Front Office Manager

Job Description:

Manage all front office operations, ensuring the highest standards of guest service and employee satisfaction while contributing to hotel financial goals. Key responsibilities include:

• Leading the front office team with a hands-on approach to service and providing necessary on-the-job training.
• Overseeing all aspects of front office operations, including the Front Desk, Concierge, Bell Desk, reservations, and PBX.
• Monitoring guest experiences through floor observation, guest surveys, and opportunity logs to ensure full engagement and conducting daily audits.
• Cultivating a work environment that prioritizes exceptional employee experiences.
• Ensuring adherence to financial and information security processes to facilitate successful audits and minimize losses.
• Collaborating with loss prevention to train the team in safety procedures and prioritize guest safety.
• Establishing processes for comprehensive employee training from onboarding to annual re-certifications.
• Leading and participating in daily lineups, departmental meetings, and training sessions as needed.
• Providing coaching and counseling to employees when necessary, using appropriate documentation and techniques.
• Creating and reviewing weekly schedules based on operational needs.
• Collaborating with the Director of Front Office on payroll, purchasing, inventories, and other front-of-house projects while adhering to budgetary guidelines.

Qualifications:

• Minimum of 2 years of front-of-house management experience in a luxury or lifestyle hotel/resort.
• Preferred degree in Hospitality Management.
• Proficiency in Opera and a strong understanding of reservations.
• Preferred experience with HotSOS, Alice, and Kipsu.
• Proficiency in Microsoft Office.
• Experience in hiring and coaching team members.
• Experience with purchasing systems/processes and chequebook management.
• Flexibility to work evenings, weekends, and holidays as needed.
• Ability to lift 30 pounds.