Front Office Manager

5 months ago


Ottawa, Canada Holiday Inn & Suites Kanata Full time

We are on the hunt for a passionate, driven, and caring individual to become a part of our award-winning team. The Front Office Manager plays a fundamental roll in the success of the hotel and must be dedicated to delivering a memorable guest experience.

Surrounded by Ottawa’s Technology hub and minutes from the Canadian Tire Centre - home to the NHL Ottawa Senators Club and world class concerts, Holiday Inn & Suites Kanata has long been the premier choice for Kanata’s business and leisure community alike. A recently renovated full-service hotel boasting a blend of room types including suites; indoor pool and fitness area, we also feature 5000 square feet of flexible meeting and event space.

**THE ROLE**:
The Front Office Manager position is generally responsible for managing and coordinating the activities of all Front Office employees (guest registration, security, telephone services and night audit) to ensure guest satisfaction and maximizing hotel profitability.

**ACTIVITIES**:
The duties of the Front Office Manager include, but are not limited to the following:

- Schedules guest service agents, security and telephone services. Oversees their reviews, training and development of staff to achieve hotel service quality standards.
- Oversees and participates in guest registration.
- Motivates staff and establishes a productive working environment for hotel.
- Achieves budgeted revenues and expenses and maximizes profitability related to the rooms department.
- Assists revenue management with the implementation and execution of programs to ensure that the hotel’s room occupancy and Average Daily Rate objectives are met.
- Analyzes and generates reports and communicates information to employees and appropriate departments.
- Assembles, tracks and interprets financial and operational plans for the rooms department, to include the annual hotel budget.
- Knowledgeable of hotel property, amenities, area attractions and transportation.
- Maintains correct procedures for hotel accounting, credit control and handling of financial transactions.
- Maintains procedures for security of monies, guest security and emergency procedures.
- Strives to increase the level of guest satisfaction by delivery of an improved product through employee development and quality image.
- Responds quickly to guest requests or complaints in a friendly manner and ensures appropriate action is taken. Follows up to ensure guest satisfaction.
- Provides a professional image at all times through appearance and dress.
- Follows company policies and procedures and is able to effectively communicate them to subordinates.
- Aggressively recruits and staff's department using company hiring standards (i.e. behavioral questioning, reference checks, evaluations and team interviews).
- Conducts training classes regarding safety, security, department procedures and service guidelines.
- Fulfills Manager on Duty shifts.
- Fulfills lobby duty shifts.
- Ensures hotel is in compliance with all federal, provincial and local laws, including health and safety, ESA and human rights.

**COMPETENCIES WE ARE SEEKING**:

- Must have a minimum 2 years of experience as a Guest Service Supervisor or Manager in a hotel setting with a strong knowledge of Revenue Management and Guest Service
- Degree or Diploma in Hotel and Restaurant Management, Hospitality, Business Administration, ore related major from an accredited educational institution is an asset
- Proven Team Leader, professional presentation and excellent working relationships with all team members and guests
- Must have a flexible schedule and be able to work evenings, weekends and holidays

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

**Salary**: $55,000.00-$60,000.00 per year

**Benefits**:

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

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday
- Weekends as needed

Supplemental pay types:

- Bonus pay

**Experience**:

- Customer service: 1 year (preferred)

Ability to Commute:

- Ottawa, ON K2T 1E6 (required)

Ability to Relocate:

- Ottawa, ON K2T 1E6: Relocate before starting work (required)

Work Location: In person


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