Job Description

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POSITION SUMMARY

Under the general guidance of the Director of Rooms, the Front Office Manager is a hands-on leadership position responsible for managing the successful operation of the Front Office, ensuring all standards established by the Hotel are met or exceeded. This position requires exercising judgment, setting priorities, and scheduling the Front Desk operation to meet the requirements and align with budget and labour costs. In addition, this position will oversee all areas of the hotel operation without senior management. Making effective decisions by using sound judgment in guest-related situations will be required.





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KEY RESPONSIBILITIES

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The key responsibilities of the Front Office Manager include, but are not limited to:

Lead and direct the Front Office team to ensure the smooth operation of the Front Office functions.

Assists with check-ins and check-outs at the front desk where necessary; ensures that the front office team provides quality service to all hotel guests

Leads the Front Office team to respond quickly to business fluctuations and can maintain budgetary guidelines using judgment and discretion; effectively manages room inventory to maximize revenues, drives upsell programs and contributes ideas for revenue enhancement. Oversees all areas of the hotel operation in the absence of senior management, acting upon urgent issues as required and reporting observations to the Division Head where applicable. Hold regular quarterly department meetings; responsible for establishing department objectives, policies and procedures, designed to provide service levels which exceed the expectations of both internal departments and guests. Attends various meetings and hotel functions related to the Front Office function in lieu of the Rooms Division Manager. Participates in recruitment, selection, training and performance management of all Front Office associates; acts as a resource to associates. Monitors work hours, scheduling and vacation planning of Front Office associates while adhering to budgeted labour costs based on hotel occupancy and work volumes. Proactively builds strong relationships with all departments in the hotel, particularly with departments where operational functions interrelate (i.e. Pacific Club, Housekeeping, Maintenance, Bell Services). Works with Security and other departments to ensure the safety of associates and guests in emergency situations. Able to work in other areas of the Rooms Division as directed by the Director of Rooms. Performs other related duties and special projects as assigned.
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COMPETENCY PROFILE

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Attributes

Achievement Oriented

- sets standards of excellence for work to be completed and is not deterred by challenges.

Attention to detail -

Able to maintain a sustained concentration level in a high-pressure environment, ensuring quality of work is consistently delivered by team members.

Service Orientation

- Displays a commitment to quality guest service at all times, values the supplying of accurate and timely information and relates to people from diverse backgrounds and continually strives for improvement.

Professionalism

- Regulates own behaviour, understanding the hotel culture and acts appropriately in the execution of duties.

Decisiveness

-Proven consistency in making sound decisions, sometimes in pressurized or time-sensitive environments and service.

Flexibility

- Demonstrated ability to be adaptive and accepting of new ideas, and a willingness to approach new challenges and adjust plans to meet new priorities; able to manage multiple priorities and tasks in the regular course of work.

Skills

Leadership

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Leads by example in behaving in an honest and trustworthy manner; treats others fairly; builds strong and trusting relationships with others; practices open communication.

Resource Management

- Possess the ability to plan and organize others to ensure the timely completion of tasks and to manage and support others to succeed in their roles; ensures the effective and efficient use of resources are in line with budget and forecast, whether human, financial, or material.

Conflict Management -

Defuses difficult situations by being assertive; facilitates discussions between parties to explore differences and help find common ground; uses tactful approach to work with others to identify solutions to emerging conflicts and or issues.

Team

Building

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Promotes team achievement, contributes to the development and success of department objectives; supports and encourages team members; is respectful, actively listens to and seeks out opinions and ideas from the team.

Interactive Communication -

Adapts content, style, tone and medium of communication to suit the target audience's language and level of understanding; takes others' perspectives into account when communicating or presenting information; facilitates open communication and information exchange.

Developing Others -

Supports individual development and improvement by providing effective performance feedback and support, reinforcing strengths and identifying areas for improvement and ways to improve performance and competence; encourages staff to develop and apply their skills; provides positive comments regarding others' abilities or potential, even in difficult cases; creates mentoring opportunities.

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PHYSICAL DEMANDS

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Must be able to stand for long periods of time

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As verbal communication and observation between associates occur frequently, hearing and seeing are essential to the incumbent and their work colleague's safety.

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Must be able to work for long periods of time where a high level of concentration is required.

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DECISION MAKING AUTHORITY

This position has the full authority to make decisions as it relates to:


Scheduling of labour to meet operational requirements, including the reduction of shifts.


Authorizing vacation and other leave requests.


Incumbent must provide and wear non-slip rubber soles, enclosed shoes in accordance with Company Policy.


Conduct and issue Performance Improvement Notices up to First Written Warning.


Immediately suspend an Associate for serious misconduct within the guidelines of Company Policy.

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SELECTION CRITERIA

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Qualifications and Technical Experience

Candidate must have a minimum of 3 - 5 years of progressive supervisory and/or management experience in a large-scale rooms operation.


Experience as a Front Office Manager in a luxury hotel preferred.


Computer Skills - Demonstrated ability with regard to computer skills, including experience using hotel booking programs, preference given to candidates with knowledge of Opera property management system.


Working knowledge of the Innkeepers Act and Privacy Act.


Diploma /degree in Hospitality management preferred.


Has a history of demonstrating confidentiality and tact in business/personnel situations with excellent oral & written communication and interpersonal skills.


Is knowledgeable with the safety component of associates & guests during emergencies; First Aid Certificate and knowledge of fire, life and safe procedures an asset.

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PHYSICAL DEMANDS

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Must be able to stand for long periods of time.

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As verbal communication and observation between associates occur frequently, the ability to hear and see is essential to the incumbent and their work colleague's safety.

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Must be able to work for long periods of time where a high level of concentration is required.

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DECISION MAKING AUTHORITY

This position has the full authority to make decisions as it relates to:


Scheduling labour to meet operational requirements, including reducing shifts.


Guest room and Suite upgrades.


Room rate reductions, complimentary meals or taxi fares as compensation for relevant/related incidents.


Guest compensation up to $500 per instance where the situation warrants.


Relocation of guests on oversold nights and paying for accommodations and transfers by taxi.


Assist in the eviction of guests from guest rooms or F&B outlets if needed.