Front Office Manager

1 week ago

Victoria, Canada Oak Bay Beach Hotel Full time

**Front Office Manager - 18mo Maternity Leave**

The Front Office Manager is directly responsible for the efficient and effective day to day operation of all Guest Service areas including Front Desk, Reservations, Night Audit, Valet and Concierge. Maintaining consistent, exemplary guest service and the team member engagement is key to this role. As the department head for the guest services team, this position will provide valuable experience and exposure for future growth into operations management.

**Responsibilities**:

- Lead and ensure a flawless experience for all guests of the Oak Bay Beach Hotel
- Lead the selection, training and performance management of all front office employees
- Ensure monthly financial projections and results for Front Desk are accurate and on target
- Maintain careful control over costs in the department (ie. payroll, supplies, etc.)
- Actively lead the front office budgetary and Revenue Management processes
- Ensure effective communications between Front Desk and other departments
- Assume duties and responsibilities of Manager on Duty as and when required
- Ensure adequate staffing levels in all areas in keeping with staffing guidelines and anticipated business volumes
- Lead, support and develop all members of the guest services team
- Resolve guest concerns/issues efficiently and courteously to prevent a reoccurrence and ensure guest will become a repeat customer
- Ensure appropriate Management coverage on weekends and holidays to ensure consistently high levels of guest service are maintained

**Qualifications**:

- 2 years of experience in front office management within a luxury resort
- Strong working knowledge of hospitality industry principles, methods, practices and techniques
- Highly organized, goal and results oriented with ability to execute plans and manage change effectively
- Ability to analyze and interpret the needs of guests and offer appropriate options, solutions and resolutions required
- Proven knowledge of cost analysis, fiscal management and budgeting techniques
- Strong personal integrity with an innate desire to work in an ethical manner
- Exceptional conflict resolution, negotiation, and objection handling skills
- Demonstrated ability to lead and direct a team, including coaching and mentoring
- Computer literacy, with a strong operating knowledge of Word, Excel, Outlook and Powerpoint

**Salary**: $65,000.00-$75,000.00 per year

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Discounted or free food
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
- Morning shift
- Weekends as needed

Supplemental pay types:

- Bonus pay

**Experience**:

- Front Office Management: 2 years (preferred)
- Luxury Hotel: 2 years (preferred)
- Hospitality: 2 years (preferred)

Work Location: In person

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