Front Office Manager

GENERAL SUMMARY:

The Front Office Manager is responsible for ensuring the smooth, efficient, and personalized operation of the guest experience at the front desk. This role involves supervising the front desk team to consistently deliver exceptional guest satisfaction while assisting in the management of operations across key areas of the rooms department, including Pool, Maintenance, and Housekeeping. The Front Office Manager plays a key role in enhancing both guest and associate engagement, as well as driving the department's financial performance. Additionally, the position involves monitoring compliance with brand standards and procedures, leading a specific team, and supporting the achievement of property-wide objectives.

Education and Experience

• High school diploma or Certificate in Hospitality Management; 3 years’ experience in the guest services, front desk, housekeeping, or related professional area.

OR

• 2-year degree from an accredited university or college in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years’ experience in the guest services, front desk, housekeeping, or related professional area.

Preferred:

• Front office experience in limited or full-service property with major hotel brand (Marriott / Hilton / Accor / IHG / Hyatt)

• Excellent knowledge and understanding of all Front Desk policies and procedures

• Ability and willingness to work flexible hours including weekends, holidays, and late nights

• Capability to communicate and write in both English and French

• Excellent interpersonal and communication skills, with a passion for guest satisfaction

• Experience in pre-opening and hotel opening (an asset)

• Knowledge of FOSSE/LIGHTSPEED, Marriott GXP, Employeur D, Adaco, Microsoft Office Suite (an asset)

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Ensure that the Front Office standards of service are always upheld and meet/exceed the GSS scores.

• Ensure a consistent guest satisfaction and overall personalized experience at the hotel.

• Lead by example: Provide inspired service and personalized hospitality toward all customers.

• Ensure good communication between the departments.

• Strictly follow bank-out procedures and cash handling procedures.

• Train and develop associates to the highest possible extent. Ensure that daily training is provided for technical, hospitality, communication, management, and organizational skills.

• Ensure that recognition programs for both guest and associates are in place and performing.

• Use personalized service principles to make decisions leading towards total customer satisfaction.

• 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 down time.

• Initiate monthly meetings in the department. Attend associate meetings and operations meetings.

• Be highly visible during peak times and extraordinary events.

• Be informed about daily operations and events.

• Know all frequent customers and be familiar with their special requests. Ensure that their needs are met.

• Conduct audit and controls on a regular basis. Communicate with Accounting in case of irregularities. Coach and counsel associates whenever appropriate.

• Manages and oversees the AC Market operations, ensuring smooth and efficient functioning.

• Ensure that all associates are adhering to hotel policies, standards, procedures and regulations.

• Be knowledgeable about all emergency plans and know how to act upon them.

• Report on any unusual occurrences immediately to the General Manager.

• Maintain safety by adhering to safest policies, being responsible for reporting all accidents immediately. Support all safety programs. Ensure proper safety instructions are given before operating any equipment.

• Verifies that goals shared with the team as they relate to guest tracking and productivity.

• Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.

• Understands associate and guest satisfaction results and developing game plans to address need areas and expand on the strengths.

• Leads by example demonstrating self-confidence, energy and enthusiasm.

• Assists associates in understanding guests’ ever-changing needs and expectations and exceeding them.

Managing and Monitoring Activities that Affect the Guest Experience

• Teaches and executes the Marriott Bonvoy principals to ensure each guest feel appreciated. 

• Understands and lives the brand's service culture.

• Provides excellent customer service by being readily available / approachable for all guests.

• Takes proactive approaches when dealing with guest concerns.

• Responds timely to customer service department request.

• Verifies that all team members meet or exceed all hospitality requirements.

• Publishes guest satisfaction results in a timely fashion including guest satisfaction forms, comment cards and guest letters.

Conducting People Resources Activities

• Responsible for hiring, training and development of all associates working for the front office.

• Interviews and assists in making hiring decisions.

• Verifies that orientations for new team members are thorough and completed in a timely fashion.

• Solicits associate feedback, utilizes an “open door” policy, and reviews associate satisfaction results to identify and address problems or concerns.

• Verifies policies are applied fairly, disciplinary procedures and documentation is completed according to (SOPs).

• Celebrates successes and publicly recognizes the contributions of team members.

• Takes pro-active approaches when dealing with associate concerns.

• Meets semi-annually with staff on a one-to-one basis.

• Performs other duties, as assigned, to meet business needs.

Managing Profitability

• Assists in performing required annual Quality audit with General Manager (GM) & Regional Director (RD).

• Verifies that a viable key control program is in place.

• Reviews financial statements and other performance data to measure productivity and goal achievement and to determine areas needing improvement.

• Control costs effectively to meet budgeted guidelines. Have a control system in place for all controllable costs and resource hours.