Front Office Manager

5 months ago

Newmarket, Canada The Postmark Hotel Full time

**Position: Front Office Manager**

**The Role at a Glance**:This position plays a key role within our hotels. The Front Office Manager is responsible for overseeing the front desk operations on a day-to-day basis. Greeting and assisting guests and processing check-in/out transactions. Must be able to work independently and have strong problem resolution skills. You will manage the daily operations of the Front of House processes and staff to maximize revenue and profit while attaining optimal guest satisfaction.

**Your Day To Day Duties**:

- Create a warm and welcoming environment in the hotel lobby by ensuring all guests are greeted, and that their needs are met with enthusiasm.
- Supervise the Guest Service Supervisors and Agents.
- Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline when appropriate.
- Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
- Implement company programs and supervise the daily operations of the Front Desk to comply with Standard Operating Procedures (SOPS) and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
- Maintain rate integrity, conduct Maestro account maintenance, manage room blocks and rate loading.
- Responsible for short and long term planning and the management of the hotel’s Front Office operations.
- Develop and recommend the budget, labor cost plans and objectives and manages within those approved plans.
- Liaise directly with VP revenue ensuring rate and occupancy achievement is in line with forecast and budget.
- Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model.
- Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions.
- Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situations.
- Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
- Comply with attendance rules and be available to work on a regular basis.
- Comply with all Archive standards, policies and procedures at all times.
- Other tasks and responsibilities as assigned by management

**You have**:

- Demonstrated ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds
- 4 years or more of progressive hotel Rooms Management experience
- Service oriented style with professional presentations skills
- Hotel/Hospitality Degree is an asset
- Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service and ability to improve the bottom line
- Clear concise written and verbal communication skills in English
- Must be proficient in Microsoft Word and Excel, must have property management systems experience
- Must have excellent organizational, interpersonal and administrative skills
- Must have the ability to work and supervise unionized staff while following a CBA

INDJS

**Inclusivity**: Our team fosters a culture of inclusion and belonging for both team members and guests. We celebrate diversity, collaboration and uniqueness.

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