Front Office Manager

The Front Office Manager is responsible for all aspects of operations at the hotel and provides support to guests.

Directs and coordinates hotels activities to obtain optimum efficiency and economy of operations and maximize full potential with a balanced focus on hotel’s profitability, guest experience, and employee satisfaction.

DUTIES AND RESPONSIBILITIES:

- Involved in day-to-day operations.
- Assign duties to associates and observe performance to ensure adherence to hotel policies and established operating procedures.
- Provide training to staff.
- Oversee breakfast offering, manage scheduling and orders.
- Monitor and respond to Guest feedback on Trip advisor, OTA's etc. and internal surveys
- Receive and resolve guest concerns and oversee the service recovery process.
- Select or assist in the selection of hotel staff and complete all new hire paper works.
- Review employee performance and conduct personnel actions such as disciplinary actions and terminations.
- Maintain accurate records including cash flows sheet, guest credit limit, direct billing, accounts receivable aging reports
- Adhere to all franchise and company procedures and regulations as well as standard operating procedures.
- Ensure full compliance to hotel operating controls, policies, procedures and service standards.
- Performs daily, weekly and monthly property inspections.
- Ensure property, grounds, and work areas maintained to a high standard.
- Build strong working relationships and communications with hotel staff, Department Heads and vendors to ensure maximum operating effectiveness
- Cover shifts in breakfast and front desk departments
- Audit on stock in all areas to make sure that all required hotel supplies are ordered and stocked in advance of need.
- Provide effective leadership to front desk team members.
- Ensure effective, timely and accurate communications flow with regards to hotel policies and procedures.
- Work closely with housekeeping department to ensure all rooms are inspected and prepared for arrivals
- Monitor room availability and rates
- Process no shows and cancellations
- Corporate client handling
- Manage group reservations accuracy, billing, Marriott points and commissions.
- Payroll.
- All Other duties as assigned by the General Manager or ownership.

PREREQUISITES:

- Strong management skills, ability to appropriately assign or delegate work and authority to others in the accomplishment of goals. And provide coaching, advice and assistance as required.
- Available to work when needed, including weekends, holidays, and nights.

EDUCATION:

- A university degree or diploma in hotel management or a related field is ideal. Experience in managing teams at the hotel with clear track record of success. Experience in financial accounting, personnel supervision, human resources, sales, marketing & events, problem resolution is highly desirable. Excellent computer system skills.

EXPERIENCE:

- At least 2 to 5 years’ supervisory/managerial experience in the hospitality industry, with significant mid-scale and limited-service hotel experience.

**Salary**: $42,000.00-$48,000.00 per year

**Benefits**:

- Company events
- Dental care
- Extended health care
- On-site gym
- On-site parking
- Paid time off
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Morning shift
- Night shift
- Weekend availability

Supplemental pay types:

- Bonus pay
- Retention bonus

Ability to commute/relocate:

- Kelowna, BC: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 2 years (preferred)

Shift availability:

- Day Shift (preferred)
- Night Shift (required)
- Overnight Shift (required)

Work Location: One location