Front Office Manager

3 weeks ago

Nepean, Canada Holiday Inn Express & Suites Ottawa West Full time

**ONLY CANADIAN RESIDENTS CONSIDERED**

As **Front Office Manager** you’ll lead the front office department to ensure a memorable guest experience is delivered and departmental revenue and profit goals are met - always following safety and compliance requirements and local policies and procedures.

**Job description**

Front Desk Manager (FOM)

**Reporting to**:General Manager (GM)

**RESPONSIBILITIES**:
In addition to performing the duties of all front office and reservations employees at a standard benchmark level, the Front Desk Manager is responsible, but not limited, to:

- Coordinate managing the Front Desk & Night Audit for a smooth operation and the highest level of guest satisfaction.
- Maximize room revenue through supporting revenue-management strategies set forth by management.
- Effectively maximize inventory levels during high occupancy/sold out nights
- Review arrival reports including regular guests as well as VIPs to ensure all special requirements are met or exceeded.
- Inquire for guest satisfaction feedback to ensure brand scores are being met or exceeded.
- Be a resource to other departments and act as a Manager on Duty should there be an emergency.
- Support other departments including Breakfast Bar, Housekeeping, Maintenance, etc. as required.
- Be the in-house liaison to the off-site Regional Sales Team.
- Interact with guests to resolve complaints as well as to build relationships with guests.
- Monitor all cash floats and report any discrepancies for immediate action.
- Monitor Front Desk performances by ensuring compliance to Brand Standard procedures and policies set in place.
- Know emergency procedures and crisis management, including fire and emergency procedures, procedures for handling of fire panel. Train all employees to follow these procedures and prioritize guest safety. Promote a safe working environment
- Support the GM to achieve effective staff planning, hiring, scheduling and adhering to budgeted parameters.
- Support and execute with disciplinary actions when required.
- Implement processes and procedures when needed and see fit.
- Assist in the development, implementation and maintenance of service standards and of new incentives to motivate employees and maximize hotel revenue.
- Assist in onboarding trainings and ensure it is kept up-to-date.
- Be knowledgeable and well informed of new brand standards and implementation for compliance.
- Foster a positive work environment that allows employees to achieve job fulfillment and encourage career development.
- Engage in coaching and mentoring of all front office employees (Front Desk & Night Audit).
- Contribute to the development of a strong team through active involvement in daily operations and through the development of a continually evolving workforce.
- Serve as the Manager on Duty on weekends where critical decision making is expected to be made.

**SKILLS, ABILITIES AND QUALIFICATIONS**
- Hospitality diploma / degree or equivalent experience.
- Previous Front Office and supervisory experience.
- Problem solving skills, as well as the ability to work quickly in a fast-paced environment and multi-task.
- Assertive, professional with proven ability to motivate, develop and lead in a team.
- Excellent interpersonal & communication skills, outgoing, friendly, persuasive personality.
- Excellent organizational and time management skills, with the ability to set priorities for self and others.
- High work standards & sets high standards of performance for others.
- Computer literate with knowledge of Word, Excel, Outlook and Opera are an asset.
- Knowledge of the city, its tourist attractions and major routes.
- A valid driver’s license with a clean record.
- Excellent English and French language skills, both oral and written.
- Flexible schedule with availability on evenings and weekends is a must. And overnights as required.

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

**Salary**: From $23.00 per hour

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- On-site parking
- Vision care

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Morning shift
- Night shift
- Weekend availability

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Nepean, ON K2H 5Y9: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Supervising: 3 years (preferred)

Work Location: In person

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