Front Office Supervisor

3 weeks ago

Whitby, Canada Quality Suites Full time

We are seeking an experienced and dynamic Front Office Manager to oversee all aspects of the department, including operations, planning, budgeting, staffing, and payroll, in accordance with hotel policies and procedures. As the Front Office Manager, you will be responsible for providing leadership and support to all members of the Front Office team while ensuring compliance with brand and company standards in all areas supervised.

**Responsibilities**:

- Direct and control the activities of the Front Office and Guest Activities departments, ensuring adherence to brand and company standards, policies, and procedures
- Select, hire, and train qualified personnel in all areas of responsibility while keeping them well informed of department objectives and policies
- Maintain grooming and uniform standards to ensure the proper image is being maintained by all team members
- Participate in the development of short-term and long-term financial and operational plans for the hotel that support the overall objectives of the company
- Assist the General Manager with the execution of marketing, sales, and operational activities to produce results that meet or exceed the hotel’s business plan
- Maintain reservations systems such as Yield Management System and Property Management System
- Monitor the performance of the hotel through verification and analysis of guest satisfaction systems and financial reports, and suggest and implement corrective actions as needed
- Ensure product and service quality standards are maintained by conducting ongoing evaluations and investigating complaints, and suggest and implement corrective actions as needed
- Create an operating environment that assures consistent guest satisfaction and ensures proper handling of guest complaints
- Implement appropriate technology solutions to increase customer service and hotel revenues
- Participate in the preparation of forecasts and work closely with the Front Office team, General Manager, and Sales to maximize occupancy, rate, and revenue while keeping all departments notified of any fluctuations in business levels, special guests, groups, etc.
- Establish and maintain close working relationships with all departments of the hotel to ensure maximum cooperation, guest service, morale, and productivity
- Develop relationships with clients, return guests, group contacts, etc. to provide maximum personalized guest service
- Develop best practices for improvements in overall operations with an emphasis on increasing guest satisfaction, revenues, and cost reduction
- Monitor and analyze the Front Office payroll to ensure maximum hotel effectiveness towards guest services while realizing full profit potential
- Display a high degree of professionalism and integrity at all times
- Respond properly and take a supervisory role in any hotel emergency or safety situation and ensure proper control and communication of the emergency procedures to the Rooms department
- Understand government regulations affecting hotel operations, ensuring the hotel is operated in compliance with all applicable laws, ordinances, regulations, and requirements of any federal, provincial or municipal authority
- Ensure good safety practices of employees and guests and assist in the maintenance of proper emergency and security procedures
- Assist any guest or potential guest in a prompt, courteous, friendly, and helpful manner at all times
- Fulfill Manager On Duty Shifts as well as Breakfast/Lobby Ambassador Shifts
- Maintain correct procedures for hotel accounting, credit control, and handling of financial transactions while directly responsible for championing Accounts Receivable function
- Support and assist the General Manager with duties and responsibilities in times of absence

Qualifications:

- 2+ years experience in a similar supervisory/leadership role
- Excellent verbal and written communication skills
- Accuracy and attention to detail
- Strong interpersonal and problem-solving abilities
- Service focused personality with the ability to lead by example
- Computer-savvy with experience using property management systems
- Well-organized self-starter with a results-oriented mindset and the ability to be flexible and work well under pressure
- A degree or diploma in Hospitality Management is an asset
- Night Audit experience is an asset
- Must be available to work days, evenings, weekends, and holidays.

**Job Types**: Full-time, Permanent

**Salary**: $19.00-$21.00 per hour

**Benefits**:

- Flexible schedule
- On-site parking

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Monday to Friday
- Morning shift
- Night shift
- On call
- Overtime
- Weekend availability

Ability to commute/relocate:

- Whitby, ON: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 1 year (preferred)

Work Location: One location

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