Front Office Manager

3 weeks ago

Halifax, Canada Digby Pines Golf Resort and Spa Full time

**POSITION IS LOCATED IN DIGBY, NOVA SCOTIA**
- We are looking for an experienced Front Office Manager, who has a passion for guest’s services and leading a team of professionals. Position is responsible for Guest Services and Revenue Management_

We are committed to delivering an unsurpassed level of customer service to every guest, every time. We will take advantage of every opportunity to anticipate out guests’ needs, ensuring a proactive approach to the provision of excellent service.

Major areas of responsibility include, but are not limited to the following:
**Front Office**
- Rationalize labour standards and operating expenses to allow for efficiency of the operation while maintaining acceptable service standard levels.
- Endeavor continuously to maximize hotel occupancy, total revenue, and average transient rate.
- Emphasize the Front Office Up-sell program to all staff; ensure Guests are offered the up-sell option on arrival.
- Ensure work schedules are prepared for effective staffing and the efficient operation of Front Office areas.
- Assess guest complaints/problems taking proper, prompt, and effective corrective action to ensure the best possible satisfaction to our guests.
- Ensure the proper handling, blocking, greeting and/or escorting of all VIP and Special Attention guests.
- Ensure rooms are inspected, keys are in packets, and all needs are met prior to their arrival.
- Review all group contracts and resumes to ensure all special requests, billing requirements, parking arrangements, and VIPs are handled properly by all Front Office personnel. Ensure all staff is aware of their special duties for a particular group.
- Maintain a close working relationship with the Sales, Accounting, Security, and housekeeping departments.
- Oversee handling of special room requests, special accommodations and requests, billing, charging authority, etc.

Revenue
- Oversee revenue management and distribution strategy of the hotel and manage day-to-day yield operations.
- Analyze overall monthly hotel performance and provide a summary report with recommendations to improve long-term strategies.
- Daily pick-up analysis, strategy adjustments and reporting.
- Perform competitive benchmark studies and follow market trends.
- Create and maintain a 13-month rolling demand calendar.
- Create and develop pricing strategies in conjunction with the individuality of each hotel.
- Provide a weekly dynamic forecast of expected results, variances, and budget comparisons.
- Manage and oversee strategy for all 3rd party distribution.
- Responsible for assessing, analysing, and pricing group business strategies.
- Ensure all related systems are configured correctly, validated, and working to full capacity.
- Oversee and audit the standards and operations of the reservations department.
- Ensure web site booking process is maintained up-to-date and functional.
- Ensure hotel personnel is fully competent in the use of all systems.
- Work in liaison with hotel sales and reservations departments as a team.
- Regularly check the input and the quality of data (segmentation, denials tracking, etc. ) points.
- Responsible for best practice standards to include competitor analysis; environmental scanning; market modelling; distribution yield management; business mix yield management; length of stay yield management; inventory availability by channel; pricing control and new pricing concepts.
- Evaluate the performance of distribution partners and contracted rates (OTA, FIT, tour operator, corporate, etc.).
- Reduce the cost of distribution by finding new less expensive means of delivering business.
- Prepare an outline for and support the annual revenue budget process.

**QUALIFICATIONS**:

- **EDUCATION**: Hospitality Tourism Degree or Business Degree

**KNOWLEDGE/SKILLS/ABILITIES**:

- Exceptional analytical skills including the ability to develop insights and draw conclusions beyond what is readily apparent.
- Ability to effectively interact with various levels of staff at varying levels of the organization and across cultures with strong executive presence.
- Strong interest in leveraging technology, tools, and process improvements to develop innovative solutions and drive continuous improvement.
- Ability to work independently and collaborate as part of a team in a fast pace, rapid change environment.
- Ability to understand data to extrapolate patterns to enhance revenue insights.
- Excellent written, verbal communication and interpersonal skills; credibility with peers and management.
- Situated in the scallop capital of the World, Digby Nova Scotia, our iconic resort offers a competitive wage, benefit program and resort benefits including golf, spa and much more.

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