Front Office Manager

Law Cranberry Resort Limited•Collingwood, ON

4d•Onsite

About The Position

The Front Office Manager is responsible for overseeing the front office operations of Living Stone Golf Resort and Living Water Resort & Spa. This position works closely with other departments to ensure all guests are checked in and checked out in a timely and welcoming manner. This position assumes a very “hands on” management of the day to day operation of the Front Office department working closely with the Front Office Leaders and Front Desk agents.

Requirements

Minimum 2 years of experience in a supervisory / management role in Front Office or Housekeeping
Computer literacy in MS Excel and Word
Possess excellent interpersonal and organizational skills and have a strong ability to prioritize.
Good oral and written communication skills

Nice To Haves

Hospitality School Diploma an asset
Training experience an asset
Strong passion in guest service
Trained in WHMIS an asset

Responsibilities

Demonstrates through their own behaviour the 4 C’s of our Core Values – Caring, Character, Chemistry and competency.
Responds to all guest complaints immediately and resolves them in a way that ensures the guest is satisfied, will return again and that every guest departs happy.
Maintains and delivers a “no compromise” attitude towards providing the highest possible level of Hospitality, Quality and Value to the guest. Liaise, communicates and gives feedback daily with the reservations, housekeeping, maintenance, accounting, F&B, sales, group sales and membership services departments to ensure a smooth and seamless guest experience.
Adheres to all of the mandatory written standards of operations, policies, procedures, manuals, oral instructions, employee handbook, collective agreement that is in place at Living Water Resorts.
Ensure all Front Office staff members are well informed in all issues regarding the department and how that affects the guests.
Participates in resort meetings including weekly management meetings.
Prepares and oversees the yearly Front Office budget.
Maintaining an effective balance between labour costs and quality service. Monitors and adjusts staffing levels during each shift according to business demands.
Provides effective department forecasting and responds to changing business demands.
Assist in the development and implementation of the department yearly budget ensuring the financial goals are achieved throughout the year.
Assist in maintaining department records in order to provide daily, weekly, monthly and yearly statistical analysis for budget purposes.
Oversees the preparation of the weekly staff work schedule, adjusting the numbers due to business demands, vacations, sick leaves, daily call offs, etc.
Secure “master’ keys in accordance with the Resorts key management policy.
Assist in performing periodic guest room inspections, public areas, corridors, back of house areas, , ice machines, exit stairwells, elevator landings, and public restrooms.
Check, verify and monitor all Out-Of-Order rooms and follow up on repairs and maintenance deficiencies.