Hotel Front Office Manager

6 months ago

Kingston, Canada DoubleTree Home2 Suites Kingston Full time

**ROLE: FRONT OFFICE MANAGER**

Manage all aspects of the front office areas for both hotels which may include but is not limited to guest registration and guest reservations to ensure guest satisfaction and maximize hotel profitability. Adhere to all brand standards.

**DUTIES AND RESPONSIBILITIES**
- Manage day-to-day operations and assignments of the front office staff; schedule, plan, and assign work. Develop and communicate departmental strategies and goals. Communicate and enforce policies and procedures.
- Recommend and/or initiate disciplinary, or other staffing/human resources-related actions in accordance with hotel rules and policies. Alert management of potentially serious issues.
- Ensure all staff are properly trained on all systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions.
- Manage the breakfast operation at Home2 Suites by scheduling according to occupancy and monitor guest satisfaction.
- Ensure correct par levels of all stock including pantry and breakfast items.
- Monitor front office staff to ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery guidelines in order to ensure total guest satisfaction.
- Motivates staff and establishes a productive working environment for hotel.
- Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Develop actions plans to correct any deficiencies.
- Analyze guest satisfaction data and develop and implement plans to achieve established goals related to the brand
- Achieve budgeted revenues, control labor costs & expenses, and maximize profitability within all areas of the front office.
- 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.
- Maintain procedures for security of monies, credit and financial transactions, and guest security. Check billing instructions and guest credit for compliance with hotel credit policy
- Establish, implement, and maintain training and procedures for front desk/ to serve as a central communications point during emergency/crisis situations.
- Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.
- Interact with outside contacts:

- Guests - to ensure their total satisfaction
- Regulatory agencies - regarding safety and emergency matters
- Other contacts as needed (professional organizations, community groups)
- Perform other duties as assigned.

**QUALIFICATIONS AND REQUIREMENTS**

Bachelor’s degree in Hotel Management/Business Administration, plus 3 years Front Office/Guest Service experience including management experience, or an equivalent combination of education and experience. Must speak fluent English. Other languages an asset.

This job requires ability to perform the following:

- Frequently standing up behind the desk and front office areas
- Carrying or lifting items weighing up to 50 pounds
- Handling various objects
- Use a keyboard to operate various property management and reservations systems, etc.

Other:

- Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the hotel.
- Leadership skills
- Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training.
- Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
- Problem solving, reasoning, motivating, organizational and training abilities are used often.
- Will be required to work nights, overnights, weekends, and/or holidays as dictated by business level

**Benefits**:

- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
- Night shift
- Weekends as needed

Ability to commute/relocate:

- Kingston, ON K7M 9E3: reliably commute or plan to relocate before starting work (required)

Work Location: In person

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