Front Office Manager

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Front Office Manager at the Courtyard by Marriott, in Nanaimo, BC!

This individual is responsible for the front office operations and respective staff. The Manager is responsible for lodging operations, reconciling lodging inventory issues that arise and resolving lodging type conflicts, coaching and counseling staff, managing guests’ requests and preferences, and assisting front-line staff in delivering service and culture that is consistent and continually in accordance with Brand standards and Hotel Equities.

• Ensure consistent, superior customer service when greeting and registering guests.
• Manage Front Office schedules and ensure appropriate personnel for occupancy forecasts.
• Assist in interviewing, hiring, and training front desk agents to ensure they meet Hotel Equities’ service standards.
• Provide support and step in as needed so that the Front Desk staff can quickly and effectively respond to guest requests and issues.
• Ensure that Front Desk Associates understand and anticipate guests’ expectations.
• Empower associates to satisfy guests and make decisions.
• Be a responsible leader and trainer for the front desk team, ensuring they are mentored, supported and empowered to always provide the highest quality of service.
• Model desired behavior.
• Resolve customer problems, such as discounts, adjustments to bills, or complimentary rooms to compensate for any inconvenience as directed. Find root causes and work to implement better processes.
• Personally assist Front Desk Associates during peak times, breaks, tardiness, and absences.
• Review all incoming reservations, pre-block rooms with special requests when necessary, and coordinate special requests with appropriate staff members.
• Ensure that the following Front Desk areas of responsibility are handled properly, with thoroughness, accuracy, and efficiency in a friendly environment:
  • Phones/Switchboard
  • Check-ins/Check-outs
  • Reservations
  • Ensure messages, wake-up calls, mail, and faxes are handled properly
• Relay safety guidelines to customers (in-room safes, safety deposit box, etc.)
• Review customer satisfaction and direct customer contact. Answer guest comments through numerous booking websites
• Act as Manager on Duty for the first line of support for services needed during daily operations
• Ensure all guest opportunities are followed up quickly, efficiently, and courteously, and completed to the satisfaction of the guest and that service obstacles are identified and resolved
• Review daily front office reports
• Improve and delegate tasks to promote the overall success of the department
• Review front desk posting journals at the end of their shifts to ensure proper posting
• Enforce all cash-handling, check, and credit processes and policies
• Maintain master key control and key management system
• Verify that accurate room status information is maintained and properly communicated
• Assist with team meetings as well as meeting regularly with the team to discover any issues and provide resolution
• Attend staff and management meetings as needed and requested
• Properly handle and account for keys
• Be knowledgeable of policies regarding emergency procedures and security concerns
• Ensure the protection of guests’ room numbers
• Adhere to all work rules, procedures, and policies established by the company, including, but not limited to, those contained in the associate handbook. Implement and maintain superior guest service
• and culture, which serves as a guide to desk agents
• Other duties as assigned by management

• Consistently communicate performance and standards to staff
• Build teamwork
• May conduct monthly departmental meetings
• Maintain a cooperative and positive work environment
• Be reliable and honest
• Treat all associates with fairness, impartiality, and consistency
• Adhere to all work rules, procedures, and policies established by the company, including but not limited to those contained in the associate handbook
• Work schedule necessary to supervise department, including evenings, weekends, and…