Job Description

Job Title

Front Office Manager

Direct Reports

Operational Services Lead
Operational Support Services
Guest Service Associate Lead
Guest Service Associate
Night Auditor

Job Profile

The Front Office Manager leads the direction of the daily operations of the guest services team. The position demonstrates the ability to manage under pressure, meet deadlines, and have a strong background in hospitality industry. Working a variety of shifts during the week, Front Office Manager works as a hands-on manager leading the team as they strive to meet or exceed guest expectations and Delta standards.

Duties and Responsibilities

Embodies a forward-moving, highly collaborative, fully accountable and inspired vertical mindset

Actively promotes a vertical mindset in the work place

Leads by example through the representation of our core values: Genuine, Passionate and Collaborative.

Lead the Guest Services team in achieving or exceeding Delta standards and delivering consistent outstanding service

Participates in the interview, orientation and training of new associates

Reviews daily labor reports, address discrepancies and seek efficiencies

Approves weekly work schedules for all direct reports

Conducts coaching and performance development reviews of all direct reports and completes documents as required

Conduct and lead productive staff meetings as agreed with Director of Operations

Reviews and provides approval/denial of vacation requests

Be a leader on the hotel management team and work effectively with other managers and employees in delivering desired hotel results for service, financial performance and image

Champions guest service feedback i.e. trip advisor reviews

Is present in the lobby while guests are checking in and checking out

Reviews and inspects all property including guest and function rooms

Monitor Guest Folio and other feedback websites; make sure all information on hotel is being kept up to date, accurate and positive

Review arrival reports and VIP's to ensure that all procedures are followed

Conduct regular room inspections to ensure all standards are being up held

Manage the group stay process; organizing, welcoming and the departure process

Strong working knowledge of all computer applications such as word, excel, and other office equipment

Experience working with and continuous improvement of Opera transactions

Resolve guest inquiries and concerns with professionalism to the point of 100% satisfaction

Adhere to Health & Safety policy and ensure safe work practices all followed

Act as an ambassador for the hotel in and outside of the hotel, carrying the highest level of professionalism.

Performs other duties, as assigned, to meet business needs

Qualifications

Minimum 3 years experience in a supervisory role

Minimum 5 years' experience in the service industry

University Degree an asset. Hotel Management/Hospitality Degree preferred.

Possess a positive attitude and works well with other team members

Passionate about team and guest interaction

Excellent interpersonal, communication and organizational skills

Strong motivation for continuous improvement

Excellent attention to detail

Must have effective time management skills and be able to work in a fast-paced environment with multiple interruptions

Excellent command of the English language - written and verbal. Other languages an asset

Must be familiar and comfortable with standard operations of financial statements

Solid understanding of computers, internet and can adapt to new technology

Have a collaborative mindset to work within a dynamic team

Working conditions

Fast-paced environment

Variety of hours- morning, afternoon, evening, weekends, weekdays, holidays

Standing in a static position for long periods of time (minimum 4 hours at a time)

Physical requirements

Ability to push, pull, reach, bend, stoop and lift to 50 pounds

Ability to stand for long periods of time

Job Type: Full-time

Pay: $49,000.00-$58,000.00 per year

Benefits:

Dental care Extended health care On-site parking
Schedule:

Day shift Evening shift Morning shift Weekends as needed
Work Location: In person

Application deadline: 2025-07-29