Front Office Manager

**Responsibilities**:

- Provides exceptional and genuine hospitality to our guests.
- Responsible for day-to-day operations of hotel with guidance from Director of Room
- Lead, coach, and support the front of house hotel team.
- Monitor and respond all guest special requests and ensure delivered din timely manner.
- Responds to, follows up, and closes guest experience glitches.
- Creates procedures and policies to eliminate guest experience glitches.
- Coordinates the scheduling and labour controls to efficiently meet budgets.
- Seeks out employee feedback and establishes an “open door” policy to identify and address employee problems or concerns in a timely manner.
- Ensures hotel policies are administered fairly and consistently.
- Celebrates successes and recognizes the contributions of team members.
- Controls rooms inventory and understands room block allocation.
- Understands revenue management principles and can make strategic room rate decisions.
- Adapt schedule to business levels, understanding property priorities and what is takes to run your department successfully; put team goals ahead of personal agenda.
- Work towards maximizing room revenues by upselling
- Conduct audits to ensure Brand Standard Audit achieved and product knowledge within associates are high
- Implement and execute process for shared facilities agreement between hotel and Condo Management
- Follow Hotel standards of operation and departmental procedures and Pearle Grooming guidelines
- Analyse training needs of Front Office staff and develop training programs
- Conduct probation and formal performance appraisals
- Follow up to responds to all Guest Voice surveys and update the feedbacks in profile notes and GXP
- Ensure all associates using GXP system and Maintain X to report all issues and guest recovery
- Ensure all associates using GXP GPS reports to review guest preferences and 100% reservation accuracy
- Review Data from GXP and Maintain X to take initiative to eliminate problems
- Follow up on q-room process with BOH, FOH and Housekeeping department to create consistency
- Manage all group room block requests with assistance of reservation coordinators. Prepare and process group block proposals and contracts in timely manner.
- Review group bookings and provide support to Reservation Coordinators.
- Attend Group Resume meeting and ensure the information’s shared with all team members
- Review each group prior to arrivals to ensure reservation and billing accuracy
- Follow up on group master to ensure attrition posted and close by 3 days after the group check out
- Respond to any challenges found for accommodating rooming requests.
- Assist setting up packages and rate codes
- Review CTAC system for commission billings
- Manage OTAs extranet portal, Marriott MarRFP and Marsha websites
- Assist with valet parking when required
- Manages all day-to-day operations and act as Manager on duty in absence/vacation of front desk manager.
- Be fully conversant with all departmental Fire, Emergency and Bomb procedures

**Managing and Conducting Human Resource Activities**
- Schedule employees to business demands and tracks employee time and attendance.
- Manage payroll administration
- Recruits, interviews, selects, hires, and promotes employees in the organization.
- Training all new associates for front of the house and back of the house.
- Review and Audit Service Journey and BSA standards for all FOH associates.
- Maintain FOH and BOH uniform inventory
- Conduct monthly department meeting to ensures regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
- Understands employee positions well enough to perform duties in employees' absence.
- Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
- Empowers employees to provide excellent customer service.

**Leading by Example**
- Provides exceptional and genuine hospitality to our guests.
- A passion for high quality with attention to details and ability to multitask
- Highly organized, results-oriented with the ability to be flexible and work well under pressure
- Graciously adapt schedule, when necessary, work beyond regular hours when called for.
- Willingly accept additional tasks as required for the effective overall hotel operations
- Any other duties assigned by HM and GM

**Benefits**:

- Extended health care

Schedule:

- 8 hour shift
- Evening shift
- Every Weekend
- Night shift
- Weekend availability

Ability to commute/relocate:

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

**Experience**:

- Hotel Managerial: 5 years (preferred)

Work Location: One location