Front Office Manager

6 months ago

Victoria, Canada Quality inn, Downtown Victoria Full time

Quality Inn Downtown is looking for positive and energetic individuals to join the Front Desk team in the role of Front Office Manger. Exceptional administrative and customer service skills required for this role.

Reporting to the General Manager, the Front Office Manager ensures an efficient operation of the front desk and that a high quality of service is being delivered by all front desk team members. In the absence of the GM, the FMO represents the senior management team in problem solving, coping with emergency situations, and always ensuring guest satisfaction. The FOM takes a proactive management approach in constantly monitoring the product to prevent potential complaints.
As FOM it is also your responsibility that all front desk staff look professional, well -groomed and tidy in appearance.

**Responsibilities**:

- Responsible for the day to day operations of the front office and overall supervision of all front office team members.
- Ensure all Union rules and regulations are observed in assigning and distributing hours to staff, and in all operational processes.
- Lead, motivate, train and monitor performance of team members. Continuously strive for an engaged, enthusiastic, high performing team by enabling all team members to realize their full poterntial. Forster and encourage an environment of proactively anticipating and exceeding guest expectations.
- Responsible for providing timely feedback and performance reviews of Guest Services Agents.
- Monitor and encourage upsell initiatives.
- Maintain effective training programs for front office team members, using Choice Hotel Standards for training. Identify areas of training for specific team members on a monthly basis.
- Act as communication link between Front Office and HK & Maintenance.
- Inspect rooms where and when possible and use a follow up approach to deficiencies, ensuring that the items identified in the inspections are addressed.
- Ensure consistent delivery of benefits of Choice Privilege memebres by monitoring room assignments, recognition, etc.
- Continually monitor and evaluate the public areas of the hotel.
- Process semi-monthly payroll ensuring the submission is correct and within the required timeframe.
- Respond to catering inquiries and book function space as required.
- Ensure A/R is sent out in a timely fashion and delinquent payments are investigated.
- Respond to group rate inquiries.
- Enter group room listes and create group resume for front desk reference.
- Perform collateral duties assigned by the GM in a timely manner.
- Support and inform the GM on matters pertaining to the operation or developments of the Front Office and Hotel in general.
- Control expenses in the Front Office operation. Recommend expense saving measures in other areas of the hotel to the GM where possible.
- Respond to Choice Hotels and Safety is actively practiced in the department.
- Be alert on Hotel Security, guest safety and security and ensure all guest services agents are familiar with fire emergency safety procedures.

**Requirements**:

- Strong administrative skills.
- Hotel experience.
- Bookkeeping experience is an asset.
- Willingness to learn.
- Excellent Customer service.
- Well spoken.
- Work well under pressure.
- "Choice" Hotel experience is an asset.

Pay: $48,000.00-$58,000.00 per year

**Benefits**:

- Dental care
- Disability insurance
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
- Vision care

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Every Weekend
- Holidays
- Monday to Friday
- On call
- Overtime

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Victoria, BC: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 4 years (preferred)
- Hotel: 2 years (preferred)
- Managements: 1 year (preferred)
- Choice Hotels: 1 year (preferred)

Work Location: In person

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