Front Office Manager

 Summary of Position:

If creating memories and being part of an exceptional guest experience appeals to you, you may be interested in joining the outstanding leadership Team at the Inn at Laurel Point. The Front Office Manager acts as a lead role within the Front Office department focusing on the supervision and administration of the Front Office department.
 
Responsibilities:

• Oversee the daily operations of the Front Desk, Switchboard, Bell Desk and Night Audit
• As a member of the Hotel's leadership team, provide leadership in accordance with the Hotel's Vision and Values
• Provide exceptional customer service to all guests
• Handle and resolve customer complaints in a timely manner
• Be the contact person for security issues at the hotel
• Prepare group agendas including: billing, and attending "Precon" meetings
• Ensure service standards in all areas of responsibility are adhered to and continually improved by monitoring guest comment cards
• Ensure the collective agreement and the Hotel's Standards of Conduct are maintained in all areas of responsibility
• Ensure schedules, payroll, and forecasts are completed in the appropriate times
• Be the Hotel's Champion for the property management system
• Ensure completion of annual performance appraisals for colleagues
• Develop and maintain programs to maximize revenue opportunities and be a part of the Hotel's Revenue Management Team
• Work to ensure guest expectations are exceeded through customer service, experience enhancement and written communications
• Assist in the development of the Loyalty Program
• Complete payroll and expense budgets for all areas of responsibility
• Liaise with other departments to ensure the guest's experience is seamless
• Develop an enthusiastic and guest driven team through recruitment, personal and professional development and reward, enabling all colleagues to deliver the highest level of personalized guest service
• Conduct monthly departmental meetings
• Performance manage colleagues, including coaching and disciplining and resolve any colleague issues
• Ensure colleagues are complying with our policies, procedures and safety standards
• Participate in and contribute to management meetings
• Any other general duties

Qualifications:

• Minimum of 5 years leadership experience in Front Office
• Passion for guest service
• Excellent interpersonal skills
• Excellent written and verbal communication skills
• Excellent time management skills
• Highly organized, results-oriented with the ability to be flexible and work well under pressure
• College/University degree in related discipline an asset
• Knowledge of Fidelio Opera systems, Word, Excel an asset
• A resourceful personality
• Proven ability to lead and motivate colleagues
• Ability to work evenings, weekends, and public holidays
• Must be able to embrace the 4 core values of the Inn at Laurel Point: Excellence, Respect, Curiosity and Stewardship 

 Reports To:  Director of Rooms