Front Office Manager

Description

Front Office & Operations

· Demonstrate positive leadership characteristics to inspire Team Members to meet and exceed standards.

· Train & Ensure Team Members have current knowledge of hotel products, services, emergency procedures, pricing, daily events/business and policies, as well as knowledge of the local area.

· Manage day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.

· Conduct daily property walks with careful observations of all areas of the hotel and note as well as take action of any improvements required.

· Conduct routine inspections of the front office and public areas, guest rooms, and take immediate actions to correct any deficiencies.

· Monitor the appearance, standards, and performance of the Front Office Team Members.

· Perform regular coverages on weekdays, weekends and statutory holidays as needed.

· Maintain flexible availability to manipulate days off with respect to occupancy and conference activities.

· Available for after hours calls or texts from front desk team members should there be any urgent questions.

· Aid in the hiring process of new staff to property.

· Conduct daily pre shift meetings and periodic department meetings.

· Maintain good communication and working relationships with all hotel departments.

· Perform data entries on brand/OTA/FIT extranets as required.

· Assist & Evaluate staff performance issues in compliance with company policies and procedures.

· Act in accordance with policies and procedures when working with front of house equipment and property management systems.

· Respond and report on any guest and/or departmental team member injuries, concerns, complaints or incidents.

· Ensure all team members comply with safety policies, emergency procedures and guidelines.

· Handle and resolve any operational emergencies or issues throughout the hotel.

· Check billing and deposit instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.

· Communicate and work closely with the Sales Department concerning group bookings and wholesale FIT.

· Assists Director of Sales & Revenue in training Guest Experience Team on current specials and/or promotions, rate structures and bookable discounts.

· Serve as Manager on Duty.

· Perform other duties as assigned.

Service

· Uphold the highest standard of internal and external customer service by applying our Service Standards at all times.

· Support Team Members in handling guest needs, special requests, and complaints; Apply effective problem-solving skills with the best interests of the company in mind with the goal of ensuring all guest service issues are resolved prior to guest leaving the property.

· Manage, coach, and mentor front office, service express, and night audit team members via positive reinforcements and constructive feedback. Conduct progressive disciplinary process as needed.

· Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement.

· Ensure regular and VIP Guests are recognized and that the Front Office department operates with a sales attitude and promotes the brand as well as the Accor ALL Loyalty Rewards program.

· Manage and respond to all online reviews and conduct corrective measures when necessary.

· Work with Hotel Manager to ensure quality assurance with respect to iAuditor and Accor MGallery standards.

Financial

· Maximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilities.

· Monitor rooms' inventory to assist in maximizing rooms' revenue.

· Participate in the preparation of the annual departmental operating budget and financial plans.

· Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management.

· Oversee and if necessary perform night audit function and preparation of daily financial reports.

· Work with payroll department to ensure accurate entries of timesheets.

· Work with Accounting Assistant to maintain AR and guest ledger balances.

Job Type: Full-time

Pay: From $58,000.00 per year

Additional pay:

• Bonus pay

Benefits:

• Discounted or free food
• Extended health care

Flexible language requirement:

• French not required

Schedule:

• Day shift
• Evening shift
• Monday to Friday
• Morning shift
• Night shift
• Weekends as needed

Ability to commute/relocate:

• Vancouver, BC V6B 6K4: reliably commute or plan to relocate before starting work (required)

Experience:

• Hospitality: 3 years (required)

Work Location: In person

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