Hotel Front Office Manager

**Job Type: Full-Time** **Who We Are** **Why Work For Us** Gateway celebrates and empowers those employees who made it all possible. A career at Gateway means great people, a great atmosphere and career advancement opportunities across our locations. Our employees thrive with ongoing training and leadership programs for all while working in an engaging and fun environment. Join us today *** **The Position** The Front Office Manager is responsible for the daily front office functions; managing approximately 45 unionized full and part time employees as well as non-union supervisory staff. Front Office areas include Front Desk, Bell Desk and Casino Valet. **Key Responsibilities** Reporting to the General Manager, Hotel Operations, responsibilities and essential job functions include, but are not limited to the following: - Development and implementation of department policies and procedures; - Ensure all guest special requirements and escalated guest concerns are met or exceeded in order to achieve a positive resolution; - Development of goals and strategic plans for the department; implement and execute strategies to reach successful results; - Manage staffing levels that meet business demands and adhere to the Collective Bargaining Agreement, optimizing labour costs in line with the department’s budget; - Management of inventory controls, property management system and online booking engine following company business directions and revenue targets. - Provide input to the department’s annual budget; monitor and report variances; report on department expenses; - Oversee hiring activities, performance appraisals and performance management discussions; maintain accurate records and documentation; - Coach, mentor and motivate Supervisors and staff members to improve morale; recognize and promote outstanding performance; identify gaps and growth opportunities that assist in succession planning; - Oversee Supervisor scheduling for 24 hour coverage and support covering hours when needed; - Facilitate daily communication and one on one meetings to actively listen to staff concerns and resolve operational issues; provide a supportive environment that strives for positive outcomes; - Collaborate with other department representatives to coordinate projects and resolve issues that affect customer service and daily operations; - Comply with hotel policies and procedures for security of cash, guest security, fire and emergency procedures as well as Alcohol and Gaming Commission of Ontario regulations; - Using sound judgement, assess and escalate issues to management as necessary; - Promote a safe working environment, ensuring that all employees are working in compliance with the Occupational Health and Safety Act; - Perform other tasks as assigned by management. **What You’ll Require** - Post-secondary education or equivalent experience in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; - Currently working in a hotel supervisory role is an asset; - Experience managing or supervising a minimum of two hotel departments; - 2 years’ experience in a manager or supervisor capacity in a busy hotel or resort environment combined with experience with scheduling, training and development as well as performance management; - Have excellent knowledge of Microsoft Office programs as well as relevant industry software. Experience with a Lodging Management System is an asset; - Experience working in a unionized environment an asset; - Demonstrate superior people management skills, customer service, conflict resolution and problem solving skills; - Possess excellent verbal and written communication ability with strong time management and organizational skills; - Must be committed to results through flexible scheduling, consistent follow-up and leadership by example; - Must be adept at managing multiple priorities; work well under pressure while maintaining a high level of professionalism and positive attitude; - Must be flexible to work varying shifts, holidays and weekends if required to meet business demands. - French language skills (verbal and written) are an asset - All employees at Casino Rama are expected to: - Comply with the duties of workers or supervisors, as prescribed by Section 27 or 28 of the Occupational Health and Safety Act. - Comply with all applicable Casino Rama Occupational Health and Safety policies, procedures and protocols. - Demonstrate a positive health and safety attitude to ensure Casino Rama continuously provides a safe entertainment destination for patrons and co-workers. Hours of work: This position will be primarily scheduled the day shift, however, being a 24/7 environment, the availability to work other shifts is required based on business demands. **What Is Next** - **Gateway will post/recruit in accordance with the terms and conditions of applicable Collective Agreements_ "Play Smart" To ensure that Casino Rama Resort is compliant with Pr