Front Desk Manager

**Company Overview**

At Courtyard by Marriott, we celebrate the dreamers and innovators who shape our industry. With a rich history rooted in hospitality, we strive to create exceptional experiences for our guests while fostering a culture of growth and opportunity for our team members.

**Summary**

We are seeking a dedicated Front Desk Manager to join our team at Courtyard by Marriott. In this role, you will oversee front desk operations, ensuring that every guest receives outstanding service. Your leadership will be essential in creating a welcoming atmosphere that reflects our commitment to excellence.

**Responsibilities**
- Manage daily front desk operations, ensuring efficient check-in and check-out processes.
- Lead, train, and motivate front desk staff to provide exceptional customer service.
- Handle guest inquiries and resolve issues promptly and professionally.
- Maintain accurate records of room availability and reservations.
- Collaborate with other departments to enhance the overall guest experience.
- Monitor front desk performance metrics and implement improvements as needed.
- Ensure compliance with hotel policies and procedures.
- Provide leadership, training and support to Front Desk associates, with respect to all Front Office duties.
- Actively participate in, coach and lead Associates in guest problem resolution processes to ensure that guest satisfaction opportunities are resolved quickly and addressed effectively.
- Practice the fundamental principles of revenue management and utilize revenue management techniques in order to maximize occupancy and average rates while maintaining a high quality of guest service.
- Ensure accuracy of room block assignments, arrangements for special requests, VIP accommodations and distribute VIP lists.
- As a contributing member of the hotel’s revenue team, play a key role in implementing strategies for transient and 3 party website positioning and attend Sales and RevMax meetings as required.
- Assist in ensuring that Hilton Brand Reservations and all booking channels are up to date and accurate to ensure that rate parity is maintained.
- Effectively communicate rate strategies and revenue expectations to Guest Service Agents so that maximum revenue potential for each day is realized.
- Monitor Rewards Program requirements and enrollments to ensure they are meeting the standard.
- Follow all Genesis policies and standards and make sure team members are in compliance.
- Prepare the employee schedule based on occupancy and approve hours by the deadline provided.
- Work as a team with the other hotel departments to provide coordination of services for guest satisfaction.
- Follow all safety procedures as per up to date company standards and training modules and ensure a safe work environment for all team members and guests at all times.
- Other duties as assigned by Management.

**Requirements**:

- Proven experience in a front desk or customer manager role within the hospitality industry.
- Strong leadership skills with the ability to motivate a team.
- Excellent communication skills and phone etiquette.
- Familiarity with hotel management software is a plus.
- Ability to handle multiple tasks in a fast-paced environment.
- The Employee displays leadership skills in the coaching and operation of their department and team.
- The Employee keeps wage cost in line, based on budgeted percent, consistently each month.
- The Employee works well with the other department managers and teams and participates in hotel meetings, training and functions.

**Job Types**: Full-time, Permanent

Pay: From $52,000.00 per year

Additional pay:

- Bonus pay

**Benefits**:

- Company events
- Dental care
- Discounted or free food
- Extended health care
- On-site parking
- RRSP match
- Store discount
- Vision care

Schedule:

- Day shift
- Evening shift
- Holidays
- Morning shift
- Night shift
- Weekends as needed

**Language**:

- Mandarin (preferred)

Work Location: In person