Front Office Manager

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Front Office Manager at the Courtyard by Marriott, in Nanaimo, BC!

Essential Job Duties and Responsibilities

This individual is responsible for the front office operations and respective staff. The Manager is responsible for lodging operations, reconciling lodging inventory issues that arise and resolving lodging type conflicts, coaching and counseling staff, managing guests’ requests and preferences, and assisting front-line staff in delivering service and culture that is consistent and continually in accordance with Brand standards and Hotel Equities.

• Ensure consistent, superior customer service when greeting and registering guests.
• Manage Front Office schedules and ensure appropriate personnel for occupancy forecasts.
• Assist in interviewing, hiring, and training front desk agents to ensure they meet Hotel Equities’ service standards.
• Provide support and step in as needed so that the Front Desk staff can quickly and effectively respond to guest requests and issues.
• Ensure that Front Desk Associates understand and anticipate guests’ expectations.
• Empower associates to satisfy guests and make decisions.
• Be a responsible leader and trainer for the front desk team, ensuring they are mentored, supported and empowered to always provide the highest quality of service.
• Model desired behavior.
• Resolve customer problems, such as discounts, adjustments to bills, or complimentary rooms to compensate for any inconvenience as directed. Find root causes and work to implement better processes.
• Personally assist Front Desk Associates during peak times, breaks, tardiness, and absences.
• Review all incoming reservations, pre-block rooms with special requests when necessary, and coordinate special requests with appropriate staff members.
• Ensure that the following Front Desk areas of responsibility are handled properly, with thoroughness, accuracy, and efficiency in a friendly environment :

Phones / Switchboard

Required Skills / Abilities

Leadership Skills

Teamwork Skills

Specific Skills and Abilities

Education / Experience

Amazing Benefits At A Glance

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