Front Office Manager

2 weeks ago

Niagara Falls, Canada The Oakes Hotel Overlooking The Falls Full time

**Front Office Manager**

Showcase your strengths as Front Office Manager, where you will lead, train and recognize your team in support of exceptional guest service Assist the management team to make The Oakes hotel known for its impeccable customer service standards.

**Summary of Responsibilities**:
Reporting to The Rooms Division Manager, the Front Office Manager is an active & contributing member of the Guest Service team, overseeing the effectiveness of the overall guest experience, employee performance & development and service enhancements for the overall Front Office department.

Analytical skills, creativity, planning and strength as a developer & leader of others are some of the skills necessary for this position.
- This is a “hands on “position requiring you to be on the front line, to be based in the lobby of the hotel during peak check in and check out times to help engage with our guests, helping to resolve or enhance our guest experience.
- To oversee the housekeeping and maintenance activities during your shift, following up to ensure guest requests are met within an acceptable time frame.
- Ensure that all cash handing polices are followed and reports are accurately printed and ensure all staff are following the day-to-day shift requirements set forth by the company.
- To be trained on the hotel fire safety plan, to understand all requirements set out by the company, know your roll, ensure guest and staff safety at all times.
- Acts as an ambassador of the hotel; handle the team during the shift and is responsible to operate the hotel, with emphasis on front office, during the shift
- Provides the guest with flawless, proactive and sincere service from an engaged and empowered workforce committed to creating a memorable experience. Is accessible to guests, and engaging, basing themselves in the lobby area.
- Acts as ambassador and spokesperson to all customers; responding in a timely and consistent manner to customer & third-party concerns; fielding issues with all operational departments
- Demonstrates a commitment to Service Excellence
- Walks the hotel and grounds to ensure everything is presentable
- Communicating with guests ensuring that issues are being resolved during the stay; maintain a monthly reporting system that allows proactive resolution to common issues
- Coaches and mentor’s colleagues; creates an environment that allows colleagues to exceed guest expectations and provide a path for career development
- Leads department to maintain superior colleague engagement through action planning
- Ensures colleague concerns are resolved in a professional and timely manner
- Builds and maintains employee relationships; ensures appropriate and timely recognition for individuals and teams
- Contributing to a positive hotel culture and success of ongoing S.O.P.’s training
- Monitors effective goals and measurements for the Front Desk, exceeding expectations of (colleagues, owners, guests and management)
- Promotes health, safety and well-being of our guests and co-workers by having in-depth knowledge of the Hotel's crisis and emergency procedures; understands and implements the communication procedures between the Front Office and maintenance department
- Complies with The Oakes Hotel policies, procedures, ensure the staff is knowledgeable of Hotel Standards and execute them flawlessly
- Provides information and training as required in accordance with Workplace Hazardous Materials Information System (WHIMIS), including use pf protective equipment.
- Update and manage the hotel social media presence, along with replying and keeping up on guest comments 3rd party and hotel website.
- Improve overall revenue through sound yield management and upsell programs.
- Participates in regular department meetings.
- Performs any and all other tasks which are assigned by the management team

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

**Benefits**:

- Dental care
- Extended health care
- Vision care
Schedule:

- Day shift
- Evening shift
- Holidays
- Monday to Friday
- Weekend availability
Ability to commute/relocate:

- Niagara Falls, ON L2G 3W2: reliably commute or plan to relocate before starting work (required)
**Experience**:

- Hotel Front Office Management: 1 year (required)
- Customer service: 2 years (required)

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