Front Office Manager

The Front Office Manager contributes to the overall success of the hotel by leading and maintaining guest service standards for the Front Office, ensuring alignment with Coast Hotels' long-term strategy. This position is integral to the continued growth and development of the Front Office team and to maximize operational efficiencies, customer service, and profitability. 

Responsibilities:

Creates and implements a departmental plan and measurable objectives for the Front Office that supports the Company's overall strategy, including guest satisfaction scores, room occupancy and revenue optimization targetsCommunicates change initiatives and monitors implementation, clearly articulating the rationale for change and impacts on the Front Office, and operationsPuts in place the systems, structures, and disciplined practices required to manage results. This includes planning and prioritizing, providing clear direction, ensuring accountability, and monitoring the achievement of financial, quality, safety, and other key business measuresForecasts and proactively addresses needs and situations, i.e., with the introduction of sales and marketing promotions, maximizing room occupancy and revenueAdheres to departmental budgets and prioritizes resource allocations appropriately and uses budgets, operating statements and payroll progress reports as needed to assist in the management of the Room OperationsFocuses on short and long-term priorities, maintaining a big picture perspectiveParticipates in the management of departmental controllable expenses, supervises same day selling procedures to achieve or exceed budgeted goalsVerifies accuracy of room rates to maximize revenue opportunitiesPerforms front office agent tasks as neededConnects with and engages ambassadors in their work and ensures that ambassadors feel recognized and valuedCreates a work environment based on Coast's Values. Builds a team with the right people in the right roles and manages performance with the capabilities to deliver on the business plan through effective recruitment, communication and team practices; ensures the team's ongoing development. Provides formal and information recognition to acknowledge the demonstration of excellent performance and/or adherence to the Coast Values; creates opportunities for team celebrations Resolves guest service issues and identifies potential barriers to guest services; works with others to remove barriers to service excellence across Coast's operation Assists in the review of comment cards and guest satisfaction results with ambassadors. Schedules the team against guest and hours/occupied room goals.Other projects as required

Skills/Knowledge/Experience:

4 years of related work experience, plus 2 years experience leading othersBachelor's Degree or Diploma in Hospitality or equivalent combination of education and experienceValid local driver's license (class 5), and clear driver's abstractExcellent communication (written, oral English and listening), and customer service skillsAbility to lead and motivate others, excellent interpersonal skills to support the building of strong relationships with diverse groups of peopleStrong problem resolution skills and conflict resolution skills to resolve issuesExperience forecasting and budgeting for a functional area within a propertyExcellent knowledge of health and safety regulationsIntermediate accounting and budgeting skillsIntermediate level in the use of MS Office SuiteExperience in discussing performance issues with team members and providing direct and honest feedback when discussing career advancement and leading performance expectationsAware of and understands how all areas of the business interact and how own area impacts and is impacted by other areasUnderstanding of legislation and regulations (i.e., WCB, employment standards, collective agreement) as they apply to own areaAbility to speak/understand a second language an assetExemplifies Coast's core values and enjoys working in a culture of accountabilityAble to work a flexible schedule, which includes evenings, weekends, holidays and overnight shifts when required

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