Front Desk Operations Manager

2 days ago

Halifax, Nova Scotia, Canada Lord Nelson Hotel & Suites Full time
About the Lord Nelson Hotel & Suites

As a locally owned landmark hotel, we have established a reputation for serving excellence. Our unique position allows us to offer a variety of positions under one roof, creating opportunities for mobility and growth.

We value our employees as our most essential resource. If you're looking to be part of a legendary team in Halifax, this could be the opportunity for you.

Job Summary

The Guest Services Manager plays a critical role in ensuring the Front Desk runs efficiently and profitably. This dynamic leader will lead, motivate, and inspire the Front Desk team to deliver exceptional customer service. The ideal candidate is a highly organized self-motivated team player who can represent and lead the company's mission and vision.

Duties and Responsibilities
  • Manage Daily Operations

Ensure consistency and excellence in all operations, maintaining high standards throughout the day.

Supervise Front Office Team

Provide hands-on supervision to Guest Service Agents and Supervisors, guiding them through their daily tasks and responsibilities.

Implement Procedures

Establish clear guidelines on Front Office procedures and policies, ensuring consistent adherence across the team.

Resolve Guest Issues

Address guest complaints and concerns promptly, communicating areas of concern to the General Manager and relevant department heads.

Cover Shifts and Staff Breaks

Be available to cover desk shifts and staff breaks, particularly during peak periods.

Maintain Open Communication

Foster open communication with other department leaders, including Housekeeping managers and supervisors, Reservations, and Maintenance.

Achieve Maximum Occupancy and Revenue

Work towards maximizing occupancy while increasing revenue through upsell programs.

Create Schedules and Process Payroll

Develop bi-weekly schedules based on hotel and union requirements, ensuring adequate staffing according to expected business levels. Complete payroll processes accurately and on time.

Prepare for Special Reservations

Set up and prepare for special reservations, such as group and package guests, in advance of their arrival.

Train and Develop Staff

BUILD and develop a strong Front Desk team through ongoing training and performance management.

Address Performance Issues

Address performance issues promptly and consistently, ensuring errors are learned from and minimizing subpar standards.

Implement Emergency Procedures

Develop and review procedures for emergency situations, ensuring the safety of staff and hotel guests.

Maintain Smooth Operations

Carry out administrative duties required to maintain smooth operation of the Front Office department.

Maintain Guest Accounts

Ensure accurate billing information at check-out.

Requirements
  • Education

High school diploma or equivalent.

Experience

Five years working in a supervisory/management role, with at least two years in front office management.

Skillset

Ability to train, develop, and motivate new team members. Working knowledge of Opera Cloud, Online travel agent portals, Word, and Excel is an asset.

Estimated Salary Range

$55,000 - $65,000 per year, depending on experience and qualifications.

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