Front Office Manager - Hilton Garden Inn

JOB SUMMARY

To work with the General Manager and Assistant General Manager to achieve a motivated, organized and empowered Guest Service Team that provides the level of service that contributes to the overall profitability of the property; professional work standards and guest care set down in the Brand Standards procedure Manual as well as Bona Hospitality’s Code of Conduct.

The Front Office Manager is responsible for overall guest satisfaction through strong administrative controls and a customer-focused team. Through these and other key duties the Front Office Manager will build the business and achieve goals that support the overall company’s objectives while developing and building relationships. The Front Office Manager is responsible for ensuring the front desk/night auditors/courtesy van drivers provide professional and friendly service for guests and that all front-line operations run smoothly.

JOB RESPONSIBILITIES

1. Personally demonstrating a commitment to guest service in responding promptly to guest’s needs/complaints.
2. Empowering all supervised staff to deliver exceptional guest service by encouraging and rewarding responsive guest assistance in a professional manner.
3. Maintaining Guest Service as the driving philosophy of the hotel.
4. Delegating/supervising work during the working shift to maximize productivity and guest care following procedures set down in the Standards and Procedure Manual.
5. Bringing urgent matters to the attention of the General Manager, Assistant General Manager.
6. Maintaining standards of punctuality.
7. Attending meetings as requested and recognizing the importance of contributing new ideas and initiative to the overall success of the operations.
8. Holding monthly Front Desk/Courtesy Drivers meetings to ensure communication flow of information and to encourage team building.
9. Maintaining a professional and effective working relationship with all departments to ensure that all departments are informed of any potential problems or situations.
10. Contributing to the overall security of the Hotel by recognizing and correcting potential security problems.
11. Creating weekly staffing schedules for the front desk and shuttle team members.
12. Creating and maintaining control systems for all controllable costs and labour.
13. Initiating additional tasks to improve existing procedures and guest satisfaction.
14. Attending staff meetings, operations meetings, forecast meetings and sales strategy meetings.
15. Communicating, educating and training front line staff to execute strategies discussed in meetings.
16. Ensuring all Front Office/Courtesy Van Drivers team members are aware and fully trained in protocols and procedures related to any emergencies on an ongoing basis.
17. Being available to staff as this position is an “on-call” position.
18. Being in the guest areas during high traffic times to assist front line staff to ensure smooth operations.
19. Setting goals and meeting the mission of the company and the hotel.
20. Checking cleanliness of lobby and public areas, lights and ensuring front office staff are in proper and orderly appearance and behaviour.
21. Checking arrivals (daily and weekly) and preparing and checking VIP arrivals following up with other departments as needed.
22. Following up with No-Shows.
23. Coordinating with all departments concerned in order to maintain Front Office functions properly.
24. Handling guest complaints and other related problems and reporting to the Assistant General Manager and General Manager.
25. Monitoring and responding to Hilton’s Stay Experience Platform guest feedback app.
26. Promoting and maintaining good public relations.
27. Motivating and maintaining good staff relations.
28. Adhering to hotel policies.
29. Following up on credit check report.
30. Bringing forward any concerns relating to operations to other Department Heads.
31. Following up with social media reviews.
32. Checking front office accounting records for accuracy and summarizing and compiling information for the hotel's financial records.
33. Tracking room revenue, occupancy percentages, and other front office operating statistics.
34. Summarizing results of operations for management.
35. Understanding principles of auditing, balancing, and closing out accounts.
36. Other tasks as required.

Minimum Qualifications

1. Must have a minimum of 2 years experience in a management capacity within front desk.
2. Bilingualism (French & English) is preferred.
3. Responsible for a team of 20 people.
4. Demonstrate Guest Service as the driving philosophy of the hotel.
5. This is an on-call position and must be available to staff 24 hours.
6. Must have flexibility with work schedule, which can include weekends, evenings/holidays.
7. Must be willing to extend hours without notice should the need arise.
8. Responsible for ensuring all Hilton brand philosophies and training are adhered to continuously.
9. Responding to all guest concerns & providing solutions in a timely manner.
10. Be accountable/responsible and follow through for associated elements related to the position, including but not limited to scheduling, performance management, progressive discipline, etc.
11. Ensure smooth operation of business on a daily basis that includes proper coverage.
12. Demonstrate a thorough understanding of front desk/hotel operations.
13. Possess strong written communication skills.
14. Ability to readjust goals & tasks on the spot.
15. Must be able to work and communicate in a professional and ethical manner with colleagues.
16. Must demonstrate the ability to independently solve problems related to interfaces, programs and staff.

Education Requirements

1. General Education Diploma (GED) or equivalent.
2. Degree in hospitality management, business administration, or a related field is an asset.

Bona Hospitality is an equal opportunity employer and is committed to providing equal employment opportunities to all individuals without regard to race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, record of offences, marital status, family status, disability, or any other characteristic protected by applicable legislation.

We celebrate diversity and are dedicated to creating an inclusive work environment where everyone feels valued, respected, and empowered to contribute to our mission.

We encourage qualified individuals from all backgrounds to apply for available positions and join us in our pursuit of excellence.

We will accommodate the needs of applicants under the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act, 2005, and any other applicable legislation throughout all stages of the recruitment and selection process. If you require support/accommodation during the hiring process, please contact our Human Resources Department at HR@bonahospitality.ca.

#BonaHiring

Job Types: Full-time, Permanent

Pay: $67,500.00-$72,000.00 per year

Benefits:

• Dental care
• Extended health care
• On-site parking
• Vision care

Schedule:

• Every Weekend
• Holidays
• Monday to Friday

Education:

• Secondary School (preferred)

Experience:

• Hospitality Management: 2 years (preferred)
• Customer Service: 3 years (preferred)

Language:

• English (preferred)

Work Location: In person