Front Office Manager

**FRONT OFFICE MANAGER**

**Reports To**:Director of Room Operations

**BE PART OF OTTAWA’S TOP HOSPITALITY TEAM**

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels.

Located one block south of Parliament in the heart of the Nation’s Capital, Marriott Ottawa has been a long-time icon of hospitality for our Guests. With 489 Guestrooms, 36000 sqft of Event space, a 26th-floor Concierge Lounge, SPIN Kitchen & Bar, and a Starbucks, crowned by our rotating rooftop Summit venue, we are the tallest hotel in the City and second-largest hotel overall.

Marriott Ottawa is beginning a transformative, top-to-bottom renovation of all guestrooms, event space, restaurants and public areas, started in January 2025, positioning the hotel to continue its storied legacy of hospitality excellence.

**Be** where you can do your best work, **Begin** your purpose, **Belong** to an amazing global team, and **Become** the best version of you.

**YOU’RE A GREAT FIT IF**:

- Flourish in a fast-paced environment with multiple priorities.
- Can see the big picture and act proactively with a solution-focused mindset.
- Are Caring
- Are a Storyteller
- Are Extraordinary
- Are Open Minded
- Demonstrate Wonderful Hospitality. Always.

**SOME OF YOUR RESPONSIBILITIES MAY INCLUDE**:
**Leading Guest Services Team**
- Utilizes strong interpersonal and communication skills to lead, influence, and inspire others; promotes sound financial and business decisions; demonstrates honesty, integrity, and leads by example.
- Fosters trust, respect, and cooperation among team members.
- Acts as a role model by demonstrating appropriate behaviours.
- Supervises and manages employees, overseeing day-to-day operations and performing duties in employees' absence when needed.
- Builds and maintains open, collaborative relationships with employees, ensuring the team does the same.
- Ensures regular employee recognition within areas of responsibility.
- Communicates performance expectations clearly and monitors progress against job descriptions.
- Celebrates successes and publicly acknowledges team members’ contributions.

**Maintaining Guest Services and Front Desk Goals**
- Achieves and exceeds performance, budget, and team goals.
- Oversees daily operations, ensuring quality standards and customer expectations are met.
- Develops SMART goals aligned with the front office team's objectives.
- Keeps the Front Office team focused on key operations to drive guest satisfaction and financial results.
- Conducts department meetings, ensuring clear communication of Front Office goals for desired outcomes.
- Reviews staffing levels to meet guest service, operational needs, and financial targets.
- Understands the impact of Front Office operations on overall property financial goals.
- Manages department expenses to meet or exceed budgeted goals.

**Managing Projects and Policies**
- Ensures consistent enforcement of property policies, completes disciplinary actions per SOPs and LSOPs, and supports the Peer Review Process.

**Ensuring Exceptional Customer Service**
- Delivers exceptional service to ensure customer satisfaction and retention.
- Enhances service by helping individuals understand guest needs, offering guidance, feedback, and coaching as necessary.
- Supervises and manages employees, overseeing daily operations and stepping in when needed to perform duties in employees' absence.
- Leads by example in guest hospitality, demonstrating outstanding customer service and creating a welcoming environment for guests.
- Continuously strives to improve service performance.
- Empowers employees to deliver excellent customer service.
- Ensures all Front Office areas contribute positively to the overall guest experience.
- Reviews guest feedback, comment cards, and satisfaction data to identify areas for improvement.
- Addresses and resolves guest complaints and issues.
- Observes employee service behaviors and provides constructive feedback to individuals and/or managers.

**Managing and Conducting Human Resource Activities**
- Identifies developmental needs of others and provides coaching, mentoring, and support to enhance their knowledge and skills.
- Guides and directs subordinates, setting performance standards and monitoring progress.
- Sets challenging, realistic, and attainable goals to drive operations and performance.
- Encourages employee feedback, maintains an “open door” policy, and reviews satisfaction results to address concerns.
- Ensures fair and equitable treatment of all employees.
- Manages progressiv