Front Office Manager

Job summary

The Front Office Manager directs and controls daily hotel operations, including guest services, staff management, and adherence to brand standards. They also assist the General Manager with financial planning, revenue maximization, and the implementation of operational improvements.

Job details

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 unrivaled opportunities and invaluable exposure to Canada’s largest independently-owned and operated hotel portfolio. 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 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. * Assist 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. * Assist the 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 the 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: * 2+ years experience in a similar supervisory/leadership role * Excellent verbal and written communication skills * Accuracy and attention to detail * Strong interpersonal and problem-solving abilities * Service focused personality with the ability to lead by example * Computer-savvy * Experience with property management systems are an asset * Preference will be given to Choice Advantage PMS systems experience * Well organized self-starter * Results-oriented with the ability to be flexible and work well under pressure * A degree or diploma in Hospitality Management is an asset * Night Audit experience an asset * Must be available to work days, evenings, weekends, and holidays. 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.

What you’ll do

The Front Office Manager directs and controls daily hotel operations, including guest services, staff management, and adherence to brand standards. They also assist the General Manager with financial planning, revenue maximization, and the implementation of operational improvements.

Requirements

Candidates should have at least 2 years of supervisory experience in a hospitality setting and strong communication and problem-solving abilities. A degree or diploma in Hospitality Management and experience with property management systems are considered assets.

Listed skills

• Customer service · Preferred
• Problem solving · Preferred
• Leadership · Preferred
• Attention to detail · Preferred
• Financial planning · Preferred
• Communication Skills · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Front office management
• Staff training
• Financial planning
• Operational planning
• Yield management
• Property management systems
• Guest satisfaction
• Conflict resolution
• Revenue management
• Payroll analysis
• Emergency procedures
• Leadership
• Communication skills
• Problem-solving
• Attention to detail
• Customer service
• Self-Starter
• Hotel Operations
• Professionalism
• Hotel Accounting
• Curiosity
• Technology Solutions
• Accounts Receivable
• Auditing
• Management
• Business Planning
• Investments
• Decision Making
• Customer Service
• Communication
• Cooperation
• Cost Reduction
• Credit Control
• Personalized Service
• Emergency Procedures
• Sales
• Financial Statements
• Forecasting
• Front Office
• Marketing
• Problem Solving
• Operations
• Property Management Systems
• Quality Management
• Hospitality Management
• Yield Management
• Reservations
• Customer Complaint Resolution
• Detail Oriented

Job areas

• Hospitality
• Management & Leadership
• Customer Service & Support
• Finance & Accounting
• Administrative
• Front Office Manager
• Office Manager (General)
• Office Supervisors
• First-Line Supervisors of Office and Administrative Support Workers