Front Office Manager
BISHA a Luxury Collection Hotel TorontoAdditional Information: This hotel is owned and operated by an independent franchisee, Sunray Group of Companies. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.
The Front Office Manager is responsible for all front office functions and staff. Areas of
responsibility include Concierge, Bell, Door, and Guest Services/Front Desk. As a
department head, leads, directs, and works with managers and employees to
successfully execute all front office operations, including guest arrival and departure
procedures. Strives to continually improve guest and employee satisfaction and
maximize the financial performance of the department.
Leading Front Office Team
• Utilizes interpersonal and communication skills to lead, influence, and encourage
others; advocates sound financial/business decision making; demonstrates
honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Serves as a Marriott Bonvoy Connector for the hotel
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees. Manages all day-to-day operations.
Understands employee positions well enough to perform duties in employees' absence.
• Establishes and maintains open, collaborative relationships with employees and
ensures employees do the same within the team.
• Ensures recognition of employees is taking place across areas of responsibility.
• Communicates performance expectations in accordance with job descriptions for each
position and monitors progress.
• Celebrates successes and publicly recognizes the contributions of team members.
Maintaining Guest Services and Front Desk Goals
• Achieves and exceeds goals including performance goals, budget goals, expenses,
team goals, etc.
• Manages day-to-day operations, ensuring the quality, standards and meeting the
expectations of the customers on a daily basis.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Keeps Front Office team focused on the critical components of operations to drive
guest satisfaction and the desired financial results.
• Conducts department meetings and continually communicates a clear and consistent
message regarding the Front Office goals to produce desired results.
• Reviews staffing levels to ensure that guest service, operational needs and financial
objectives are met.
• Understands the impact of Front Office operations on the Rooms area and overall
property financial goals.
• Manages department controllable expenses to achieve or exceed budgeted goals.
Managing Projects and Policies
• Ensures compliance with all Front Office policies, standards and procedures.
• Ensures property policies are administered fairly and consistently, disciplinary
procedures and documentation are completed according to Standard and Local
Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
Ensuring Exceptional Customer Service
• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest
needs, providing guidance, feedback, and individual coaching when needed.
• Supervises and managing employees. Managing all day-to-day operations.
Understanding employee positions well enough to perform duties in employees
absence.
• Acts as the “Service Champion” for the Front Office and creates a positive atmosphere
for guest relations.
• Displays leadership in guest hospitality, exemplifies excellent customer service, and
creates a positive atmosphere for guest relations.
• Strives to improve service performance.
• Empowers employees to provide excellent customer service.
• Ensures that all Front Office areas have an atmosphere that is conducive to the overall
guest experience.
• Reviews guest feedback, guest satisfaction results and other data to identify areas of
improvement.
• Responds to and handles guest problems and complaints.
• Observes service behaviors of employees and provides feedback to individuals and/or
managers.
Salary & Benefits. $65,000 CAD
This company is an equal opportunity employer.
frnch1