We are seeking an experienced, motivated and service-driven Front Desk Manager to lead the daily operations of our Front Office.
Are you passionate about delivering exceptional guest experiences and leading by example? This leadership role assists in overseeing the Front Desk and housekeeping operations, ensuring a seamless and exceptional guest experience.
Our hotel is known for its warm hospitality, boutique experience, impeccable attention to detail, and highly personalized guest experience.
We are looking for someone who shares these values ad is committed to maintaining the highest standards of boutique guest service.
The Front Desk Manager works closely with the Operations Manager to provide hands-on leadership, support team development, resolve guest concerns, and uphold highest operational standards.
Key Responsibilities:
Front Office Operations
- Assist in managing day-to-day Front Office operations, including Front Desk, Guest Services, and Reservations, and coordinate the housekeeping daily assignments.
- Monitor check-in and check-out processes to drive efficiency and enhance guest satisfaction
- Review daily arrivals and special requests to ensure all needs are met.
- Review guest departures, ensuring accuracy with billing.
- Manage overbooking situations and coordinate guest relocations when necessary
- Maintain front desk equipment, supplies, and inventory
- Oversee cash handling, billing accuracy, direct billing accounts, and shift reporting
- Prepare reports, logs, and spreadsheets using Microsoft Excel and Teams
- Schedule team members and assist with shift coverage as required
- Assist with revenue management, adjusting pricing as required
Leadership & Team Development
- Supervise, train, coach, and support team members
- Assist with scheduling and ensure proper staffing levels
- Foster a positive, professional, and team-oriented environment
- Provide ongoing feedback and support employee development
- Address employee concerns and handle disciplinary matters professionally
- Act in the absence of the Operations and General Manager
Guest Service Excellence
- Deliver and maintain the highest level of guest service
- Handle guest inquiries, concerns, and escalations promptly and professionally
- Resolve complaints effectively and implement preventative solutions
- Engage with guests to gather feedback and enhance service standards, and special requests are executed
- Support upselling initiatives to maximize revenue opportunities
Communication & Coordination
- Work closely with Housekeeping and Maintenance operations
- Maintain clear communication
- Ensure compliance with standards, policies, and procedures
Operational Support
- Perform Front Desk Agent and Night Auditor duties as needed
- Be flexible to work a variety of shifts (mornings, evenings, overnight, weekends, and holidays)
- Oversee Housekeeping operations in the absence of the Operations Manager
Safety & Compliance
- Ensure adherence to all hotel policies, safety standards, and procedures
- Follow emergency protocols when required
- Maintain a clean, organized, and professional Front Office and public areas
Qualifications
- Minimum 2 years of Front Desk experience in the hotel industry
- Previous supervisory or leadership experience is an asset for this role
- Strong knowledge of Microsoft Office Suite (Excel, Word, Outlook, Teams)
- Excellent communication, leadership, and interpersonal skills
- Strong problem-solving and conflict resolution abilities
- Ability to multitask effectively
- Highly organized with strong attention to detail
- Ability to remain calm and professional under pressure
- Flexible availability, including evenings, weekends, holidays, and overnight shifts.
We thank you for your interest; please note only suitable candidates will be contacted for follow up
The Victorian Boutique Hotel provided the following inclusive hiring information:
We are an equal opportunity employer and consider all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.
Job Types: Full-time, Permanent
Pay: $23.00-$24.00 per hour
Application question(s):
- What does excellent guest service mean to you?
- What makes you the ideal candidate to lead our Front desk team?
- Which languages do you speak?
Education:
- Secondary School (preferred)
Experience:
- Hotel experience: 2 years (preferred)
Work Location: In person
