Front Office Manager

**Job Title**:Front Office Manager - Maternity Cover Contract 15 Months

**Division**: Resort Services

**Department**:Front Desk

**Responsible To**:General Manager

**Role Summary**

Reporting to the General Manager this dynamic leader has proven excellence in service delivery and will effectively lead our Front Desk team that includes our reservations department and night audit. This role is responsible for achieving a seamless guest and employee experience by maintaining company service standards and achieving the resort’s goals. This role is a 15-month contract with an end of contract bonus for the right individual.

**Responsibilities**
- Assign tasks and ensure all staff positions are covered for the duration of shift
- Answer phone inquiries, direct calls and provide basic information
- Recruit and train new employees
- Create and input new packages
- Manage Site Minder and oversee OTA's
- Manage Vacation Club
- Manage Room Yield
- Monitor front desk and ensure all employees comply with all security procedures for visitors
- Create, organize, and maintain schedules for all employees
- Perform bookkeeping, reservations, and clerical duties
- Oversee and manage Maestro our property management system
- Attend weekly leadership meetings as required
- Prepare reports for meetings
- Ensure front desk is covered at all times
- Manage and oversee the reservations department
- Responsible for maintaining the departmental budget
- Assist experience department with planning and facilitation of group related recreation duties
- Responsible to design group recreation programs upon request
- Ensure rates on our websites are correct and updated as required based on seasonality
- Review industry trends for new and innovative product and service opportunities
- Serve as an individual contributor and department role model by performing technical or functional job duties
- Train, coach and develop a successful and enthusiastic team, engaging in performance management and positive coaching and counseling as needed
- Develop strong relationships with the sales and operational teams to ensure yield management is a success
- Promote rules and regulations of the department intended for the health and safety of guests
- Follow company policy and procedures
- Provide ongoing feedback and training to develop associates
- Effectively manage a team of full-time, part-time employees
- Develop and maintain departmental operational policies and work procedures
- Create departmental budget for the new fiscal year
- Coordinate department orientation and training in compliance with the Occupational Health and Safety Act
- Manage Health & Safety Program for department employees
- Address guest concerns, requests, or issues
- Collaborate with leader to develop and carry-out ideas and procedures to continuously improve department performance
- Ensure adherence to all federal, provincial and municipal laws, policies and procedures
- Establish and communicate clearly defined goals and objectives for department employees
- Adhere to all environmental policies and programs as required
- Other duties as assigned

**Competencies**
- Business acumen and positive mindset
- Communication/logistics management
- Organizational effectiveness
- Results oriented relationship builder
- Independent but collaborative when necessary

**Requirements**:

- 5-10 years’ experience in a similar role within the hospitality or resort industry
- Degree or Diploma in, hospitality or travel & tourism considered an asset
- Current Standard First Aid & CPR certification
- Proficient in Microsoft Office Suite; Word, Excel, PowerPoint, Outlook
- Must possess excellent customer service skills
- Strong verbal and written communication skills
- Detail-oriented and works with a high degree of accuracy
- Ability to multi-task in a fast-paced environment
- Must be extremely responsible with integrity and ability to maintain confidentiality and discretion

**Working Conditions**
- Must be able to work flexible hours including evenings, weekends and holidays
- Required to move, lift, carry, pull and place objects weighing less than or equal to 25 pounds without assistance
- Stand, sit or walk for an extended period or for an entire shift
- Reach overhead and below the knees, including bending, twisting and pullingWhite Point Beach Resort is an equal opportunity employer committed to hiring a diverse workforce. WPBR is also committed to providing accommodations for people with disabilities. Upon request by the applicant, accommodation will be provided in all parts of the hiring process. Please contact the Human Resources department with any accommodation requests.

**Salary**: $50,000.00-$53,000.00 per year

**Benefits**:

- Dental care
- Discounted or free food
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Holidays
- Night shift
- Weekends as needed

Supplemental pay types:

- Bonus pay

Work Location: In person