Front Office Manager
4 weeks ago
The Front Office Manager at Coast Hotels plays a pivotal role in driving the success of our hotel by setting and maintaining exceptional guest service standards. This position is crucial in aligning with our long-term strategy, fostering the growth and development of the Front Office team, and maximizing operational efficiencies, customer satisfaction, and profitability.
Key Responsibilities:
- Develop and implement a departmental plan that supports the company's overall strategy, focusing on guest satisfaction scores, room occupancy, and revenue optimization targets.
- Communicate change initiatives and monitor their implementation, clearly articulating the rationale 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, such as 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 manage 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 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 of experience leading others.
- Bachelor's Degree or Diploma in Hospitality or an equivalent combination of education and experience.
- Valid local driver's license (class 5) and a 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 build strong relationships with diverse groups of people.
- Strong problem resolution 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 on 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, including evenings, weekends, holidays, and overnight shifts when required.
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