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Front Office Manager-hotel

3 weeks ago

Niagara Falls, Canada Niagara Hospitality Hotels inc Full time

The Oakes Hotel Overlooking the Falls is an independent 240 room property located directly beside Canada's largest casino, and offering the best view of falls, from its fallsview rooms, we are looking for an **experienced** Hotel Front Office Manager professional

The Front Office Manager will be responsible for the supervision and control of all Front Office functions and will ensure that the front desk operates efficiently, with well trained friendly and knowledgeable team members. Maximize revenue, and provide amazing guest service.

**Job Duties**
- Ensure that guests are greeted, checked in and allocated rooms promptly and courteously
- Ensure that check-in procedures are strictly adhered to
- Be readily available at all times to deal with problems and service recovery solutions
- Ensure maximum room occupancy
- Ensure effective liaison between reservations and front office staff with other departments (e.g. housekeeping)
- Ensure that all charges are correctly entered on the guest's bill and that this is up to date at all times
- Ensure that credit control procedures are strictly adhered to, that no bills exceed the stipulated limit without prior approval and that written confirmation, purchase orders, or order numbers are on file
- Ensure that accounts are balanced daily and A/R accounts are balanced monthly
- Ensure effective and speedy check-out facilities
- Ensure that luggage is delivered to and collected from rooms speedily
- Ensure that enquiries, messages, bookings are dealt with courteously and efficiently
- Ensure that all Front Office staff are dressed appropriately at all times
- Ensure that all Front Office areas are clean and tidy at all times
- Ensure that incoming and outgoing telephone calls are handled promptly and courteously
- Carry out systematic checks of all Front Office areas for maintenance requirements, repairs or refurbishing, ensuring that these are completed without delay
- Ensure that the Hotel Entrance is easily accessible to cars at all times
- Hold regular performance appraisals with all staff, identifying areas for development and training needs and ensuring that this training is completed
- Carry out or ensure that regular On-the-Job training is taking place to agreed standards
- Hold regular meetings with other departments as required
- Ensure that staffing levels are correct and are not exceeded without permission
- Attend Management Meetings as required
- Circulate regularly throughout all Front Office areas, maintaining a positive profile with guests and staff
- Ensure accurate and timely submission of all reports and invoices
- Monitor trends within the industry and make suggestions for the implementation of appropriate programs
- Any other duties as needed

**Requirements**:

- Experience in all aspects of customer service and people management
- Demonstrated ability to lead and direct a team
- Strong working knowledge of hospitality industry principles, methods, practices, and techniques
- Ability to supervise employees, including organizing, prioritizing, and scheduling work assignments
- Ability to examine and re-engineer Front Office operations, form new policies, and develop and implement new strategies
- Ability to analyze and interpret the needs of guests and offer the appropriate options, solutions, and resolutions required
- Exceptional conflict resolution, negotiation, and objection handling skills
- Able to respond quickly in a dynamic and changing environment
- Highly flexible, with solid interpersonal skills that allow one to work effectively
- You should be a leader who inspires great performance from the team

**Benefits**:

- Dental care
- Extended health care
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday
- Weekend availability