Front Office Manager

3 days ago

Nanaimo, British Columbia, Canada Coast Hotels Full time

The Front Office Manager is a key role within Coast Hotels, contributing 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:
  • Develop and implement a departmental plan and measurable objectives for the Front Office that aligns with Coast Hotels' overall strategy, including guest satisfaction scores, room occupancy, and revenue optimization targets.
  • Communicate change initiatives and monitor implementation, clearly articulating the rationale for change and impacts on the Front Office and operations.
  • Establish systems, structures, and disciplined practices to manage results, including planning, prioritizing, providing clear direction, ensuring accountability, and monitoring financial, quality, safety, and other key business measures.
  • Forecast and proactively address needs and situations, i.e., introducing sales and marketing promotions to maximize room occupancy and revenue.
  • Adhere to departmental budgets and prioritize resource allocations appropriately, using budgets, operating statements, and payroll progress reports to assist in managing Room Operations.
  • Maintain a big-picture perspective, focusing on short and long-term priorities.
  • Participate in managing departmental controllable expenses, supervise same-day selling procedures to achieve or exceed budgeted goals.
  • Verify accuracy of room rates to maximize revenue opportunities.
  • Perform front office agent tasks as needed.
  • Engage ambassadors in their work, ensuring they feel recognized and valued.
  • Create a work environment based on Coast's Values.
  • Build a team with the right people in the right roles and manage performance to deliver on the business plan through effective recruitment, communication, and team practices.
  • Provide formal and informal recognition to acknowledge excellent performance and adherence to Coast Values.
  • Resolve guest service issues and identify potential barriers to guest services, working with others to remove barriers to service excellence across Coast's operations.
  • Assist in reviewing comment cards and guest satisfaction results with ambassadors.
  • Schedule the team against guest and hours/occupied room goals.

Requirements:

  • 4 years of related work experience, plus 2 years 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 skills, as well as customer service skills.
  • Ability to lead and motivate others, with excellent interpersonal skills to support building 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 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 one's area impacts and is impacted by other areas.
  • Understanding of legislation and regulations (i.e., WCB, employment standards, collective agreement) as they apply to one's 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, including evenings, weekends, holidays, and overnight shifts when required.

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