Front Office Manager

The duties of the Guest Service Manager include, but are not limited to the following:

• Schedules guest service agents, security and telephone services. Oversees their reviews, training and development of staff to achieve hotel service quality standards.
• Oversees and participates in guest registration.
• Motivates staff and establishes a productive working environment for the hotel.
• Achieves budgeted revenues and expenses and maximises profitability related to the rooms department.
• Assists revenue management with the implementation and execution of programs to ensure that the hotel’s room occupancy and Average Daily Rate objectives are met.
• Analyses and generates reports and communicates information to employees and appropriate departments.
• Assembles, tracks and interprets financial and operational plans for the rooms department, to include the annual hotel budget.
• Knowledgeable of hotel property, amenities, area attractions and transportation.
• Maintains correct procedures for hotel accounting, credit control and handling of financial transactions.
• Maintains procedures for security of monies, guest security and emergency procedures.
• Strives to increase the level of guest satisfaction by delivery of an improved product through employee development and quality image.
• Responds quickly to guest requests or complaints in a friendly manner and ensures appropriate action is taken. Follows up to ensure guest satisfaction.
• Provides a professional image at all times through appearance and dress.
• Follows company policies and procedures and is able to effectively communicate them to subordinates.
• Aggressively recruits and staffs department using company hiring standards (i.e. behavioural questioning, reference checks, evaluations and team interviews).
• Conducts training classes regarding safety, security, department procedures and service guidelines.
• Fulfils Manager on Duty shifts.
• Fulfils lobby duty shifts.
• Ensures hotel is in compliance with all federal, provincial and local laws, including health and safety, ESA and human rights.

COMPETENCIES WE ARE SEEKING:

• Must have a minimum 2 years of experience as a Guest Service Supervisor or Manager in a hotel setting with a strong knowledge of Revenue Management and Guest Service.
• Degree or Diploma in Hotel and Restaurant Management, Hospitality, Business Administration, or related major from an accredited educational institution is an asset.
• Opera PMS experience is an asset, must be knowledgeable with Microsoft Windows applications and other computer-related programs.
• Proven Team Leader, professional presentation and excellent working relationships with all team members and guests.
• Must have a flexible schedule and be able to work 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.