Front Office Manager

2 months ago

Nanaimo, British Columbia, Canada Coast Hotels Full time

Job Summary:

The Front Office Manager at Coast Hotels is a key leadership role that contributes to the overall success of the hotel by leading and maintaining guest service standards for the Front Office. This position is integral to the continued growth and development of the Front Office team and to maximize operational efficiencies, customer service, and profitability.

Key Responsibilities:

  • Develops and implements a departmental plan and measurable objectives for the Front Office that supports the Company's overall strategy, including guest satisfaction scores, room occupancy, and revenue optimization targets.
  • Communicates change initiatives and monitors implementation, clearly articulating the rationale for change and impacts on the Front Office and operations.
  • Puts in place the systems, structures, and disciplined practices required to manage results, including planning and prioritizing, providing clear direction, ensuring accountability, and monitoring the achievement of financial, quality, safety, and other key business measures.
  • Forecasts and proactively addresses needs and situations, such as with the introduction of sales and marketing promotions, maximizing room occupancy and revenue.
  • Adheres to departmental budgets and prioritizes resource allocations appropriately, using budgets, operating statements, and payroll progress reports as needed to assist in the management of the Room Operations.
  • Fosters a culture of accountability and excellence, focusing on short and long-term priorities, maintaining a big picture perspective.
  • Participates in the management of departmental controllable expenses, supervises same-day selling procedures to achieve or exceed budgeted goals.
  • Verifies accuracy of room rates to maximize revenue opportunities.
  • Performs front office agent tasks as needed.
  • Connects with and engages ambassadors in their work, ensuring that ambassadors feel recognized and valued.
  • Creates a work environment based on Coast's Values.
  • Builds a team with the right people in the right roles and manages performance with the capabilities to deliver on the business plan through effective recruitment, communication, and team practices; ensures the team's ongoing development.
  • Provides formal and informal recognition to acknowledge the demonstration of excellent performance and/or adherence to the Coast Values; creates opportunities for team celebrations.
  • Resolves guest service issues and identifies potential barriers to guest services; works with others to remove barriers to service excellence across Coast's operation.
  • Assists in the review of comment cards and guest satisfaction results with ambassadors.
  • Schedules the team against guest and hours/occupied room goals.
  • Other projects as required.

Requirements:

  • 4 years of related work experience, plus 2 years of experience leading others.
  • Bachelor's Degree or Diploma in Hospitality or equivalent combination of education and experience.
  • Valid local driver's license (class 5), and clear driver's abstract.
  • Excellent communication (written, oral English and listening), and customer service skills.
  • Ability to lead and motivate others, excellent interpersonal skills to support the building of strong relationships with diverse groups of people.
  • Strong problem resolution skills and conflict resolution skills to resolve issues.
  • Experience forecasting and budgeting for a functional area within a property.
  • Excellent knowledge of health and safety regulations.
  • Intermediate accounting and budgeting skills.
  • Intermediate level in the use of MS Office Suite.
  • Experience in discussing performance issues with team members and providing direct and honest feedback when discussing career advancement and leading performance expectations.
  • Aware of and understands how all areas of the business interact and how own area impacts and is impacted by other areas.
  • Understanding of legislation and regulations (i.e., WCB, employment standards, collective agreement) as they apply to own area.
  • Ability to speak/understand a second language an asset.
  • Exemplifies Coast's core values and enjoys working in a culture of accountability.
  • Able to work a flexible schedule, which includes evenings, weekends, holidays, and overnight shifts when required.

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