Front Office Manager

Job Summary

Under the direction of Director, Front Office, the incumbent is responsible for the successful management and participating in the day-to-day operation of guest relations, PBX and Front Office: carries out reporting, trains and supervises new staff. In turn maintaining high standards of quality, profitability and ensuring guest and employee satisfaction.

Major Duties and Responsibilities

• Monitor and check the quality of customer service at the front desk and PBX; resolve complaints and evaluate patterns or trends in customer complaints in order to plan corrective actions.
• Supervises all aspects of the Front Office/Guest Services (Night Audit, Guest Services and Reservations). Assist in the operation of all departments.
• Ensures brand standards are maintained at all times, while maintaining a professional and supervisory demeanor at all times setting an example of leadership for all staff. 
• Monitors and maintains the Front Office, guest accounting and reservations in order to consistently meet company standards and achieve a high level of guest satisfaction.
• Responsible for the supervision, recruitment, selection, training and development of Guest Services personnel, to ensure their tasks are performed efficiently. Instructs and trains staff to follow safe working practices. 
• Estimate staffing level requirements based on customer counts, business trends, special events, etc.; make up and/or check over weekly schedules and adjust staff size to maximize productivity without sacrificing customer service; monitor attendance; balance employee payroll.
• Coaches and develops skills of all front office staff to the best of their potential.  Assure outstanding Guest Experience.
• Ensures application of credit policies, controls and handling of financial transactions. 
• Recommends, develops and implements staff incentives designed to increase revenues. 
• Ensures that staff is fully knowledgeable on all hotel facilities, daily functions, current hotel promotions, as well as local activities within the city. 
• Schedules and trains Managers on Duty, to represent Management during irregular business hours. 
• Act on guest feedback and ensure that corrective action is taken in order to ensure 100% guest satisfaction.        To promote a Service Empowerment Philosophy within the team and the hotel.
• Implement & maintain all company policies & procedures. 
• Maintain professional appearance according to company standards and ensure that appearance standards are maintained by all employees.
• Maintain good communication within hotel and department; conduct and facilitate effective meetings; prepare correspondence, instructions, etc.
• Be familiar and able to perform duties on all shifts, including Night Audit and PBX.
• Manager on Duty shifts are required. Oversee day-to-day operations. 
• Must be available days, evenings, weekend and holidays. 
• Duties associated with Front Office Manager Position including but not limited to the above.
• Assists other Front Desk Personnel when need.
• Perform all other duties as assigned by management.

Minimum Qualifications and Skills

• 2-3 years of supervisor experience in a guest service environment. 
• Hotel or post-secondary degree/diploma an asset.
• Ability to work effectively with independently and as part of a team.  
• Ability to interpret and explain company policies and procedures to others.  
• Excellent organizational, written and oral communication.
• Ability to deal with all levels of management and staff in a professional manner.
• Keep central reservations updated on hotel facilities/special promotions to maximize revenues.
• Must be a self-starter, able to work under pressure with the ability to meet deadlines.
• Accuracy and attention to detail skills. Proven leadership qualities.
• Night audit experience an asset.
• Proficient/familiarity with Opera would be an asset.

Physical Effort

• Ability to stand and move throughout front office and continuously performs essential job functions.
• Standing 95% of shift
• Lifting up to 25 pounds maximum.
• Occasional twisting, bending, stooping, reaching, standing, walking.
• Frequent talking, hearing, seeing and smiling.