Front Office Director

4 weeks ago

Calgary, Alberta, Canada Coast Hotels Full time

The Front Office Manager is a key member of the Coast Hotels team, responsible for providing exceptional guest service and ensuring a seamless experience for all visitors.

Responsibilities:
  • Departmental Leadership: Creates and implements a departmental plan and measurable objectives for the Front Office that supports the Company's overall strategy.
  • Change Management: Communicates change initiatives and monitors implementation, clearly articulating the rationale for change and impacts on the Front Office, and operations.
  • Results Management: 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.
  • Forecasting and Budgeting: Forecasts and proactively addresses needs and situations, i.e., with the introduction of sales and marketing promotions, maximizing room occupancy and revenue.
  • Financial Management: Adheres to departmental budgets and prioritizes resource allocations appropriately and uses budgets, operating statements and payroll progress reports as needed to assist in the management of the Room Operations.
  • Team Development: Focuses on short and long-term priorities, maintaining a big picture perspective and participating in the management of departmental controllable expenses.
  • Guest Service: Verifies accuracy of room rates to maximize revenue opportunities and performs front office agent tasks as needed.
  • Team Engagement: Connects with and engages ambassadors in their work and ensures that ambassadors feel recognized and valued.
  • Performance Management: 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.
  • Guest Resolution: Resolves guest service issues and identifies potential barriers to guest services; works with others to remove barriers to service excellence across Coast's operation.

Requirements:

  • 4 years of related work experience, plus 2 years 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.

Additional Information:

  • Pay Type Salary

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