Front Office ManagerHotel Equities • Nanaimo, Regional District of Nanaimo, CA

Front Office Manager

Hotel Equities • Nanaimo, Regional District of Nanaimo, CA

30+ days ago

Job type

Full-time

Job description

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

Check-ins / Check-outs

Reservations

Ensure messages, wake-up calls, mail, and faxes are handled properly

Relay safety guidelines to customers (in-room safes, safety deposit box, etc.)

Review customer satisfaction and direct customer contact. Answer guest comments through numerous booking websites

Act as Manager on Duty for the first line of support for services needed during daily operations

Ensure all guest opportunities are followed up quickly, efficiently, and courteously, and completed to the satisfaction of the guest and that service obstacles are identified and resolved

Review daily front office reports

Improve and delegate tasks to promote the overall success of the department

Review front desk posting journals at the end of their shifts to ensure proper posting

Enforce all cash-handling, check, and credit processes and policies

Maintain master key control and key management system

Verify that accurate room status information is maintained and properly communicated

Assist with team meetings as well as meeting regularly with the team to discover any issues and provide resolution

Attend staff and management meetings as needed and requested

Properly handle and account for keys

Be knowledgeable of policies regarding emergency procedures and security concerns

Ensure the protection of guests’ room numbers

Adhere to all work rules, procedures, and policies established by the company, including, but not limited to, those contained in the associate handbook. Implement and maintain superior guest service

and culture, which serves as a guide to desk agents

Other duties as assigned by management

Required Skills / Abilities

Leadership Skills

Consistently communicate performance and standards to staff

Build teamwork

May conduct monthly departmental meetings

Maintain a cooperative and positive work environment

Be reliable and honest

Treat all associates with fairness, impartiality, and consistency

Adhere to all work rules, procedures, and policies established by the company, including but not limited to those contained in the associate handbook

Work schedule necessary to supervise department, including evenings, weekends, and holidays

Teamwork Skills

Be an enthusiastic, helpful, and positive member of the team.

Maintain professionalism, responsibility, and maturity in conduct and behavior.

Be understanding, encouraging, and friendly with all co-workers.

Be self-motivated and use time wisely.

Maintain an open line of communication with each department.

Communicate pertinent information effectively.

Respond positively to new ideas.

Openly accept critical / developmental feedback.

Participate in the Manager on Duty program.

Maintain effective communication through meetings, log books, and bulletins.

Be available to help other departments in emergencies.

Specific Skills and Abilities

Must be able to speak, read, write, and understand the primary language(s) used in the workplace.

Must be able to read and write to facilitate the communication process.

Requires good communication skills, both verbal and written.

Must possess basic computational ability.

Must possess basic computer skills.

Extensive knowledge of the hotel, its services, and facilities; General knowledge of the city where the hotel is located and its attractions

Education / Experience

High School or equivalent education required.

Two years of hotel front desk experience is required; supervisory experience is strongly preferred

Amazing Benefits At A Glance

Salary range : $50,000 - 52,000

Team Driven and Values Based Culture

Medical / Dental / Vision

Vacation & Holiday Pay

Same-day pay available

Employee Assistance Program

Career Growth Opportunities / Manager Training Program

Reduced Room Rates throughout the portfolio

Third Party Perks (Movie Tickets, Attractions, Other)

RRSP with company match

Employee discount

Life insurance

Parental leave

Referral program

#J-18808-Ljbffr

Create a job alert for this search

Office Manager • Nanaimo, Regional District of Nanaimo, CA

Similar jobs

Licensed Hairstylist

Chatters Limited Partnerships • Nanaimo, BC, Canada

Permanent

People don’t come to you for just a haircut, they come to you for a Masterpiece! That’s because you’re not just a Hairstylist, you are an artist. You have a special knack and abili...Show more