Front Office Manager

***:
Under the general guidance of the Director of Rooms, the Front Office Manager is a hands-on leadership position that is responsible for managing the successful operation of the Front Office ensuring all standards established by the Hotel are met or exceeded. This position is required to exercise judgment, set priorities; schedule the Front Desk operation to meet the requirements and be in line with budget and labour costs. In addition this position will oversee all areas of the hotel operation in the absence of senior management and will be required to make effective decisions by using sound judgment in guest related situations.

**KEY RESPONSIBILITIES**:
***:
**The key responsibilities of the Front Office Manager include but are not limited to**:

- Lead and direct the Front Office team to ensure the smooth operation of the Front Office functions.
- **Assists with check-ins and check-outs at the front desk where necessary; ensures that the front office team provides quality service to all hotel guests**:

- Leads the Front Office team to respond quickly to business fluctuations and is able to maintain budgetary guidelines using judgment and discretion; effectively manages room inventory to maximize revenues, drives upsell programs and contributes ideas for revenue enhancement.
- Oversees all areas of the hotel operation in the absence of senior management, acting upon urgent issues as required and reporting observations to the Division Head where applicable.
- Hold regular quarterly department meetings; responsible for establishing department objectives, policies and procedures, designed to provide service levels, which exceed the expectations of both internal departments and guests.
- Attends various meetings and hotel functions as relating to the Front Office function in lieu of Rooms Division Manager.
- Participates in recruitment, selection, training and performance management of all Front Office associates; acts as a resource to associates.
- Monitors work hours, scheduling and vacation planning of Front Office associates while adhering to budgeted labour costs based on hotel occupancy and work volumes.
- Proactively builds strong relationships with all departments in the hotel, particularly with departments where operational functions interrelate (i.e. Pacific Club, Housekeeping, Maintenance, Bell Services).
- Works with Security and other departments to ensure the safety of associates and guests in emergency situations.
- Able to work in other areas of the Rooms Division as directed by the Director of Rooms.
- Performs other related duties and special projects as assigned.

**COMPETENCY PROFILE**:
***:
**Attributes**:
**Achievement Oriented**_ - _**sets standards of excellence for work to be completed and is not deterred by challenges.

**Attention to detail**_ _**_- _**Able to maintain a sustained level of concentration in a high pressured environment ensuring quality of work is consistently delivered by team members.

**Service Orientation**_ _**_- _**Displays a commitment to quality guest service at all times, values the supplying of accurate and timely information and relates to people from diverse backgrounds and continually strives for improvement.

**Professionalism**_ - _Regulates own behaviour, understanding the hotel culture and acts appropriately in the execution of duties.

**Decisiveness** -**_ _**Proven consistency in making sound decisions sometimes in pressurized or time-sensitive environments and service.

**Flexibility**_ _**_- _**Demonstrated ability to be adaptive and accepting of new ideas, and a willingness to approach new challenges and adjusts plans to meet new priorities; able to manage multiple priorities and tasks in the regular course of work.

**Skills**:
**Leadership**_ _**:

- **Leads by example in behaving in an honest and trustworthy manner; treats others fairly; builds strong and trusting relationships with others; practices open communication.

**Resource Management**_ - _Possess the ability to plan and organize others to ensure the timely completion of tasks and to manage and support others to succeed in their roles; ensures the effective and efficient use of resources are in line with budget and forecast, whether human, financial, or material.

**Conflict Management -** Defuses difficult situations by being assertive; facilitates discussions between parties to explore differences and help find common ground; uses tactful approach to work with others to identify solutions to emerging conflicts and or issues.

**Team** Building**_ _**:

- **Promotes team achievement, contributes to the development and success of department objectives; supports and encourages team members; is respectful, actively listens to and seeks out opinions and ideas from the team.

**Interactive Communication - **Adapts content, style, tone and medium of communication to suit the target audience’s language and level of understanding; takes others’ perspectives into account when commu