Front Office Manager

The Front Office Manager contributes to the overall success of the hotel by leading and maintaining guest service standards for the Front Office, ensuring alignment with Coast Hotels' long-term strategy. This position is integral to the continued growth and development of the Front Office team and to maximize operational efficiencies, customer service, and profitability.

Responsibilities

Creates and implements a departmental plan and measurable objectives for the Front Office that supports the Company’s overall strategy, including guest satisfaction scores, room occupancy and revenue optimization targets

Communicates change initiatives and monitors implementation, clearly articulating the rationale for change and impacts on the Front Office, and operations

Puts in place the systems, structures, and disciplined practices required to manage results. This includes planning and prioritizing, providing clear direction, ensuring accountability, and monitoring the achievement of financial, quality, safety, and other key business measures

Forecasts and proactively addresses needs and situations, i.e., with the introduction of sales and marketing promotions, maximizing room occupancy and revenue

Adheres to departmental budgets and prioritizes resource allocations appropriately and uses budgets, operating statements and payroll progress reports as needed to assist in the management of the Room Operations

Focuses on short and long-term priorities, maintaining a big picture perspective

Participates in the management of departmental controllable expenses, supervises same day selling procedures to achieve or exceed budgeted goals

Verifies accuracy of room rates to maximize revenue opportunities

Performs front office agent tasks as needed

Connects with and engages ambassadors in their work and ensures that ambassadors feel recognized and valued

Creates a work environment based on Coast’s Values.

Builds a team with the right people in the right roles and manages performance with the capabilities to deliver on the business plan through effective recruitment, communication and team practices; ensures the team’s ongoing development.

Provides formal and information recognition to acknowledge the demonstration of excellent performance and/or adherence to the Coast Values; creates opportunities for team celebrations

Resolves guest service issues and identifies potential barriers to guest services; works with others to remove barriers to service excellence across Coast’s operation

Assists in the review of comment cards and guest satisfaction results with ambassadors.

Schedules the team against guest and hours/occupied room goals.

Coordinating sales, group bookings, meetings, and events, supporting business development initiatives, maximizing revenue opportunities, and fostering strong client relationships to drive occupancy and profitability.

Other projects as required

Skills/Knowledge/Experience

4 years of related work experience, plus 2 years experience leading others

Bachelor's Degree or Diploma in Hospitality or equivalent combination of education and experience

Valid local driver’s license (class
5), and clear driver’s abstract

Excellent communication (written, oral English and listening), and customer service skills

Ability to lead and motivate others, excellent interpersonal skills to support the building of strong relationships with diverse groups of people

Strong problem resolution skills and conflict resolution skills to resolve issues

Experience forecasting and budgeting for a functional area within a property

Excellent knowledge of health and safety regulations

Intermediate accounting and budgeting skills

Intermediate level in the use of MS Office Suite

Experience in discussing performance issues with team members and…