Front Office Manager

A collection of heritage-driven, neighbourhood-centric hotels.

Archive Hospitality Group began with a mission:
Revitalize architectural landmarks as vibrant places that anchor and contribute to the community. We reimagine historic buildings deeply rooted in their location and welcome travelers and locals alike to share memorable experiences. From the people and places we encounter to the connections we make; we aim to create space for all. We strive to bring the same level of quality, commitment, and dedication we give to our properties to the Archive Team.

The Front Office Manager is responsible for overseeing the front desk operations on a day-to-day basis including greeting and assisting guests and processing check-in/out transactions. Must be able to work independently and have strong problem resolution skills. You will manage the daily operations of the Front of House processes and team members to maximize revenue and profit while attaining optimal guest satisfaction.

• Create a warm and welcoming environment in the hotel lobby by ensuring all guests are greeted, and that their needs are met with enthusiasm.
• Supervise the Guest Services Supervisors and Agents.
• Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline when appropriate.
• Respond to guests’ special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
• Implement company programs and supervise the daily operations of the Front Desk to comply with Standard Operating Procedures (SOPS) and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
• Maintain rate integrity, conduct Maestro account maintenance, manage room blocks and rate loading.
• Responsible for short and long term planning and the management of the hotel’s Front Office operations.
• Develop and recommend the budget, labor cost plans and objectives and manage within those approved plans.
• Liaise directly with VP revenue ensuring rate and occupancy achievement is in line with forecast and budget.
• Conduct random checks on key booking platforms and hotel website to ensure rate parity.
• Attend Revenue meeting during the absence of the GM.
• Evaluate and ensure the effectiveness of the upselling program.
• Assist Housekeeping in inspecting VIP rooms (if needed).
• Take up adhoc project delegated by the GM.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model.
• Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions.
• Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situations.
• Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
• You will be required to cross-train and partner with the Housekeeping Manager to ensure coverage in absence, when needed (and vice‑versa).
• Comply with attendance rules and be available to work on a regular basis.
• Comply with all Archive standards, policies and procedures at all times.
• Other tasks and responsibilities as assigned by management.

• Demonstrated ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds.
• 4 years or more of progressive hotel Rooms Management experience.
• Service oriented style with professional presentation skills.
• Hotel/Hospitality Degree is an asset.
• Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service and ability to improve the bottom line.
• Clear concise written and verbal communication skills in English.
• Must be proficient in Microsoft Word and Excel, must have property management systems experience.
• Must have excellent organizational, interpersonal and administrative skills.
• Must have the ability to work and supervise…