Front Office Manager

2 months ago

Banff, Canada Banff Aspen Lodge Full time

An integral role in our small, yet busy hotel and renowned café, reporting to the General Manager, the FOM will form part of our 8-person Management team. Proudly independent and family owned, we are seeking an experienced professional to uphold and build upon our strong reputation. We are a leader in the hospitality industry, with a respectful work environment, focused on creating exceptional experiences for every guest, every time.

Flexibility in work schedule required including evenings, weekends and holidays. The following provides an overview of the role, though there are additional duties and expectations not included:
**Essential Job Duties**:
- Responsible for the guest service experience from start to finish, creating an exceptional guest experience by providing outstanding service and value.
- Oversee and manage the day-to-day operations of the Front Desk; act as the Manager on Duty when the General Manager is not present
- Exemplify professional and high levels of service to guests - both directly and online; effectively handle guest queries and concerns and reviews professionally, efficiently and courteously
- Monitor and enforce Hotel Policies

**Departmental Leadership**
- Create a positive work environment. Demonstrate strong leadership skills focused on motivating staff and building a great team.
- Provide on-going training and support to Front Office team members. Monitor employee performance, provide feedback, coach and counsel and conduct reviews in accordance with company policies
- Prepare department schedules in accordance with forecasted occupancy and business needs. Update and maintain employee time records; submit hours to payroll.
- Participate in the interviewing, selection and hiring process for department associates

**Revenue Generation & Control**
- Daily monitoring of room revenue and labour costs.
- Monitor and control room inventory
- Assist in the preparation of annual departmental budget; monitor departmental costs, expenses and inventories.
- In conjunction with the Business Development Manager, oversee wholesale, OTA, direct and group bookings, along with extranets and channel managers. Oversee group arrivals (including baggage) and special needs to the Front Office Team
- Following established practices, ensure all future reservations and billing details are accurate to protect revenue

**Health and Safety**
- Observe and follow established Occupational Health & Safety and emergency policies and procedures. Assist with correction of any safety issues. Form part of the Health & Safety Committee.
- Monitor security procedures to ensure the hotel is safe and secure at all times

**Job Prerequisites**:

- Experience: Prior FOM/Supervisory experience an asset. 4 years front desk experience preferred. Exemplary interpersonal skills and computer experience. Time management and prioritizing skills are imperative
- Education: Hospitality Diplomas are an asset, as well as CPR and First Aid certificates
- Criminal Record check must be submitted
- Must be currently located in Canada, eligible to work and available for an immediate start pending notice to any current employer. (Sorry, we are unable to offer work permits or sponsorship)

**Benefits**
- Benefit plan is available, eligible for inclusion after 3 months of employment. The company pays the full cost of the premium
- Annual education allowance to assist in the position
- Support of personal professional development opportunities; training seminars, local meetings etc.
- Annual loyalty and company performance bonus at the discretion of the General Manager
- Frequent staff team building events - participation is encouraged
- Christmas Party and bonus (at the discretion of the General Manager)
- (Subsidized staff accommodation may be available with a shared bedroom, sorry we do not have single rooms. Independent living outside of staff accommodations is recommended)

Pay: $58,000.00-$64,000.00 per year

Ability to commute/relocate:

- Banff, AB T1L 1H1: reliably commute or plan to relocate before starting work (preferred)

**Experience**:

- Front office leadership: 1 year (preferred)

Work Location: In person

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