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Front Office Manager

2 weeks ago

Victoria, Canada The Parkside Hotel and Spa Full time

**Company Overview**

The Parkside Hotel & Spa is a premier destination for travelers in downtown Victoria, offering a unique and authentic experience. Our modern oasis stands out among city center hotels, and our team is a vibrant mix of individuals who thrive in a fun, creative, and inclusive environment.

** AND MISSION**

The Front Office Manager (FOM) is responsible for managing all front of house operations, ensuring the highest guest satisfaction. The FOM at The Parkside Hotel & Spa oversees the front desk department, including front desk, reservations, concierge, bell services, night audit, and recreation.

Reporting to the Director of Operations, the FOM monitors staffing levels and performance, while, providing service resolution for our guests, maximizing revenue and ensuring the safety and security of all guests and team members.

The FOM must have excellent communication, leadership, and problem-solving skills to handle front desk operations. They must be available, flexible, ready and comfortable to work any given shift, which may include mornings, evenings, nights, weekends, and holidays. Overtime may be required on some occasions.

**POSITION DUTIES**

**LABOUR**

Scheduling: Create the weekly team schedule and circulate to team members.
- Manage and adjust staffing levels so that all daily activities are executed in an appropriate manner and according to forecasted occupancy levels.
- Monitor and control labour expenses and labour ratios to sales.
- Maintain a proactive approach to scheduling; communicate and plan with team members in regards to holidays, weather, schooling, second job schedules, family needs, etc.
- Ensure all team member sick day requests and approved vacation requests are entered correctly into Humi and ADP in a timely manner for payroll.
- Confirm/approve employee hours and overtime in ADP for the payroll deadline of 10:00AM every other Monday.
- Assist with frontline coverage when no alternative coverage is available
- Hiring: Conduct an ongoing assessment of staffing levels and forecast future hiring needs to ensure adequate labour for occupancy levels/season(s).
- Coordinate internal and external job postings with HR Manager
- Conduct internal & external interviews for successful hiring

**TEAM PERFORMANCE**

Training, Motivation & Coaching:

- Work with the Assistant Manager and Supervisors to create a training plan for new team members. This plan will include on the job observation, on the job training, viewing room types, occupational health & safety training, and first aid course (if required).
- Provide ongoing support and motivation for all team members.
- Teach proactive skills to mitigate potential issues.
- Work with the Team to uphold hotel standards, policies & vision.
- Work with the Human Resources Manager on any corrective actions required of team members (verbal & written warnings).
- Coach and empower all team members to delight guests and own complaints to the best of their ability.
- Train & coach the Assistant Manager and Supervisors on how to properly handle difficult situations.
- Oversee incentive programs when Assistant Manager is away.

Team Meetings:

- Plan and deliver quarterly staff meetings for the Guest Services & Reservations Team.
- Attend weekly Operations, BEO, and other meetings as required.

Performance Reviews:

- Conduct timely 3-month check-in and annual performance reviews.
- Review team member goals and create personal development plans.

**GUEST RELATIONS**
- Manage the overall the guest experience from time of reservation to checkout.
- Own the lobby; ensure lobby atmosphere is clean, warm, and inviting.
- Train and assist all team members to provide exceptional customer service.
- Identify patterns & ideas in guest feedback to review with management team and explore possible solutions.
- Resolve escalated guest complaints.

**OTHER DUTIES -**
- Embrace our core values - through commitment to personal growth, knowledge and involvement of our sustainable practices and 17 DSGs to help with the development of Team Parkside
- Builds and maintains positive cross-department relationships.
- Ensures safety procedures are followed as per hotel policy.
- Responds properly in any hotel emergency or safety situation as outlined in the safety policy.
- Orders supplies for the department as required.
- Oversee specialized software including updates, training, and tickets.
- Protect our guest’s data and personalized information.

**REQUIREMENTS**
- 2 years of previous management experience in a hospitality environment
- Education in hospitality management is preferred.
- Excellent communication, organization and leadership skills.
- Ability to work well both independently and as part of a team in a fast-paced environment with mínimal supervision.
- Demonstrated decision-making and problem-solving capabilities
- Commitment to provide excellent service and exceed guests' expectations.
- Familiar with the bigger picture of balancing owner, e