Guest Service Front Office Manager

Job Description

THE COMPANY:

Passion Drives Performance. InnVest succeeds because our people love what we do. Our entire team shares a deep-rooted passion for the world of hospitality & travel that extends far beyond the walls of our offices and hotels.
Our company culture is built on collaboration. A nimble team where everyone has a voice at the table and an opportunity to pursue their passions. Our skill sets are as diverse as our portfolio, but we all have a singular focus: a belief that partnerships deliver the best results, an entrepreneurial approach to decision making, respect for others, a strong sense of integrity and a curiosity to challenge the status quo.

With over 100 hotels in our portfolio, representing 18 internationally recognized hotel brands, InnVest is the largest independent owner of hotels in Canada. In addition, our management team oversees the day-to-day activities of almost 90 hotels also making InnVest the largest independent operator of hotels in Canada. InnVest’s portfolio is geographically diverse with hotels from Vancouver, BC to Corner Brook, NL but also experientially diverse from roadside inns to luxury urban properties.

At InnVest, our mission is simple – to deliver outstanding guest experiences and superior returns on quality hospitality investment. A career at InnVest will provide you with unrivaled opportunities and invaluable exposure to Canada’s largest independently-owned and operated hotel portfolio

The Front Office Manager is generally responsible to manage all aspects of the department including but not limited to operations, planning, budgeting, staffing and payroll in accordance with hotel policies and procedures. The Front Office Manager provides leadership and support to all members of the Front Office, implements and enforces the Brand and Company standards in all areas supervised.

Primary Responsibilities:

Direct and control the activities of the Front Office, Reservations, Guest Activities, and to ensure adherence to brand & Company standards, policies, and procedures.
Ensure that qualified personnel are selected, hired and trained in all areas of responsibility.
Must ensure that all personnel are trained & kept well informed of department objectives and policies.
Ensure the proper image is being maintained by all Team Members with respect to grooming and uniform standards.
Participates in the development of short-term and long-term financial and operational plans for the hotel which support the overall objectives of the Company.
Assists General Manager with the execution of marketing, sales, and operational activities, producing results that meet or exceed the hotel’s business plan.
Maintains reservations systems such as Yield Management System and Property Management System.
Assists General Manager with the monitoring of the performance of the hotel through verification and analysis of guest satisfaction systems and financial reports. Suggests and implements corrective actions.
Maintains product and service quality standards by conducting ongoing evaluations and investigating complaints. Suggests and implements corrective actions.
Creates an operating environment that assures consistent guest satisfaction. Ensures proper handling of guest complaints.
Ensures implementation of appropriate technology solutions to increase customer service and hotel revenues.
Prepare all necessary forecasts; to work closely with Reservations, Front Office and Sales to maximize occupancy, rate and revenue. Keeps all departments notified of any fluctuations in business levels, special guests, groups, etc.
Establish and maintain close working relationships with all departments of the hotel to ensure maximum cooperation, productivity, morale and guest service.
Develop relationships with clients, return guests, group contacts etc. to provide maximum personalized guest service.
Make suggestions for improvements in overall operations with an emphasis on increasing guest satisfaction, revenues as well as reducing costs.
Monitor and analyze the payroll for Rooms Division to ensure maximum effectiveness towards guest’s services while realizing full profit potential.
Display a high degree of professionalism and integrity as befitting a member of management.
Respond properly and take a supervisory role in any hotel emergency or safety situation, as well as ensure the proper control and instructions of said emergency procedures to the Rooms Division.
Understands the government regulations affecting hotel’s operations, ensuring hotel is operated in compliance with all applicable laws, ordinances, regulations, and requirements of any federal, provincial, or municipal authority.
Ensures good safety practices of employees and guests, assisting in the maintenance of proper emergency and security procedures.
Ensures implementation of applicable preventive maintenance programs that protect the physical assets of the hotel.
As required of all hotel associates, assists any customer or potential customer in a prompt, courteous, friendly, and helpful manner at all times.