Front Office Manager

**Join our amazing Elora Mill team and work in a beautiful environment, surrounded by the sights and sounds of nature. Create incredible guest experiences in our historic property with stunning views from every window.**

Liaising with all areas of the hotel, in particular Housekeeping, the Front Office Manager is a key resource to the hotel operation and an active member of the senior leadership team of the hotel.

**Key Accountabilities**
- Engaging in creative guest service, building unique & memorable moments for our guests and visitors through genuine hospitality.
- Leading by example, coaching, and supporting the front office hotel team.
- Monitoring all guest special requests.
- Responding to, following up, and closing guest experience issues.
- Improving policies and procedures as needed to improve guest experience.
- Tracking and resolving budgetary concerns.
- Tracking cancellations, occupancy, room rates and ADR; identifying the source of unusual trends or statistics.
- Coordinating scheduling and labour controls to efficiently meet budgets.
- Seeking out employee feedback and establishing an open-door policy, to identify and address employee problems or concerns in a timely manner.
- Ensuring hotel policies are administered fairly and consistently.
- Celebrating successes and recognizing the contributions of team members.
- Controlling rooms inventory and understanding room block allocation.
- Understanding hotel revenue management principles and making strategic room rate decisions when necessary.
- Involvement in seasonal hotel package sales, change and implementation
- Adapting schedules to business levels, understanding property priorities and what it takes to run the department successfully, putting team goals ahead of personal agenda.
- Hiring, managing and building team members, conducting annual reviews as necessary.

**Experience & Technical Competencies**
- Minimum of 5 years of hotel rooms division managerial experience within a premium full-service hotel.
- Working understanding of Opera PMS and Micros POS, an asset.
- Book4Time & OpenTable Software knowledge is an asset.
- Hospitality Management degree is an asset.
- “G” class driver’s license with a clean driving record, a requirement.

**Skills & Abilities**
- Guest oriented, with a genuine, caring and kind personality.
- Ability to lead by example, demonstrate integrity and credibility in actions.
- Punctuality and schedule flexibility when needed.
- Sharp attention to detail and order.
- Able to adapt in a fast pace, constant changing environment.
- Comfortable making responsible decisions and developing recommendations for effective problem solving.
- Exceptional energy, flexibility and professionalism.
- Enjoy offering exceptional service and meeting the needs of others.
- Have highly effective communication skills (listening, verbal, writing)
- Proven ability to organize tasks and priorities effectively with accurate sense of detail.
- Must be able to evaluate and select among alternative courses of action quickly and accurately.
- Work well in a stressful, high-volume work setting to meet deadline demands.
- Able to work a flexible schedule (all shifts, any day) if necessary, as business and department demands dictate.
- Pearle Hospitality and affiliated companies, including Elora Mill Hotel & Spa, accommodate the needs of job applicants throughout its recruitment and selection processes in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Accommodation needs must be provided in advance. To discuss your needs, please contact the hiring manager._

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

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care

Schedule:

- Holidays
- Monday to Friday
- Weekend availability

Ability to commute/relocate:

- Elora, ON: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 5 years (preferred)
- Leadership: 5 years (preferred)