JOB SUMMARY
To work with the General Manager and Assistant General Manager to achieve a motivated, organized and empowered Guest Service Team who provide the level of service that contributes to the overall profitability of the property; professional work standards and guest care set down in the Brand Standards procedure Manual as well as Bona Hospitality’s Code of Conduct.
The Front Office Manager is responsible for overall guest satisfaction through strong administrative controls and a customer focused team. Through these and other key duties the Front Office Manager will build the business and achieve goals that support the overall company’s objectives while developing and building relationships. The Front Office Manager is responsible to ensure the front desk/night auditors/courtesy van drivers and breakfast host team members provide professional and friendly service for guests and that all front line operations run smoothly.
JOB RESPONSIBILITIES
This position is responsible for the following tasks:
1. Personally demonstrating a commitment to guest service in responding promptly to guest’s needs/complaints.
2. Empowering all supervised staff to deliver exceptional guest service by encouraging and rewarding responsive guest assistance in a professional manner.
3. Maintaining Guest Service as the driving philosophy of the hotel.
4. To delegate/supervise work during the working shift to maximize productivity and guest care following procedures set down in the Standards and Procedure Manual.
5. To bring urgent matters to the attention of the General Manager, Assistant General Manager.
6. To maintain standards of punctuality.
7. To attend meetings as requested and to recognize the importance of contributing new ideas and initiative to the overall success of the operations.
8. To hold monthly Front Desk//Breakfast Host/ess meetings to ensure communication flow of information and to encourage team building.
9. To attend Management meetings as directed by the General Manager or Assistant General Manager.
10. To maintain a professional and effective working relationship with all departments to ensure that all departments are informed of any potential problem or situations.
11. To work and communicate in a professional and ethical manner with colleagues assisting where necessary to achieve standards and in conjunction with company policies.
12. To contribute to the overall security of the Hotel by recognizing and correcting potential security problems.
13. Create and maintain control systems for all controllable costs and labour.
14. Initiates additional tasks to improve existing procedures and guest satisfaction.
15. Ability to resolve system problems and can operate the system manually.
16. Attend staff meetings, operations meetings, forecast meetings and sales strategy meetings.
17. Communicate, educate and train front line staff to execute, as needed, strategies discussed in meetings listed above.
18. Responsible for ensuring all Front Office/Courtesy Van Drivers/ Breakfast Host team members are aware and fully trained in protocols and procedures related to any emergencies on an ongoing basis.
19. Is available to staff as this position is an “on-call” position.
20. Is in the guest areas during high traffic times to assist front line staff to ensure smooth operations.
21. Continually have plans to set goals, meet goals and the mission of the company and the hotel.
22. Be aware of needed training for this position and those at the front desk/drivers/breakfast team members.
Minimum Qualifications
· Must have a minimum of 2 year’s experience in a supervisory capacitywithin front desk
· Bilingualism (French & English) is preferred
· Responsible for a team of 20 people
· Demonstrate Guest Service as the driving philosophy of the hotel
· This is an on-call position and must be available to staff 24 hours
· Must have flexibility with work schedule, which can include weekends, evenings/holiday
· Must be willing to extend hours without notice should the need arise
· Responsible for ensuring all Hilton brand philosophies and training are adhered to continuously.
· Responding to all guest concerns & providing solutions in a timely manner
· Be accountable/responsible and follow through for associated elements related to the position, including but not limited to scheduling, performance management, progressive discipline, etc.
· Ensure smooth operation of business on a daily basis that includes proper coverage
· Demonstrate a thorough understanding of front desk/hotel operations
· Possess strong written communication skills
· Ability to readjust goals & tasks on the spot
· Organize requirements related to the shuttle, including scheduling regular service maintenance and logs, etc.
· Must have the ability to express themselves diplomatically with staff and guests
· Must be able to work and communicate in a professional and ethical manner with colleagues, assisting where necessary to achieve and maintain standards.
· Must maintain a professional and effective working relationship with all departments to ensure all departments are informed of any potential problems/situations
· Must demonstrate the ability to independently solve problems related to interfaces, programs and staff
· Must show initiative in all facets of outlining duties.
· Demonstrated knowledge of the Collective Agreement.
· Carry through will all facets of front desk operations, especially in the absence of the Front Office Manager
Education Requirements
· General Education Diploma (GED) or equivalent.
· Degree in hospitality management, business administration, or a related field is an asset.
Bona Hospitality is an equal opportunity employer and is committed to providing equal employment opportunities to all individuals without regard to race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, record of offences, marital status, family status, disability, or any other characteristic protected by applicable legislation.
We celebrate diversity and are dedicated to creating an inclusive work environment where everyone feels valued, respected, and empowered to contribute to our mission.
We encourage qualified individuals from all backgrounds to apply for available positions and join us in our pursuit of excellence.
We will accommodate the needs of applicants under the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act, 2005, and any other applicable legislation throughout all stages of the recruitment and selection process. If you require support/accommodation during the hiring process, please contact our Human Resources Department at [email protected].
Job Type: Full-time
Pay: $70,000.00-$75,000.00 per year
Benefits:
- Dental care
- Extended health care
- On-site parking
Education:
- Secondary School (preferred)
Experience:
- Customer service: 2 years (required)
- Supervisory: 2 years (required)
Work Location: In person
