FRONT OFFICE MANAGER
Role Profile
DEPARTMENT: Front Office
REPORTS TO : Rooms Division Manager
JOB SUMMARY
The Front Office Manager is responsible for leading the front office team by providing attentive, courteous, and efficient service to all guests, prior to arrival and throughout their stay, while maximizing room revenue and occupancy. They will be responsible to guide the Front Desk in achieving our strategic directions through continual focus and reference to these strategies and our vision. The Front Desk Manager also serves as a resource to the overall operations of the hotel by providing assistance and direction as needed and may be required to work split shifts, evenings, weekends and public holidays.
QUALIFICATION STANDARDS
Education and Experience:
- High school diploma or Equivalent required.
- At least 2 to 3 years of progressive experience in a hotel or related field required.
- College course work in related field helpful.
- Previous Front Office supervisory/management preferred.
Physical requirements:
- Flexible and long hours sometimes required.
- Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
- Ability to stand during entire shift.
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Psychological requirements:
- Must be able to convey information and ideas clearly.
- Must be able to evaluate and select among alternative courses of action quickly and accurately.
- Must be able to multi task and delegate.
- Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity.
- Must routinely meet deadlines.
- Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
- Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need.
- Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
- Must be able to work with and understand financial information and data, and basic arithmetic functions.
DUTIES AND FUNCTIONS
Essential:
- Must adhere to hotel grooming standards and present themselves at the start of each shift in a clean and pressed uniform with name badge displayed.
- Must keep office and storage areas neat and tidy at all times.
- Strong & effective communication with all other departments.
- Responsible for Time & Attendance system for employees including verifying hours worked, missed punch times, and schedule input.
- Approach all encounters with guests and ambassadors in a friendly, service-oriented manner, while employing the coast values and brand standards.
- Maintain regular attendance in compliance with Calgary Plaza Hotel, as required by scheduling which will vary according to the needs of the hotel.
- Comply at all times with Calgary Plaza Hotel standards and regulations to encourage safe and efficient hotel operations.
- Maintain a friendly and warm demeanor at all times.
- Ensure that employees are at all times attentive, friendly, helpful and courteous to all guests, managers and fellow employees.
- Ensures that all Front Desk, Concierge and Reservations policies and procedures are adhered.
- Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
- Monitor all VIP and special guest requests.
- Review Front Office/Duty Manager logs daily
- Fully comprehend and operate all relevant aspects of the front office computer and PMS system.
- Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
- Be aware of all rates, packages, and promotions currently underway both at property level and through BW
- Be familiar with all in-house groups and prepare for group arrivals.
- Be aware of all closed out and restricted dates.
- Follow and enforce all Calgary Plaza Hotel credit policies.
- Be able to complete and ensure that a proper bucket check, room rate verification report, and housekeeping report have been accurately done and filed to all departments concerned.
- Establish and maintain good communications and teamwork with fellow employees and other departments within the hotel.
- Ensure that employees are following and maintaining standards (i.e., answering phones, callbacks to guests, guest request log).
- Have knowledge of and assist in all emergency procedures as required.
- Oversee and ensure that all guests are checked in/out in a friendly, efficient and courteous manner.
- Supervise other employees to ensure accuracy of work
- Be able to perform, complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.
- Responsible for issued house bank.
- Be able to perform all duties of Front Desk Agent, Night Auditor and Duty Manager.
- Run reports in a timely manner and relay necessary information to affected departments and individuals.
- Monitor key control to maintain hotel security.
- Answer all guest inquiries in a timely and professional nature.
- Be involved in departmental meeting, planning and execution.
- Maintain productivity levels at or above budgeted standards.
- Lead training and cross training of new hires and current employees on a regular basis.
- Attend meetings/training as required by management.
- Attend hotel revenue management planning.
- Maintain the Front Office & Shuttle schedule.
- Oversee hotel shuttle operations and ensure compliance of governement regulations.
- Take Front Office inventory levels and complete orders as required.
- Be aware of all rooms out of inventory/order.
- Perform all duties and adhere to all policies assigned by Management
- Creates an environment that allows colleagues to achieve job fulfillment and provides a path for career development in coordination with Human Resources.
- Take an active leadership role in Health & Safety committee.
- Conduct Front Office staff performance evaluations on a timely basis, including corrective action and coaching. Directly influences the future effectiveness of the hotel through involvement in recruitment, hiring, training & motivation of Front Office colleagues
Job Types: Full-time, Permanent
Pay: $50,000.00-$55,000.00 per year
Benefits:
- Dental care
- Extended health care
- Life insurance
- On-site parking
- RRSP match
- Vision care
Flexible language requirement:
Experience:
- Hotel Front Desk of at least 150 rooms: 2 years (preferred)
- Best Western Hotels: 1 year (preferred)
- Opera PMS: 1 year (preferred)
Work Location: In person
