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Front Office Operations Manager

1 week ago

Edmonton, Alberta, Canada West Edmonton Mall Full time

Job Overview

The Front Office Manager is a key role at West Edmonton Mall, overseeing the day-to-day operations of the Front Office. This includes managing the Front Desk, Switchboard, Concierge, Night Audit, and Guest Services teams.

Key Responsibilities

  • Ensure that all Front Desk employees are performing according to set hotel service standards and representing the hotel's core values.
  • Maintain quality standards for the department while adhering to the hotel's core mission, vision, and values.
  • Conduct staff management for the department, including interviewing and selection, performance evaluations, scheduling, inputting payroll, policy monitoring, administration, and staff mentoring.
  • Control and maintain floats and monies in the front office area, providing cashiering and change for hotel outlets.
  • Investigate and assume responsibility for over/shorts and cash variances occurring in the front office.
  • Ensure proper cash handling procedures are maintained.
  • Ensure quality control procedures that emphasize friendly, accurate, and accommodating guest interactions are being met.
  • Respond to guest concerns and special requests while utilizing exceptional customer service and conflict resolution skills.
  • Assist in planning and arranging for guest arrivals, including special packages, tours, corporate, conventions, and VIPs.
  • Ensure special requests and arrangements are communicated and understood by front office staff.

Requirements

  • Three to five years of previous experience working in a high-volume, up-scale hotel in a Front Office Management-based position.
  • Completion of post-secondary Hospitality/Business Management education and/or formal industry training and certifications is a definite asset.
  • Must possess a valid Alberta Class 5 driver's license and be able to provide a clear 3-year driver's abstract.
  • Must possess a passion for service, demonstrating outstanding guest service skills and proven service leadership skills with the ability to inspire colleagues to deliver outstanding service.
  • Individuals must have excellent communication, organizational skills, be able to multi-task, and problem-solve, and be able to work under pressure.
  • Excellent knowledge of computerized Front Office systems and the ability to work in a fast-paced environment.