Front Office Manager

AREAS OF RESPONSIBILITY

Participates in the development and implementation of business strategies for the hotel which are aligned with Radisson’s overall mission, vision values and strategies

• Develops and implements strategies for front office, bell stand, parking, concierges, etc. that support achievement of the hotel’s goals
• Monitors status regularly and adjusts strategies as appropriate
• Creates the first impression by supervising the door, bell stand, parking, concierge and front office areas
• Develops and implements processes and procedures for assigned departments which support achievement of service and financial goals
• Participates in the preparation of the annual budget; monitors achievement of budget and takes corrective steps as appropriate
• Prepares and analyzes reports in order to develop an informative database for decision making and to communicate upcoming business throughout the hotel
• Analyzes business forecasts and maximizes productivity by adjusting schedules accordingly
• Ensures front desk handles billing and cash in accordance with hotel’s standards
• Plans and coordinates hotel housing activities by working closely with Sales, Catering, Housekeeping and other departments
• Ensures front office is in compliance with all hotel policy and procedures
• Recruits and selects qualified candidates
• Provides employees with the orientation and training needed to understand expectations and perform job responsibilities
• Communicates performance expectations and provides employees with on-going feedback
• Provides employees with coaching and counseling as needed to achieve performance objectives and reach their fullest potential
• Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
• Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
• Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis
• Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction
• Performs other duties required to provide the service brand behavior and genuine hospitality
• Keeps General Manager promptly and fully aware of all problems or unusual matters of significance
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objective of this position
• Maintains a favourable working relationship with all other hotel employees to foster and promote a co-operative and harmonious working environment
• At all times projects a favourable image of the Hotel to the public
• Works in conjunction with the Human Resources Department to ensure that all HR initiatives, both at corporate and hotel level are implemented and adhered to in a pro-active and professional manner

REQUIREMENTS

• Minimum one - three years experience front office experience
• High school diploma required, bachelor’s degree preferred
• Strong computer systems skills including; reservations and reporting systems
• Strong financial acumen
• Excellent communication skills, ability to influence situations
• Able to collaborate effectively with other hotel employees and managers to ensure teamwork
• Strong Microsoft Office suite and reporting system skills
• Ability to work a flexible schedule