Front Office Manager

4 weeks ago

Ottawa, Canada Marriott Ottawa Full time

**FRONT OFFICE MANAGER (FOM)**

**Reports To**:Director of Room Operations

**BE PART OF OTTAWA’S TOP HOSPITALITY TEAM**

**What’s in it for you?**
- Competitive wages & benefits
- Position is bonus eligible
- Marriott’s discount program for 8500+ hotels & restaurants
- Free-duty meals and beverages as well as food and beverage discounts
- Rewards and recognition
- Marriott’s world-class learning & development opportunities
- Positive respectful culture
- Our commitment to career growth opportunities

Wherever you want to go, whoever you want to be, you deserve a career that fulfills your purpose. You deserve to dream without limits. Be a part of something bigger than yourself. Belong to a community where you are included. Be inspired by what’s possible and discover your future. Be challenged, grow, and achieve your ambition. **Begin** your purpose, **belong** to a community, and **become** the best version of yourself.

Located one block south of Parliament in the heart of the Nation’s Capital, Marriott Ottawa has been a long-time icon of hospitality for our guests. With 489 guestrooms, 36000 sqft of event space, a 26th-floor concierge lounge, SPIN Kitchen & Bar, and a Starbucks, and crowned by our rotating rooftop summit venue, we are the tallest hotel in the city and second-largest hotel overall.

Marriott Ottawa is preparing to begin a transformative, full renovation of all guestrooms, meeting and event space as well as all public areas, commencing mid-2024, positioning the hotel to continue its storied legacy of hospitality excellence.

**You’re a great fit if**:

- Flourish in a fast-paced environment with multiple priorities.
- Can see the big picture and act proactively with a solution-focused mindset.
- Are Caring
- Are a Storyteller
- Are Extraordinary
- Are Open Minded
- Demonstrate Wonderful Hospitality. Always.

**Leading Guest Services Team**
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Serves as a role model to demonstrate appropriate behaviors.
- Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
- Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
- Ensures recognition of employees is taking place across areas of responsibility.
- Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
- Celebrates successes and publicly recognizes the contributions of team members.

**Maintaining Guest Services and Front Desk Goals**
- Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
- Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
- Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
- Manages department controllable expenses to achieve or exceed budgeted goals.

**Managing Projects and Policies**
- Ensures compliance with all Front Office policies, standards and procedures.
- Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

**Ensuring Exceptional Customer Service**
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
- Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations.
- Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
- Strives to improve service performance.
- Empowers employees to provide excellent customer service.
- Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest expe

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