Front Office Manager

**FRONT OFFICE MANAGER**

REPORTS TO: GENERAL MANAGER

**THE COMPANY**:
Passion Drives Performance. InnVest succeeds because our people love what we do. Our entire team shares a deep-rooted passion for the world of hospitality & travel that extends far beyond the walls of our offices and hotels.

Our company culture is built on collaboration. A nimble team where everyone has a voice at the table and an opportunity to pursue their passions. Our skill sets are as diverse as our portfolio, but we all have a singular focus: a belief that partnerships deliver the best results, an entrepreneurial approach to decision-making, respect for others, a strong sense of integrity, and a curiosity to challenge the status quo.

With over 75 hotels in our portfolio, representing 18 internationally recognized hotel brands, InnVest is the largest independent owner of hotels in Canada. In addition, our management team oversees the day-to-day activities of almost 70 hotels also making
InnVest the largest independent operator of hotels in Canada. InnVest’s portfolio is geographically diverse with hotels from Vancouver, BC to Corner Brook, NL but also experientially diverse from Roadside inns to luxury urban properties.

At InnVest, our mission is simple - to deliver outstanding guest experiences and superior returns on quality hospitality investment. A career at InnVest will provide you with unrivaled opportunities and invaluable exposure to Canada’s largest independently-owned and operated hotel portfolio.

**YOU’RE A GREAT FIT IF YOU**:

- Flourish in a fast-paced environment with multiple priorities.
- Can see the big picture and act proactively with a solution-focused mindset.
- Have the ability to “Respond to Cues”.
- Thrive on “Creating Personal Connections”.
- Can “Make it Brilliant”.

**YOUR RESPONSIBILITIES MAY INCLUDE**:

- Ensure that the Front Office Standards of Service are upheld at all times and meet/exceed the GSS scores (Guest Service Survey).
- Ensure consistent guest satisfaction and overall brilliant experience at the hotel.
- Lead by example: Provide inspired service and brilliant hospitality toward all guests.
- Ensure good communication between the departments.
- Strictly follow bank-out procedures and cash handling procedures.
- Ensure confidentiality of User Log-Ons.
- Train and develop Hosts to the highest possible extent. Ensure that daily training is provided for technical, hospitality, communication, management, and organizational skills.
- Ensure that recognition programs for guests and Hosts are in place and performing.
- Use Brilliant Service principles to empower and make decisions leading towards total customer satisfaction.
- Control costs effectively to meet budgeted guidelines. Have a control system in place for all controllable costs and resource hours.
- Communicate with front office management about daily audits and controls, so all are informed about proper procedures.
- Initiate additional tasks to improve existing procedures and guest satisfaction.
- Resolve system problems and be able to operate the system manually. Need to be able to assist the staff through downtime.
- Initiate monthly meetings in the department. Attend staff meetings and operations meetings.
- Total responsibility for hiring, training, and development of all Associates working for the Front Office, including AYS and Concierge Lounge.
- Be highly visible during peak times and extraordinary events. Be in the great room during high traffic times to assist the Front Office Hosts and to ensure smooth operations.
- Have plans and actions in place to meet the goals and mission of the company and the hotel.
- Be informed about daily operations and events.
- Be familiar with sales strategies; communicate daily with reservation sales.
- Develop a thorough knowledge of all brands in Marriott's portfolio.
- Know all frequent customers and be familiar with their special requests. Ensure that their needs are met.
- Conduct financial audits and controls regularly. Communicate with Accounting in case of irregularities. Coach and counsel Associates whenever appropriate.
- Manage the hotel’s key control program. Conduct regular audits of staff key list in collaboration with other department heads.
- Be familiar with cultural differences and know the correct behavior for each culture. Also, know the different protocols and etiquette.
- Ensure that all procedures and policies are in place and followed. Ensure that all Associates are adhering to all hotel policies, standards, procedures, and regulations.
- Be knowledgeable about all emergency plans and know how to act upon them.
- Report any unusual occurrences immediately.
- At all times strive to represent Marriott most professionally and courteously.
- Other duties as assigned.

**JOB SPECIFICATIONS**:
**_Education/Experience and skills _**
- Minimum of 3 years of management experience at a hotel or similar environment.
- Diploma or Certificate in Hospitality Mana