Front Office Operations Manager

4 weeks ago

Calgary, Alberta, Canada Concord Hospitality Enterprises Full time

We are seeking a qualified individual for the position of Assistant Director of Front Office.

Key Responsibilities

The Assistant Director of Front Office plays a pivotal role in ensuring the front desk's success, maintaining high levels of guest satisfaction, and upholding product quality standards. This position involves managing all hotel operations in alignment with Brand standards to foster a welcoming environment that prioritizes exceptional guest service and product excellence. The role sets a benchmark for staff performance.

Core Job Functions

Guest Service Excellence

  • Upholds guest service as the primary philosophy of the establishment.
  • Demonstrates a strong commitment to guest satisfaction by addressing needs promptly.
  • Strives to ensure every guest leaves satisfied.
  • Guarantees that all hotel personnel, including new team members, are well-versed in guest service components and trained to meet established standards.
  • Develops customer service enhancement programs.
  • Empowers staff to provide exceptional guest service through encouragement and recognition of responsive assistance.
  • Aims to meet or surpass hotel guest satisfaction metrics.
  • Ensures that hotel standards and services facilitate consistent guest service delivery.

Front Desk Leadership

  • Acts as the manager on duty, overseeing front desk operations.
  • Ensures front desk personnel are trained in all operational aspects, including check-in/check-out processes, telephone etiquette, hotel amenities, and computer systems.
  • Participates in Revenue Management functions as needed and engages in discussions with Corporate Management and brand revenue management centers.
  • Ensures adherence to financial control protocols regarding cash, vouchers, inventories, and receivables.
  • Delivers accurate financial reports punctually.
  • Collaborates with the General Manager and Sales Manager to generate innovative business strategies to boost sales, establish rate codes, and manage rooming lists.

Human Resource Management

  • Oversees human resource functions, including recruitment, selection, onboarding, training, performance management, and compensation programs to maintain a skilled front desk team.
  • Fosters a positive and collaborative work environment between staff and management.
  • Prioritizes employee selection, training, and development as integral to operations.
  • Ensures all hotel staff are aware of hotel objectives.
  • Maintains accurate personnel files in compliance with local and federal regulations.
  • Administers personnel policies consistently and fairly.
  • Addresses employee grievances promptly and equitably.
  • Ensures staff comprehends policies, pay structures, bonus plans, and benefits.
  • Mentors direct reports to cultivate management talent.
  • Monitors the completion of training goals and development plans.
  • Maintains acceptable turnover rates.

Safety and Security Compliance

  • Familiarizes with local health and safety regulations applicable to the hotel.
  • Identifies and rectifies potential safety hazards within the hotel.
  • Recognizes and addresses security concerns, ensuring proper key control procedures are followed.

Operational Excellence

  • Maintains product quality standards through preventive maintenance initiatives and scheduling of deep-cleaning tasks.
  • Encourages ongoing staff involvement in preventive maintenance programs to protect hotel interests during capital projects.
  • Achieves satisfactory property quality audits.
  • Conducts periodic inspections of rooms, building exteriors, and parking areas.

At Concord Hospitality, we pride ourselves on offering competitive compensation and a comprehensive benefits package for full-time associates, including medical, dental, and vision plans, life insurance, disability options, tuition assistance, and discounted room rates at Concord-managed hotels. We emphasize training, development, and career advancement opportunities.

Our culture is built on five Cornerstones: Quality, Integrity, Community, Profitability, and Fun. We strive to create a positive work environment for our associates, prioritizing work-life balance, transparency, community engagement, and enjoyment in the workplace. We celebrate diversity and inclusivity, recognizing that our differences contribute to our strength. Concord Hospitality has been recognized as a GREAT PLACE TO WORK for Millennials and Women.

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