Front Office Manager
Front Office Manager
Departments: Front Desk and Guest Services
Reports to: Director of Rooms
Due to local laws, we prioritize applicants who have permission to work in Canada, and it is essential in both English and French, both orally and in writing.
The Four Seasons Hotel Montreal is looking for someone who shares our passion for excellence and seeks to create a memorable experience for our employees and guests. We are looking for a person who has a strong work ethic, a high level of integrity, a concern for quality, a cultural sensitivity and a sense of customer service.
Management role that focuses on supporting the day-to-day operations of the Rooms Division with a focus on the Front Desk and Guest Services. Supporting hourly colleagues and assistant managers to carry out the best guest experience and follow all procedures to maintain the property’s standards. Strives to ensure guest and employee satisfaction and achieve labour efficiency by accurate scheduling in relation to business needs.
Manages scheduling of departments (Front Desk & Guest Services)
Responsible for hiring, training and scheduling of hourly employees and assistant managers;
Conducts Performance Evaluations, Standard testing and performance management;
Conducts Front office and Guest services duties such as:
Coordinate arrivals, departures and billing requirements with Sales and Catering Department;
Block rooms for arrivals and ensures any discrepancies are resolved. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups;
Ensure that all financial and credit procedures are followed. Follows up on credit problems with Department Head and/or Credit Manager. Reviews all paid-outs, rebates, Petty Cash disbursements and Direct Billings. Checks cashiers’ work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements;
Ensure that guest is assigned type of room requested and the correct rate is charged. Arrange for luggage to be delivered to guest rooms.
Monitor and assess revenue opportunities for the hotel, maximize red date conversion and keep team on track to meet upsell goals;
Drive all Key Performance indexes scores relating to service. (LQA, Forbes, Medallia);
Establish training and accountability within the team to achieve high results above benchmarks;
Act in all matters related to the safety, security, satisfaction and wellbeing of hotel guests and employees when senior managers are not available;
Responds swiftly and effectively in any hotel emergency or safety situation;
Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality, confidentiality and professionalism, accommodating special requests whenever possible;
Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone or via other technologies (CHAT);
Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests;
Ensure teams receive relevant and timely pre-shift in order to be successful during their shift;
Ensure ordering is done based on needs and stock shortage;
Ensure property cleanliness at all time with highest hygiene standards in mind and are representative of Four Seasons – across entire property;
Adhere to payroll procedures: Ensure payroll is accurate and payroll package is provided to accounting every payroll week;
Comply with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in the Employee Manual EmPact;
Works harmoniously and professionally with co-workers and managers.
Assists division head with responsibilities and duties in their absence of or due to heavy volume in all areas of the rooms division;
Provides basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service;
Always lead by example and support team members with their needs regarding to training, scheduling or tools to perform their duties.
Desired Qualifications and Skills
College degree preferred.
2-4 Years luxury hotel experience in an operational managerial role.
Experience with computers and knowledge of key front office PMS is a must.
Ability to read, write in French and English. Foreign language is a plus but not required.
Clear managerial, supervisory and leadership skills
Trustworthy and helpful personality to all team members in various departments
Ability to manage a large and diverse group of individuals.
Ability to read and comprehend a departmental budget
Ability to shift gears and into different areas of responsibilities comfortably.
Ability to work in motion, mostly standing, and lift, pull or push loads up to 25kg.
What’s in it for you?
Extended Health Coverage (dental, vision, life insurance, RMT, prescription drugs, etc.).
Discounts at our MARCUS Restaurant and our 5 Star Spa.
Employee themed recognition days and events such as Employee of the month, Service milestone celebrations, birthday events, and more!
Complimentary meal per shift in our employee dining room (Café 1440).
Retirement plan with employer contribution.
Paid time off including sick days, vacation days and 2 additional floating holidays per year.
Excellent training, development, and mobility opportunities.
Employee Travel Program, including complimentary stays at Four Seasons globally (by length of service and subject to availability).
And so much more!
The list of tasks specified above is not exhaustive, the function will require a constant adaptation to situations of high activity and specific management of customer relations.