Front Desk Manager

2 months ago


Canmore, Canada H2 Canmore Lodging Full time

We are a 164-room hotel and conference center located in Canmore, AB, seeking a skilled and proactive Front Desk Manager.

This position involves overseeing the daily operations of the Front Office department while reporting to the Rooms Division Manager.

Strong communication skills are crucial for maintaining a clear and open dialogue with both team members and the leadership team.

Contribute to the overall success of the hotel by leading and maintaining high Guest Services standards for the Front Office, ensuring alignment with the hotel’s long-term strategy.

Promote continued growth and development of the Front Office team while maximizing operational efficiencies, customer service, and profitability.

**Duties and Responsibilities**:

- Develop and implement a departmental plan with measurable objectives for the Front Office that supports the hotel’s overall strategy, including guest satisfaction scores, room occupancy, billing for guests and groups, and revenue optimization targets.
- Clearly communicate goals to team members and other leaders.
- Manage and oversee Front Office operations, including training, delegating tasks, motivating staff, and providing guidance.
- Hold regular meetings with the Front Desk department and follow up on specific internal and external inquiries.
- Effectively manage Front Office team performance through the performance management process, offering regular positive and constructive feedback.
- Build a strong team through effective recruitment, communication, and team-building practices.
- Foster a motivating and engaging work environment.
- Resolve guest service issues and address potential barriers to service excellence.
- Make informed decisions to benefit the hotel and address complaints or failures in Front Desk operations.
- Address sick calls or unpunctuality by arranging coverage and staying until coverage is secured.
- Observe staff performance and encourage improvement.
- Create and submit schedules for approval to the Rooms Division Manager by Monday for the upcoming week.
- Manage employee payroll and ensure accurate Timesheet approval daily.
- Collaborate with the Housekeeping team on processes and best practices to enhance the guest experience.
- Uphold Coast values and maintain a positive image of the Coast in the community.
- Must be available evenings and weekends, holidays - Work flexible hours, including peak occupancy times, as required.
- Perform other duties as needed.

**Education & Qualifications**:

- Required leadership experience in a Front Desk role.

Exceptional interpersonal skills to enhance service standards.

Excellent written and verbal communication skills.

Decision-making ability.
- Strong organizational and time management skills.
- Flexible, self-motivated team player capable of working independently.
- Ability to handle difficult guest situations effectively.
- Proficient in computer skills and preferably with PMS experience.
- Resourceful and able to perform well under pressure and adapt to changing situations.

**Benefits**:

- Full-time, salaried position based on experience.
- Health and dental insurance.
- Gym and pool access.
- Staff meals.
- Staff room rates.
- Friends and family room rates.
- RRSP benefit of 3% after 3 months.
- Subsidized staff accommodation available.


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