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Front Office Manager

2 weeks ago

Edmonton, Canada Nova Hotels Full time

We are looking for a full time Front Office Manager to add to our team. This position is located at Chateau Nova Yellowhead.

**Primary Functions**

Reporting to the General Manager, the Front Office Manager is responsible for leading and championing the Guest Experience within the hotel by focusing on the arrival process, guest interactions and optimizing guest satisfaction. They are passionate about serving others and working as a team with associates from all departments. This position is fulltime and includes days, evenings, weekends and holidays.

Provide leadership in service and innovation while providing a working environment that fosters career growth and development for our team members. This position requires excellent customer service and the ability to work under pressure, enabling you to provide genuine hospitality to our guests by delivering excellent customer service in an efficient and consistent manner, while maintaining a positive and cooperative attitude and a SMILE.

The Front Office Manager is required to maintain a flexible schedule and be available to work shift work including evenings, weekends, and holidays. Full time permanent position, minimum 30 hours/week.

**Responsibilities and Essential DutieS, including but not limited to**:
**Job Duties**:
The specific responsibilities of the Front Office Manager will vary depending on the needs of the hotel. Specific responsibilities may include, but are not limited to the following areas:

- Leads, motivates and coaches the associates in order to maximize productivity and satisfaction
- Follows all Nova Hotels Accounts Receivable practices and ensures all procedures are followed to maintain desired outcomes.
- Actively participates, coaches and leads associates in guest problem resolution processes to ensure that guest service opportunities are resolved quickly and addressed effectively
- Implements and owns arrival best practices checklist, measures accuracy through documented audits
- Leads, motivates and coaches all pass on communications between departments
- Ensures accuracy of room block assignments, arrangements for special requests, VIP accommodations and the distribution of the VIP lists
- Conducts regular walk throughs of the hotel. Notes any deficiencies and follows up as required
- Prepare bi-weekly Front Office schedules. Maintain complete knowledge of the daily schedules to accommodate all groups, special requests and any special features of the hotel, while maintaining the desired labour costs.
- Help to manage Online Travel Agents and manage the room inventories to ensure the desired Average Daily Rates.
- Prepare travel agent commission reports in a timely manner.
- Prepare all required month end procedures and ensure they are provided to Nova accounting within the required time.
- Develops strategies and action plans to achieve set goals and objectives for Net Operating Income, Guest Services Index and Culture
- Conducts performance reviews according to established deadlines for front office and night audit associates
- Designs and ensures active participation of associates for all training programs
- Listens and responds to guests’ requests or concerns and taking action until completion
- Projects a favorable image of Nova Hotels Hospitality to the public
- Implement policies and procedures for daily operations
- Other projects/duties as assigned.

**Education and Salary**:

- Must be able to legally work in Canada
- Must speak fluent English
- Previous Hotel experience required.
- Supervisory experience an asset
- University or College degree in hotel management an asset

**Job Specifications and Skills**

:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- **Interpersonal Skills**: High energy, positive and friendly. Focuses on solving conflict, maintains confidentiality; Actively listens to others without interrupting or distractions; Maintains a positive attitude even in negative situations; Remains open to others' ideas and tries new things. Versatile, able to work under stressful situations. Must be able to work well under pressure. Takes pride in a job well done.
- **Teamwork**: Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed. Able to work in a diverse work environment.
- **Quality Management**: Looks for ways to improve and promote quality; Demonstrates accuracy, consistency and thoroughness. Must have attention to detail.
- **Cost Consciousness**: Conserves organizational resources. Follows cash handling policies to verify funds and maintain accurate and ethical reporting of company