Front Office Manager

3G4 Archive Hospitality•Toronto, ON

12d•CA$68,000 - CA$63,000•Onsite

About The Position

The Front Office Manager plays a key role within our hotels, responsible for overseeing daily front desk operations. This includes greeting and assisting guests, processing check-in/out transactions, and managing the Front of House processes and team members to maximize revenue and profit while achieving optimal guest satisfaction. The role requires the ability to work independently and possess strong problem-resolution skills.

Requirements

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.
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.
Proficient in Microsoft Word and Excel.
Property management systems experience.
Excellent organizational, interpersonal, and administrative skills.
Ability to work and supervise unionized staff while following a CBA (collective bargaining agreement).

Nice To Haves

Hotel/Hospitality Degree is an asset.

Responsibilities

Create a warm and welcoming environment by ensuring all guests are greeted and their needs are met with enthusiasm.
Supervise Guest Services Supervisors and Agents.
Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication, and recommend discipline when appropriate.
Respond to guest's 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 daily Front Desk operations to comply with Standard Operating Procedures (SOPS) and LSOPs, maximize revenues, and motivate associates to ensure optimal quality service and hospitality.
Maintain rate integrity, conduct Maestro account maintenance, manage room blocks and rate loading.
Responsible for short and long-term planning and management of the hotel’s Front Office operations.
Develop and recommend the budget, labor cost plans, and objectives, and manage within 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 meetings 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 projects 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 and determining effective solutions.
Make decisions and take action based on previous experience and good judgment, sometimes revising approach for unusual situations.
Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
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.
Perform other tasks and responsibilities as assigned by management.