Front Office Manager

**Job Summary**
Reporting to the Director of Operations, the **Front office Manager** is responsible for overall direction, coordination and evaluation of all areas of Front office. These include but are not limited to interviewing, hiring, training, coaching, directing work, addressing complaints and resolving service issues. Strong and fair leadership, problem-solving, decisiveness, with a proven track record of driving guest satisfaction scores and ensuring that all Manga and Marriott standards are consistently adhered to are critical for success in this role.

**RESPONSIBILITIES**:

- Lead/Motivate guest service manager and supervisors

Ensure a seamless guest arrival and departure by providing exceptional guest experiences throughout the guest stay through the training and development of the Guest Services, valet and Night Audit team.
- Embody and promote a culture where all team members are empowered to provide our guests with service excellence, supporting them to exceed guest expectations.
- Resolve guest concerns through service recovery and working collaboratively with fellow leaders and team members.
- Coordinate and communicate information that is pertinent to all departments to ensure the highest level of guest service.
- Ensure team members have current knowledge of hotel products, services, facilities, events, pricing, policies and knowledge of local area and events.
- Coordinate all preparations for incoming groups and VIPs as well as all pre-arrivals including blocking of rooms, EOs and special requirements.
- Ensure the achievement of our vision and goals by monitoring the daily performance of the Guest Services team.
- Assist in the training and coaching of all team members, to ensure their professional development.
- Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions, complete safety training and certifications. Provide support per the Emergency Response Plan as needed.
- Manage, monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations, and delivering recognition and rewards.
- Complete daily, weekly and monthly reports in a timely manner.
- Participate in weekly Revenue Meetings.
- Maintain a professional image at all times.
- Project enthusiastic, optimistic, helpful attitude.
- Stand, sit, or walk for an extended period of time.
- Perform other reasonable job duties as requested by senior managers.

**QUALIFICATIONS**:

- Previous experience in an equivalent management position within a hotel required.
- Post-secondary education in hospitality or a related field a definite asset.
- Computer literacy required: MS Windows and related hotel systems (Fosse Rooms Management experience an asset).
- Must have a demonstrated passion for providing guest service excellence and inspiring team members to go above and beyond.
- Must possess a high degree of professionalism.
- Must have excellent interpersonal, communication and leadership skills.
- Must be energetic, enthusiastic and self-motivated.
- Ability to build strong, effective relationships within all areas of the hotel.
- Excellent organizational, follow-through and workload planning skills with the ability to juggle multiple priorities while adhering to deadlines.
- Results oriented with the ability to be flexible and work well in a busy and demanding environment.
- Ability to move, lift, carry, push, pull and place objects weighing less than or equal to 20 pounds without assistance.
- Must be flexible to assist/support as needed on various shifts, including occasional overnights, weekends & public holidays.
- Must be able to maintain confidentiality of proprietary information and protect company assets.

**Benefits**:

- Dental care
- Extended health care
- On-site gym
- Vision care

**Experience**:

- Hotel Front Office Management : 3 years (preferred)

Work Location: In person