    Gravenhurst, Ontario, Canada Marriott International Full time

    JOB SUMMARY Responsible for assisting in successfully executing all operations in the hotel Operations departments (may include Front Office, Business Center, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary and Engineering/Maintenance) and managing staff. Strives to continually improve guest and employee satisfaction and maximize the...

  • General Manager

    2 weeks ago

    Gravenhurst, Ontario, Canada Marriott International Full time

    Job Number Job Category Property LeadershipLocation Residence Inn Gravenhurst Muskoka Wharf, 285 Steamship Bay Road, Gravenhurst, ONT, Canada VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type ManagementJOB SUMMARY Bonus EligibleFunctions as the primary strategic business leader of the property with responsibility for all aspects of...

  • Taboo Front Desk Agent

    2 weeks ago

    Gravenhurst, Ontario, Canada Great Gulf Group & Taboo Muskoka Full time

    Come work & play in beautiful Muskoka Taboo Muskoka is a privately owned Resort and Golf Operation whose mandate is to 'Create happiness by offering incredible Muskoka experiences to our guests and team.''Taboo Muskoka is hiring Front Desk Agents Do you love meeting new people and not only know what it means to meet customer expectations, you 'exceed them'...

  • Operations Manager

    1 month ago

    Gravenhurst, Ontario, Canada Residence Inn Gravenhurst Muskoka Wharf Full time

    Job Number Job Category Rooms & Guest Services OperationsLocation Residence Inn Gravenhurst Muskoka Wharf, 285 Steamship Bay Road, Gravenhurst, ONT, Canada VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Management JOB SUMMARY Responsible for assisting in successfully executing all operations in the hotel Operations departments...

  • Operations Manager

    4 weeks ago

    Gravenhurst, Ontario, Canada Residence Inn Gravenhurst Muskoka Wharf Full time

    Job Number Job Category Rooms & Guest Services OperationsLocation Residence Inn Gravenhurst Muskoka Wharf, 285 Steamship Bay Road, Gravenhurst, ONT, Canada VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Management JOB SUMMARY Responsible for assisting in successfully executing all operations in the hotel Operations departments...

  • Operations Manager

    1 month ago

    Gravenhurst, Ontario, Canada Residence Inn by Marriott Gravenhurst Muskoka Wharf Full time

    Job Number Job Category Rooms & Guest Services OperationsLocation Residence Inn Gravenhurst Muskoka Wharf, 285 Steamship Bay Road, Gravenhurst, ONT, Canada VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type ManagementJob SummaryResponsible for assisting in successfully executing all operations in the hotel Operations departments (may...

  • Operations Manager

    4 weeks ago

    Gravenhurst, Ontario, Canada Residence Inn by Marriott Gravenhurst Muskoka Wharf Full time

    Job Number Job Category Rooms & Guest Services OperationsLocation Residence Inn Gravenhurst Muskoka Wharf, 285 Steamship Bay Road, Gravenhurst, ONT, Canada VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type ManagementJob SummaryResponsible for assisting in successfully executing all operations in the hotel Operations departments (may...

  • Operations Manager

    2 weeks ago

    Gravenhurst, Ontario, Canada EightSix Network Inc Full time $58,000 - $81,000

    Job Number Job Category Rooms & Guest Services Operations Location Residence Inn Gravenhurst Muskoka Wharf, 285 Steamship Bay Road, Gravenhurst, ONT, Canada VIEW ON MAP Schedule Full-Time Located Remotely? N Relocation? N Position Type Management JOB SUMMARY Responsible for assisting in successfully executing all operations in the hotel...

  • Assistant General Manager

    2 weeks ago

    Gravenhurst, Ontario, Canada Marriott Full time $64,000 - $79,000

    Rooms & Guest Services Operations Full-Time Located Remotely?Relocation?Management JOB SUMMARY Responsible for supporting all aspects of the operation including guest and employee satisfaction, human resources, financial performance, sales and revenue generation and delivering a return on investment. Assists the General Manager in leading the team in the...

  • Operations Manager

    2 weeks ago

    Gravenhurst, Ontario, Canada Marriott International, Inc. Full time $58,000 - $81,000

    Job NumberJob Category Rooms & Guest Services OperationsLocation Residence Inn Gravenhurst Muskoka Wharf, 285 Steamship Bay Road, Gravenhurst, ONT, Canada VIEW ON MAPSchedule Full-TimeLocated Remotely? NoRelocation? NoPosition Type ManagementJOB SUMMARYResponsible for supporting the successful execution of all operations in the hotel Operations departments...

  • Assistant General Manager

    2 weeks ago

    Gravenhurst, Ontario, Canada Marriott International Full time

    JOB SUMMARY Responsible for supporting all aspects of the operation including guest and employee satisfaction, human resources, financial performance, sales and revenue generation and delivering a return on investment. Assists the General Manager in leading the team in the development and implementation of property-wide strategies. Verifies the...

  • Assistant General Manager

    4 weeks ago

    Gravenhurst, Ontario, Canada Residence Inn Gravenhurst Muskoka Wharf Full time

    Job Number Job Category Rooms & Guest Services OperationsLocation Residence Inn Gravenhurst Muskoka Wharf, 285 Steamship Bay Road, Gravenhurst, ONT, Canada VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Management JOB SUMMARY Responsible for supporting all aspects of the operation including guest and employee satisfaction, human...

  • Assistant General Manager

    2 weeks ago

    Gravenhurst, Ontario, Canada Marriott International, Inc Full time

    Job Number Job Category Rooms & Guest Services OperationsLocation Residence Inn Gravenhurst Muskoka Wharf, 285 Steamship Bay Road, Gravenhurst, ONT, Canada VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type ManagementJOB SUMMARYResponsible for supporting all aspects of the operation including guest and employee satisfaction, human...

  • Parole Officer

    2 weeks ago

    Gravenhurst, Ontario, Canada Correctional Service Canada Full time

    Correctional Service CanadaGravenhurst (Ontario)WP-0- Parole OfficerThis is an opportunity for permanent and temporary employment.$69,294 to $91,732 (plus an annual specific duty allowance of $2000. Salary is currently under review, pending the implementation of the new collective agreement.)For further information on the organization, please visit...

  • Assistant General Manager

    2 weeks ago

    Gravenhurst, Ontario, Canada EightSix Network Full time

    Job Description Job Number Job Category Rooms & Guest Services Operations Location Residence Inn Gravenhurst Muskoka Wharf, Steamship Bay Road, Gravenhurst, ONT, Canada VIEW ON MAP Schedule Full-Time Located Remotely? N Relocation? N Position Type Management JOB SUMMARY Responsible for supporting all aspects of the operation including guest...