Job Description

Reports to:

Hotel Manager

Compensation:

We offer a competitive wage plus excellent gratuity potential and fuel allowance for non-residence.

Position Summary

We are seeking a highly organized and proactive Front Office Manager to oversee the daily operations of our front office. This role is essential in ensuring a smooth and efficient workflow while providing exceptional customer service and ensuring excellence in guest experience. The ideal candidate will possess strong administrative skills, proficiency in various office software, the ability to manage multiple tasks effectively, and supporting all aspects of the Front Desk operations including Night Audit, employee relations and training. Bilingual candidates are encouraged to apply, as communication with diverse clientele is a key aspect of this position.

Key

Accountablilities

Management of Front Desk Operations

Runs and reviews critical information contained in hotel operations reports. Manages the functions, Front Desk, Night Audit and Guest Services operations. Temporarily supervises all areas of the Hotel Operations department in the absence of the Hotel Manager. Supports Hotel Manager in achieving Room Revenue targets. Helps manage OTA accounts, opening and closing OTA availability as required Operates all department equipment as necessary and reporting malfunctions. Understands and complies with loss prevention policies and procedures. Supervises same day selling procedures to maximize room revenue and property occupancy. Verifies accuracy of room rates to maximize revenue opportunities Participates in the management of departmental controllable expenses to achieve or exceed budgeted goals. Understands the impact of Room Operations on the overall property financial goals and objectives.

Night Audit

Ensure the Night Audit function is operated accurately and efficiently Understands all aspects of the Night Audit Function and can train staff Liaises with Accounting department to resolve any Night Audit issues and use as a resource for support.

Managing the Guest Experience

Participates as needed in the investigation of employee and guest accidents. Sets a positive example for guest relations. Interacts with guests to obtain feedback on product quality and service levels; effectively responding to and handles guest problems and complaints seeking assistance from supervisor as necessary. Assists in the review of comment cards and guest satisfaction results with employees.

Conducting Human Resources Activities

Trains staff and monitoring adherence to all relevant policies and procedures. Ensures Standard Operation Procedures (SOP's)are current and updated on regular basis and as needed created to address gaps in operations. Participates in department meetings and continually communicating a clear and consistent message regarding the Room Operations goals to produce desired results. Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met. Helps to train employees in safety procedures and supervises their ability to execute departmental and property emergency procedures. Observes service behaviors of employees and providing feedback to individuals; continuously striving to improve service performance. Empowers employees to provide excellent customer service within guidelines. Participates in the hiring process of Front Desk employee team members with the appropriate skills.

Education and Qualifications

Requirements

Proven experience in hotel management or front office operations Strong customer service and guest relations skills Proficiency in handling multi-line phone systems Knowledge of hospitality industry standards and practices Ability to communicate effectively; multilingual or bilingual skills are a plus Excellent phone etiquette and interpersonal skills Experience customer service; 3 years (preferred)

Ability to commute/relocate

Kananaskis, AB: reliably commute or plan to relocate before starting work (preferred)

Job Types: Full-time, Permanent

Pay: $55,000.00-$60,000.00 per year

Benefits:

Dental care Disability insurance Discounted or free food Extended health care Life insurance On-site parking Vision care
Ability to commute/relocate:

Morley, AB: reliably commute or plan to relocate before starting work (required)
Experience:

Customer Service: 3 years (required)
Work Location: In person