Front Office Manager

• Daily operations of the front desk, including providing support, coaching, and directing the Front Desk, Guest Services, and Royal Service departments
• Work closely with other teams within the rooms division as well as all other departments in the hotel
• Supporting company and hotel policies and procedures including the promoting and participation in Colleague Engagement, Health and Safety, and guest experience initiatives
• Participating in scheduling and supervising a large team of hourly colleagues
• Ability to work effectively and provide leadership in a large management team with shared responsibilities
• Oversee Front Office operations while on duty as manager on duty, with direct accountability for leadership of Front Office operations
• Ensure service standards are met and exceeded i.e. anticipation of guest needs, up selling, scheduling etc
• Responsible for ensuring that all guest issues/complaints receive prompt action and follow up and are communicated effectively to all relevant areas
• Taking charge of Groups and Conventions from a Front Office perspective from pre-convention to post-convention stage, including pre-convention meeting attendance
• Liaise with key departments (Housekeeping, Reservations and Sales and Conference Services) to ensure smooth sense of arrival and departure
• Assist as needed to ensure the success of a smooth in-house guest experience
• Participating in interviewing, recruiting and selection of new team members and managers
• Liaise with VIP parties (i.e. State Visits) special attention guests, ensuring that accommodation is in order, inspecting where necessary, greet, escort and contact when possible upon arrival
• Liaise with the F&B team to ensure proper communication of amenities and guest requests
• Thorough knowledge of function bookings and their effect on lobby and public areas
• Attendance at all required Hotel meetings
• Thorough knowledge of emergency procedures (Emergency Preparedness Manual) and general crisis situation procedures
• All other duties as assigned

• Knowledge of Micros Fidelio Opera and Microsoft Office Applications
• Minimum of two years previous Front Office supervisory experience at a mid-sized to large hotel
• Highly organized, career and result oriented with the ability to be flexible with hours, days off, assignment and additional duties
• Highest Guests Service skills, talent and knowledge with the vision and ability to lead employees to excellence
• Post-Secondary School Education with Diploma in Hotel Management an asset
• Constant standing and walking throughout shift
• Frequent lifting and carrying up to 30 lbs
• Constant kneeling, pushing, pulling, lifting
• Frequent ascending or descending ladders, stairs and ramps
• Must be able to work evenings, weekends, holidays, and overnight

Post-Secondary School Education with Diploma in Hotel Management an asset

• Free Meals: Healthy meals on us every shift
• Travel Discounts: Sweet deals at Accor hotels worldwide
• Dry Cleaning: Free dry-cleaning for your work gear
• Skill Up: Custom learning programs to boost your talents
• Impact: Join our Health & Wellness, Sustainability, and DEI Committees
• Level Up: Unlock new career heights with exciting growth paths