Front Office Manager

2 months ago


Ottawa, Canada AC Marriott Ottawa Full time

RIMAP Hospitality, an innovative hotel management company founded in 2007, has quickly established itself as Montreal’s largest hotel operator, managing internationally recognized brands such as Marriott, Hilton and IHG.

AC Hotels by Marriott celebrates the beauty of classic modern design with a European soul and Spanish roots, inspired by the ambitious spirit of renowned hotelier Antonio Catalan. The brand offers turnkey customization, focussing on the design of rooms and public spaces. With flexible open spaces, focused design, signature moments, and no unnecessary extras, AC Hotels aloe guests to maximize their stay with style and intention.

RIMAP Hospitality proudly opened the first AC Hotels Marriott in Canada with the AC Hotels Marriott MONTREAL DOWNTOWN. Following this success, RIMAP is set to open its second AC Hotels by Marriott in Ottawa Downtown in 2024.

**GENERAL SUMMARY**:
The Front Office Manager is responsible for ensuring the smooth, efficient, and personalized operation of the guest experience at the front desk. This role involves supervising the front desk team to consistently deliver exceptional guest satisfaction while assisting in the management of operations across key areas of the rooms department, including Pool, Maintenance, and Housekeeping. The Front Office Manager plays a key role in enhancing both guest and associate engagement, as well as driving the department's financial performance. Additionally, the position involves monitoring compliance with brand standards and procedures, leading a specific team, and supporting the achievement of property-wide objectives.

**Education and Experience**
- High school diploma or Certificate in Hospitality Management; 3 years’ experience in the guest services, front desk, housekeeping, or related professional area.

OR
- 2-year degree from an accredited university or college in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years’ experience in the guest services, front desk, housekeeping, or related professional area.

Preferred:

- Front office experience in limited or full-service property with major hotel brand (Marriott / Hilton / Accor / IHG / Hyatt)
- Excellent knowledge and understanding of all Front Desk policies and procedures
- Ability and willingness to work flexible hours including weekends, holidays, and late nights
- Capability to communicate and write in both English and French
- Excellent interpersonal and communication skills, with a passion for guest satisfaction
- Experience in pre-opening and hotel opening (an asset)
- Knowledge of FOSSE/LIGHTSPEED, Marriott GXP, Employeur D, Adaco, Microsoft Office Suite (an asset)
- Problem solving aptitude

**ESSENTIAL FUNCTIONS AND RESPONSIBILITIES**:

- Ensure that the Front Office standards of service are always upheld and meet/exceed the GSS scores.
- Ensure a consistent guest satisfaction and overall personalized experience at the hotel.
- Lead by example: Provide inspired service and personalized hospitality toward all customers.
- Ensure good communication between the departments.
- Strictly follow bank-out procedures and cash handling procedures.
- Train and develop associates to the highest possible extent. Ensure that daily training is provided for technical, hospitality, communication, management, and organizational skills.
- Ensure that recognition programs for both guest and associates are in place and performing.
- Use personalized service principles to make decisions leading towards total customer satisfaction.
- Communicate with front office management about daily audits and controls, so all are informed about proper procedures.
- Initiate additional tasks to improve existing procedures and guest satisfaction.
- Resolve system problems and be able to operate the system manually. Need to be able to assist the staff through down time.
- Initiate monthly meetings in the department. Attend associate meetings and operations meetings.
- Be highly visible during peak times and extraordinary events.
- Be informed about daily operations and events.
- Know all frequent customers and be familiar with their special requests. Ensure that their needs are met.
- Conduct audit and controls on a regular basis. Communicate with Accounting in case of irregularities. Coach and counsel associates whenever appropriate.
- Manages and oversees the AC Market operations, ensuring smooth and efficient functioning.
- Ensure that all associates are adhering to hotel policies, standards, procedures and regulations.
- Be knowledgeable about all emergency plans and know how to act upon them.
- Report on any unusual occurrences immediately to the General Manager.
- Maintain safety by adhering to safest policies, being responsible for reporting all accidents immediately. Support all safety programs. Ensure proper safety instructions are given before operating any equipment.
- Verifies that goals shared with the team as they relate to guest tracking a


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