Front Office Manager

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Front Office Manager at the Courtyard by Marriott, in Nanaimo, BCEssential Job Duties and ResponsibilitiesThis individual is responsible for the front office operations and respective staff. The Manager is responsible for lodging operations, reconciling lodging inventory issues that arise and resolving lodging type conflicts, coaching and counseling staff, managing guests’ requests and preferences, and assisting front-line staff in delivering service and culture that is consistent and continually in accordance with Brand standards and Hotel Equities.Ensure consistent, superior customer service when greeting and registering guests.Manage Front Office schedules and ensure appropriate personnel for occupancy forecasts.Assist in interviewing, hiring, and training front desk agents to ensure they meet Hotel Equities’ service standards.Provide support and step in as needed so that the Front Desk staff can quickly and effectively respond to guest requests and issues.Ensure that Front Desk Associates understand and anticipate guests’ expectations.Empower associates to satisfy guests and make decisions.Be a responsible leader and trainer for the front desk team, ensuring they are mentored, supported and empowered to always provide the highest quality of service.Model desired behavior.Resolve customer problems, such as discounts, adjustments to bills, or complimentary rooms to compensate for any inconvenience as directed. Find root causes and work to implement better processes.Personally assist Front Desk Associates during peak times, breaks, tardiness, and absences.Review all incoming reservations, pre-block rooms with special requests when necessary, and coordinate special requests with appropriate staff members.Ensure that the following Front Desk areas of responsibility are handled properly, with thoroughness, accuracy, and efficiency in a friendly environment:Phones/SwitchboardCheck-ins/Check-outsReservationsEnsure messages, wake-up calls, mail, and faxes are handled properlyRelay safety guidelines to customers (in-room safes, safety deposit box, etc.)Review customer satisfaction and direct customer contact. Answer guest comments through numerous booking websitesAct as Manager on Duty for the first line of support for services needed during daily operationsEnsure all guest opportunities are followed up quickly, efficiently, and courteously, and completed to the satisfaction of the guest and that service obstacles are identified and resolvedReview daily front office reportsImprove and delegate tasks to promote the overall success of the departmentReview front desk posting journals at the end of their shifts to ensure proper postingEnforce all cash-handling, check, and credit processes and policiesMaintain master key control and key management systemVerify that accurate room status information is maintained and properly communicatedAssist with team meetings as well as meeting regularly with the team to discover any issues and provide resolutionAttend staff and management meetings as needed and requestedProperly handle and account for keysBe knowledgeable of policies regarding emergency procedures and security concernsEnsure the protection of guests’ room numbersAdhere to all work rules, procedures, and policies established by the company, including, but not limited to, those contained in the associate handbook. Implement and maintain superior guest serviceand culture, which serves as a guide to desk agentsOther duties as assigned by managementRequired Skills / AbilitiesLeadership SkillsConsistently communicate performance and standards to staffBuild teamworkMay conduct monthly departmental meetingsMaintain a cooperative and positive work environmentBe reliable and honestTreat all associates with fairness, impartiality, and consistencyAdhere to all work rules, procedures, and policies established by the company, including but not limited to those contained in the associate handbookWork schedule necessary to supervise department, including evenings, weekends, and holidaysTeamwork SkillsBe an enthusiastic, helpful, and positive member of the team.Maintain professionalism, responsibility, and maturity in conduct and behavior.Be understanding, encouraging, and friendly with all co-workers.Be self-motivated and use time wisely.Maintain an open line of communication with each department.Communicate pertinent information effectively.Respond positively to new ideas.Openly accept critical/developmental feedback.Participate in the Manager on Duty program.Maintain effective communication through meetings, log books, and bulletins.Be available to help other departments in emergencies.Specific Skills and AbilitiesMust be able to speak, read, write, and understand the primary language(s) used in the workplace.Must be able to read and write to facilitate the communication process.Requires good communication skills, both verbal and written.Must possess basic computational ability.Must possess basic computer skills.Extensive knowledge of the hotel, its services, and facilities; General knowledge of the city where the hotel is located and its attractionsEducation / ExperienceHigh School or equivalent education required.Two years of hotel front desk experience is required; supervisory experience is strongly preferredAmazing Benefits At A GlanceSalary range: $50,000 - 52,000Team Driven and Values Based CultureMedical/Dental/VisionVacation & Holiday PaySame-day pay availableEmployee Assistance ProgramCareer Growth Opportunities/ Manager Training ProgramReduced Room Rates throughout the portfolioThird Party Perks (Movie Tickets, Attractions, Other)RRSP with company matchEmployee discountLife insuranceParental leaveReferral program #J-18808-Ljbffr