Front Office Manager

2 weeks ago

Kingston, Canada Hampton Inn Kingston Full time

**Hampton Inn By Hilton scheduled is looking for a seasoned Front Office Manager to lead the team of hospitality professionals. Previous Hilton experience and knowledge of PEP PMS system will be preferred.**

**RESPONSIBILITIES**:
1.) Be aware of and follow all policies, procedures, standards and work-related rules as they appear in the Associate Handbook and as may be amended from time to time.

2.) Ensure Guest satisfaction levels for all front office related measurements exceed brand and ownership standards.

3.) Create an atmosphere where caring for the guest is job one and the 100% Satisfaction Guarantee is embraced by all associates.

5.) Ensure the front office team’s compliance with the maintenance handling procedures, lost and found procedures, “Service Basics” usage and the use of the “Guest Recovery” programs.

6.) Ensure front office related product and service quality levels exceed brand, industry and ownership standards to achieve OUSTANDING ratings on brand’s quality evaluations.

7.) Protect the hotel asset through ensuring compliance of the front desk and the front desk team with brand, industry and ownership standards for safety and security programs, key control, operations, health regulations, etc.

8.) Ensure the front office department is in compliance with all federal, provincial and local laws, including those relating to occupational safety, equal employment, employment standards and health and safety regulations and laws.

9.) Manage front office expenditures to ensure financial performance levels exceed budgeted profit margins by approving and/or gaining approval of expenditures/purchases, participating in inventory management and maintaining the hotel’s budget.

10.) Ensure that front office labor standards are met.

11.) Lead the Front Office team in accordance with brand and ownership (Associate handbook and Front Office Task Training Plan) standards and goals to ensure cohesive, consistent and competent performance.

12.) Through daily evaluation and quality checks ensure that the front office area is clean, orderly, and well maintained and that service standards are maintained on a daily basis.

13.) Be closely involved in, supervise and hands-on with the day-to-day operations of the front office. Remembering that paperwork never made a guest satisfied.

14.) Participate in regular desk shifts each week who’s tasks are including; taking reservations, guest check-in and check-out, cleaning of the work area; stocking inventory; handling guest mail, valet handling, completing all assigned paperwork, handling cash and credit transactions, and balancing the day’s financial activities.

15.) Manage the computerized Yield Management of the hotel’s room inventory.

16.) Schedule staff and deal with all related human resources issues.

17.) Handle and manage accounts receivable to ensure all accounts are within prescribed terms.

18.) The daily coordinate all guest and VIP Requests with other departments.

19.) Perform other duties, tasks or requests that may not be listed above as assigned by your supervisor/manager to ensure efficient operation of the department and hotel.

**20.) Previous Front office supervisor or management experience is required. Long working hours may be required based on the business level.**

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

Pay: $40,000.00-$45,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- On-site parking
- Vision care

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- On call
- Weekends as needed

Supplemental pay types:

- Retention bonus

Ability to commute/relocate:

- Kingston, ON K7K 7E6: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Are you willing to work morning, evening and night shifts?

**Experience**:

- Customer service: 2 years (required)

Licence/Certification:

- Smart Serve (preferred)

Work Location: In person

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