Front Office Manager

5 days ago

North Vancouver, Canada Lonsdale Quay Hotel Full time

Reporting directly to the hotel’s General Manager/ Rooms Division Manager, the Front office Manager is responsible for ensuring the smooth, efficient operation of the hotel’s Front Desk and it’s liaison with other hotel departments. It is your duty to go the extra mile for the guests and use empathy when dealing with them. Project a professional image to customers and staff alike.

**Objectives/Responsibilities but are not limited to the following**:
**Scheduling**:
Maintain good Front Office staff and provide them with appropriate schedules for peak/busy/slow periods.

**Front Desk Personnel**:
Ensure that all Front Office staff complies with house rules: Punctuality, Dress code, all Front Office policies & procedures.

Ensure check-in/check-out procedures are being followed.

Ensure proper telephone etiquette is followed, and that it is standardized with all Front Desk staff.

Provide supervision and leadership to all Front Desk Staff.

**Groups oversee**:
Maintain the Group Blockings, releasing as appropriate and follow up with rooming lists and deposits as required.

Provide all group invoice.

**Reservation checks/assignments**:
Ensure all reservations are being taken accurately and with appropriate deposits, and that rate structure is being followed. Ensure all Front Office staff is aware of any rate promotions: same day direct sell rates, travel agent//senior discounts, or similar, blackout dates, group rates, corporate rates etc.

Pre-check arrivals lists in advance to both ensure that appropriate room assignments are maintained and that duplicate bookings are dealt with.

**Guest Relations**:
Ensure ‘walked’ guests are handled appropriately.

Respond immediately to guest concerns and special needs.

Handle any billing disputes with guests, including any charge backs received.

Ensure billing at check-out is done according to the guest’s instructions given at check-in if they are covering their own accounts.

Prepare all front desk Month including petty cash for accounting department.

**Travel Agent Commissions**:
Maintain travel agents commission log within the system. Respond appropriately to all Travel Agent commission claims

**Night Audit & End of month**:
Familiar with all Night Audit functions. Spot check Night Audit procedures.

Prepare for accounting all End of Month paperwork in a timely fashion. Maintain accurate Front Desk collections and MIX collections accounting spreadsheets for accountant

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

**Salary**: $50,000.00-$55,000.00 per year

**Benefits**:

- Dental care
- Extended health care

Schedule:

- 8 hour shift
- Day shift
- Evenings
- Holidays
- Monday to Friday
- Morning shift
- Weekend availability

Supplemental pay types:

- Bonus pay

**Experience**:

- Management: 2 years (required)
- Customer service: 5 years (preferred)

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