dh-front office manager

6 days ago

Huntsville, Ontario, Canada Deerhurst Resort Full time

Position Summary

The Front Office Manager position serves as a department head role, overseeing Front Desk, Guest Services, and Shuttle operations. This position reports directly to the Rooms Division Manager, and will oversee a team of up to 30 hosts. As the central point of contact for information, and communication for our guests, hosts, and homeowners alike this role is pivotal in the success of the resort operations. 

Duties and Responsibilities:

Lead and manage the Front Office Team, including Guest Service Agents, Guest Service Supervisors, Guest Service Managers, Overnight Guest Service Managers, and Shuttle Drivers 

Deliver exceptional service experiences 

Develop and implement strategies to optimize revenue, occupancy, and guest satisfaction scores for the Front Office department.

Coordinate shuttle services efficiently to meet guest transportation needs, including scheduling, vehicle maintenance, and driver training.

Collaborate with the Rooms Administration Manager to ensure homeowner needs and requests are handled promptly and professionally.

Collaborate with the Assistant Housekeeping Managers to maintain cleanliness and maintenance standards throughout the resort (Back and front of house) 

Support the Rooms Division Manager in budgeting, forecasting, and cost control activities for the Front Desk 

Oversee recruitment, training, and mentoring of Hosts to deliver outstanding service, and achieve departmental goals

Conduct regular performance reviews, providing feedback, and facilitating ongoing training and development opportunities

Work closely with the Rooms Division Manager to develop and implement emergency procedures, including evacuation plans and response protocols.

Review departmental schedules for the Front Office, making adjustments as needed to meet operational and financial goals 

Must be hands on in all areas of the Front Office Operations

All other duties as assigned

Skills, Abilities and Attributes:

Respond promptly and effectively to guest inquiries, requests, and concerns, ensuring resolution and guest satisfaction.

Implement service recovery procedures and handle escalated guest issues with professionalism and empathy.

Able to take initiative within given guidelines

Able to adapt in a fast pace environment within a dynamic work schedule 

Work well in high stress situations to meet the deadline demands 

Education and Experience:

Bachelor's degree in Hotel Management, Hospitality, or related field preferred

2 years leadership experience in a hotel / resort operations, with a focus on knowledge of Rooms Division Operations 

Strong leadership skills and an ability to manage diverse teams 

Experience with Opera Cloud PMS preferred 

In-depth knowledge of property management systems and hotel operations 

Strong skill level with Microsoft Office suite of products, particularly Excel

Experience developing and managing operational, and capital budgets

Passion for driving efficiency and profitability

Excellent communication, organizational, interpersonal, and multitasking skills

A passion for providing an exceptional experience for our guests, hosts, and homeowners

G Class Driving License with a clean driving record

Must be legally entitled to work in Canada

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