Front Office Manager

  • Rundlestone Lodge
  • Feb 21, 2020
Full time Management

Job Description

We are looking for a professional, experienced and long-term candidate to lead and manage our Front Desk and Reservations team. The main duties include but are not limited to:

  • Responsible for hiring, training, motivating and monitoring front office staff so that they perform to the best of their abilities.
  • Maintaining a culture of exceptional customer service and accurate, detail-oriented front office administration.
  • Communicating effectively with guests, staff and third parties.
  • Helping to establish, enforce and communicate hotel policies and departmental procedures in accordance with all applicable regulations and legislation.
  • Ensuring all guest complaints and concerns are documented and resolved in a timely manner, thus ensuring guest satisfaction.  Responding to online reviews and following up with appropriate departments to prevent reoccurrences and improve standards.
  • Assisting in the preparation of annual business plans, marketing plans and budgets.
  • Monitoring availability and maintaining Extranet systems to maximize revenue and ADR for the property.
  • Monitoring all City Ledger accounts: invoicing, chasing and processing payments in a timely fashion.
  • Assisting with group sales: processing enquiries, contracting, pre-stay administration, hosting various groups, conferences and functions.
  • Complying with labour budget through the close management of departmental scheduling, whilst ensuring all shifts are adequately covered.
  • Complying with expense budget whilst monitoring and managing front desk and office supplies.
  • Processing departmental payroll and handling HR matters for departmental staff.
  • Participating in committees and conferences and leading departmental meetings as required.
  • Organizing and maintaining front office records and equipment in accordance with hotel policies and ensuring compliance with any applicable legislation.
  • Ensuring front office staff are trained in emergency situations and procedures. Leading by example in dealing with such circumstances.

Advantages of working with us:

  • A long-term and stable management team which is committed to providing the necessary support to department heads.
  • Fantastic team environment.
  • Health benefits after three months.
  • On-call allowance.
  • Health spending account.
  • Additional bonus structure.
  • Access to on-site gym, pool and hot tub facilities.
  • Discounts at our on-site restaurant.
  • Free hotel stays.
  • Guaranteed hours all year round.
  • Opportunities for advancement to other roles.
  • Free canoe pass.
  • Subsidized ski passes.
  • Organized staff events.

Candidate Requirements:

  • Minimum 2 years’ experience in Front Office Management.
  • Willing to commit to a minimum of 2 years.
  • Excellent knowledge of tourism industry with strong business acumen and exceptional attention to detail.
  • Proven leadership skills and a commitment to upholding the highest standards in customer service.
  • Organized and results oriented with proven time management skills and the ability to work under pressure.
  • Effective organizational, written and verbal communication skills.
  • Knowledge of hotel safety and security standards and a demonstrable commitment to ensuring a safe work environment.
  • Well-developed knowledge of front office and hotel operations.
  • Experience with roomMaster is an advantage.
  • Experience working with budgets.
  • Inventory management experience an asset.
  • Proven performance management and conflict resolution skills.
  • Ability to make decisions with only general policies and procedures available for guidance.
  • Experience with hotel property management systems and proficient in other assorted computer programmes, including Microsoft Office.
  • Have high personal standards to ensure that service and product delivery are maintained in a friendly and courteous, service-oriented fashion.
  • A good sense of humour and an ability to deal with stressful situations in a calm and positive manner.