Job Description

Front Office Manager supports and coordinates the daily operations of the Rooms Division including Reservations, Front Desk and Housekeeping. This role ensures that guests receive outstanding service, standards are maintained, and communication flows effectively between departments. The ideal candidate is a proactive team leader with strong organizational and guest service skills, capable of stepping in for the Rooms Division Manager when needed.

Key responsibilities

Create, modify, review and confirm reservations through Maestro PMS efficiently and accurately.

Respond to incoming calls and emails, providing exceptional service and maintaining professionalism.

Monitor and respond to OTA Extranets for guest requests.

Respond to online guest reviews, following up on both positive and negative reviews.

Respond to Fetch Guest review and send out Fetch broadcast.

Monitor Golf Package Bookings.

Create group blocks and enter rooming lists.

Identify, audit and prepare notable reservations (VIPs, Groups, OTAs etc.) for accuracy and completeness.

Verify that group billing rules have been set up correctly.

Maintain the front office Service and Standard Operating Procedures (SOP) manuals.

Maintain employee scheduling and prepare employees’ hours for payroll.

Working closely with the front desk supervisor ensure they are informed on promotions, rate changes, and groups

Support with staff shortages in Front Desk, Reservation and Housekeeping as needed.

Supporting housekeeping supervisors when needed to ensure rooms are ready for guests in a timely manner.

Act as the Manager on Duty when assigned, ensuring smooth hotel operations and decision-making.

Support the Rooms Division Manager with departmental recruitment, scheduling, and training new staff.

Follow up on VIP, group, and special guest arrangements to ensure expectations are met or exceeded.

Promote upselling and cross-selling opportunities to increase room revenue and guest satisfaction.

Maintain communication logs and ensure shift handovers are clear and complete.

Knowledge, Skills and Abilities

Experience in the Hospitality/Tourism sector; formal education an asset.

2 years of demonstrated leadership experience.

Ability to execute high level functions in Maestro PMS such as Share-With/Travel-With, Charge Routing, Dynamic Packaging and Packaging on the Fly live while preserving a seamless guest experience.

Capable of handling phone, email and in-person reservation inquiries in a fast-paced environment.

Excellent command of the English language (both written and verbal), proficiency in other languages an asset.

Capable of creating and maintaining professional relationships in a sales environment.

Strong technical and computer skills - particularly Microsoft Office Suite (primarily Word, Excel and Outlook).

Capable of leading, coaching and supporting team members.

Strong organizational skills with an ability to effectively manage multiple priorities and high work volume in a fast-paced environment.

This position is eligible to participate in our company-sponsored Group Health benefit program after 90 days of employment, which includes an additional 5 days of paid sick leave and an RRSP matching program. St. Eugene offers a competitive wage and vacation package, along with numerous staff discounts and perks at the resort.