Front Office Manager

1 week ago

Toronto, Canada Chelsea Hotel Full time

Job Summary

**MyGuest**
***
- Ensure the prompt follow-up and any resolution of any guest concern.
Monitor guest satisfaction scores by reviewing comment card results.
Ensure VIP protocols are followed.
Respond to any emergency calls as needed, including fire/medical emergencies.
Ensure updated policies are in effect to meet the needs of guests with disabilities.

**MyProduct**
***
- Smoothly and efficiently manage the daily operations of the Front Office for Canada’s largest hotel while maximizing guest and colleague engagement scores and GOP.
Creating a strong environment in-line with the Chelsea VALUES.
Arrange a communication meeting at least bi-monthly.
Enforce health and safety guidelines are followed.
Know and understand Chelsea Hotels standards.
Comply with Hotel policies and procedures.

**MyColleage**
- Continuously develop the Assistant Front Office Managers to ensure they are comfortable in the operation of the Front Office.
Ensure annual performance reviews of all front office colleagues are completed in a timely manner.
Provide effective feedback to all colleagues through coaching, recognition and corrective action.

- Liaise between housekeeping, maintenance, reservations and revenue departments to ensure all available rooms are available to be sold and that they are filled to maximizing revenue. Create a walk strategy if needed.

**MyChelsea**
***
- Ensure Front Desk, 1865, Airline and Tour Desks; are appropriately staffed in accordance with Hotel occupancy and guest demand.
Monthly succession planning meetings with Assistant Front Office Managers.
Review front office processes in order to assess and improve guest service levels.
Ensure procedures in place to meet requirements of the AODA.
Liaise with accounts receivable to ensure all billing issues are quickly resolved and that all colleagues are billing correctly.
Attend weekly revenue meetings.
Ensure the entire front office team follows the appropriate accounting policies and follow-up as necessary.
Requirement
- A minimum of 2-years experience as a Front Office Manager in a major Hotel.
- A minimum of 5 years experience in the hospitality/hotel industry.
- **_Knowledge_**
**_ _**
Strong knowledge of hotel operations.
- Proficiency in PMS such as OPERA.
- Full knowledge of Microsoft Office products (Word, Excel, PowerPoint).
- **_Education _**
Post secondary education is an asset.
- **_Soft Skills_**
**_ _**
Proven leadership and staff development.
- Excellent interpersonal and communication skills, both written and verbal.
- Excel in a fast pace and challenging team-oriented environment.
- Strong organizational and time management skills.
- Flexible with hours, days off, assignments and additional duties.
- **_Language_**
**_ _**
Excellent verbal and written skills.
- **_Physical Requirements_**
**_ _**
Ability to sit and/or stand for extended periods.
- Ability to work a variety of shifts.
- Ability to use standard computer equipment.

- Terms of employment
Full time

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