Job Description

Front Office Manager – 18mo Maternity Leave

The Front Office Manager is directly responsible for the efficient and effective day to day operation of all Guest Service areas including Front Desk, Reservations, Night Audit, Valet and Concierge. Maintaining consistent, exemplary guest service and the team member engagement is key to this role. As the department head for the guest services team, this position will provide valuable experience and exposure for future growth into operations management.

Responsibilities & Qualifications

Responsibilities:

– Lead and ensure a flawless experience for all guests of the Oak Bay Beach Hotel
– Lead the selection, training and performance management of all front office employees
– Ensure monthly financial projections and results for Front Desk are accurate and on target
– Maintain careful control over costs in the department (ie. payroll, supplies, etc.)
– Actively lead the front office budgetary and Revenue Management processes
– Ensure effective communications between Front Desk and other departments
– Assume duties and responsibilities of Manager on Duty as and when required
– Ensure adequate staffing levels in all areas in keeping with staffing guidelines and anticipated business volumes
– Lead, support and develop all members of the guest services team
– Resolve guest concerns/issues efficiently and courteously to prevent a reoccurrence and ensure guest will become a repeat customer
– Ensure appropriate Management coverage on weekends and holidays to ensure consistently high levels of guest service are maintained

Qualifications:

– 2 years of experience in front office management within a luxury resort
– Strong working knowledge of hospitality industry principles, methods, practices and techniques
– Highly organized, goal and results oriented with ability to execute plans and manage change effectively
– Ability to analyze and interpret the needs of guests and offer appropriate options, solutions and resolutions required
Proven knowledge of cost analysis, fiscal management and budgeting techniques
– Strong personal integrity with an innate desire to work in an ethical manner
Exceptional conflict resolution, negotiation, and objection handling skills
– Demonstrated ability to lead and direct a team, including coaching and mentoring
– Computer literacy, with a strong operating knowledge of Word, Excel, Outlook and Powerpoint

Salary/Wage

65,000.00 - $75,000.00 per year

Other Perks/Benefits

Benefits: Company events, Dental care, Discounted or free food, Extended health care, Life insurance, On-site parking, Paid time off, Vision care, others

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