Job Description

Front Office Manager

We are seeking a responsible, experienced front office manager to join our growing organization. In this position, you will be responsible for supervising the support staff, managing all front-end duties, and providing excellent customer service to our guests. As the first face our Guests and Clients see when they enter our establishment, you must be friendly, informative, and welcoming to Guests, and be able to handle questions, complaints, reservations, and bookkeeping.

Front Office Manager Duties and Responsibilities

Assign tasks and ensure all staff positions are covered for the duration of shift

Ensure front desk is covered at all times, covering Front desk and night auditor shifts when needed

Answer phone inquiries, and direct calls and provide information and guidance

. Ensure all chat requests initiated by Marriott Bonvoy guests are answered in a timely manner.

. Ensure all Marriott initiatives are adopted by all staff including Bonvoy guest enrollments, chat requests, and mobile key requests.

Oversee and manage the front desk and night auditor staff and others as designated

Address complaints and requests with exceptional customer service skills

Recruit and train new employees

Monitor front desk and ensure all employees provide the expected service and brand standards policies

. Ensure that Marriott scores criteria are met.

. Ensure that all Marriott Brand Standards are met and followed by all staff.

Create, organize, and maintain schedules for all employees

Provide training for all front desk employees, ensuring that the Marriott systems and controls are in place

Perform bookkeeping, reservations, and clerical duties

Assist in planning company events, meetings, luncheons, and employee team-building activities or special projects as needed

Front Office Manager Requirements and Qualifications

High school degree or equivalent; bachelor's degree or certification in management in a related field preferred

2+ years of previous experience as a front office manager or a related role preferred

Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel)

Solid customer service skills

Excellent leadership, team building, and management skills

Encouraging team and staff; able to mentor and lead

Excellent verbal and written communication skills

In-depth understanding of the industry

Strict adherence to the company philosophy, mission statement, and sales goal

Job Types: Full-time, Permanent

Pay: $48,000.00-$52,000.00 per year

Benefits:

Dental care Extended health care Vision care
Ability to commute/relocate:

Hamilton, ON: reliably commute or plan to relocate before starting work (required)
Experience:

Marriott: 2 years (required) Front Office Manager: 2 years (required)
Work Location: In person