Front Office Manager

THE OPPORTUNITY:

FRONT OFFICE MANAGER

REPORTS TO GENERAL MANAGER

THE ROLE:

The Front Office Manager position is generally responsible to manage all aspects of the department including but not limited to operations, planning, budgeting, staffing and payroll in accordance with hotel policies and procedures. The incumbent is expected to provide leadership and support to all members of the Front Office team, implements and ensure compliance with Brand and Company standards in all areas supervised.

ACTIVITIES:

The duties and responsibilities for the Front Office Manager include, but are not limited to the following:

• Direct and control the activities of the Front Office, Guest Activities, and to ensure adherence to brand & Company standards, policies and procedures


• Ensure that qualified personnel are selected, hired and trained in all areas of responsibility while being well informed of department objectives and policies.


• Ensure the proper image is being maintained by all Team Members with respect to grooming and uniform standards.


• Participates in the development of short-term and long-term financial and operational plans for the hotel which support the overall objectives of the Company.


• Assists General Manager with the execution of marketing, sales, and operational activities, producing results that meet or exceed the hotel’s business plan.


• Maintains reservations systems such as Yield Management System and Property Management System.


• Assists General Manager with the monitoring of the performance of the hotel through verification and analysis of guest satisfaction systems and financial reports. Suggests and implements corrective actions.


• Maintains product and service quality standards by conducting ongoing evaluations and investigating complaints. Suggests and implements corrective actions.


• Creates an operating environment that assures consistent guest satisfaction. Ensures proper handling of guest complaints.


• Ensures implementation of appropriate technology solutions to increase customer service and hotel revenues.


• Participate in the preparation of forecasts; to work closely with the Front Office Team, General Manager and Sales to maximize occupancy, rate and revenue. Keeps all departments notified of any fluctuations in business levels, special guests, groups, etc.


• Establish and maintain close working relationships with all departments of the hotel to ensure maximum cooperation, guest service, morale, and productivity.


• Develop relationships with clients, return guests, group contacts etc. to provide maximum personalized guest service.


• Develop best practices for improvements in overall operations with an emphasis on increasing guest satisfaction, revenues as well as cost reduction.


• Monitor and analyze the Front Office payroll to ensure maximum hotel effectiveness towards guest services while realizing full profit potential.


• Display a high degree of professionalism and integrity at all times.


• Respond properly and take a supervisory role in any hotel emergency or safety situation, as well as ensure the proper control and communication of the emergency procedures to the Rooms department.


• Understands the government regulations affecting hotel operations, ensuring hotel is operated in compliance with all applicable laws, ordinances, regulations, and requirements of any federal, provincial or municipal authority.


• Ensures good safety practices of employees and guests, assisting in the maintenance of proper emergency and security procedures.


• As required of all hotel associates, assists any guest or potential guest in a prompt, courteous, friendly, and helpful manner at all times.


• Fulfills Manager On Duty Shifts as well as Breakfast/Lobby Ambassador Shifts.


• Maintains correct procedures for hotel accounting, credit control and handling of financial transactions while directly responsible for championing Accounts Receivable function.


• Supports and assists the General Manager with duties and responsibilities in times of absence.

COMPETENCIES WE ARE SEEKING:

• Proven track record in revenue management, exceeding market share and sales targets.


• Must be a results oriented, hands-on leader with high ethics, personal accountability and a proven track record of being an exceptional communicator, coach and mentor to ensure high performance and superior customer service delivery.


• Must be able to delegate responsibilities, organize projects, and establish priorities consistent with hotel objectives.


• Experience with Choice Advantage Property Management System preferred, but will train successful candidate


• Detail oriented

InnVest Hotels is an inclusive employer. As such, we welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. We appreciate all applications, however only those applicants selected for an interview will be contacted.

THE COMPANY:

Passion Drives Performance. InnVest succeeds because our people love what we do. Our entire team shares a deep-rooted passion for the world of hospitality & travel that extends far beyond the walls of our offices and locations.

Our company culture is built on collaboration. A nimble team where everyone has a voice at the table and an opportunity to pursue their passions. Our skillsets are as diverse as our portfolio, but we all have a singular focus: a belief that partnerships deliver the best results, an entrepreneurial approach to decision making, respect for others, a strong sense of integrity and a curiosity to challenge the status quo.

With over 100 hotels in our portfolio, representing 18 internationally recognized hotel brands, InnVest is the largest independent owner of hotels in Canada. In addition, our management team oversees the day-to-day activities of almost 90 hotels also making InnVest the largest independent operator of hotels in Canada. InnVest’s portfolio is geographically diverse with hotels from Vancouver, BC to Corner Brook, NL but also experientially diverse from roadside inns to luxury urban properties.

At InnVest, our mission is simple – to deliver outstanding guest experiences and superior returns on quality hospitality investment. A career at InnVest will provide you with unrivalled opportunities and invaluable exposure to Canada’s largest independently-owned and operated hotel portfolio.