Assistant Front Office Manager

Concord Hospitality Enterprises; Ottawa; On-site; CAD 60,000 - 65,000; Full time

Job summary

A leading hospitality company is hiring an Assistant Front Office Manager to ensure an exceptional guest experience and lead the front office team. This role involves managing operations, developing procedures, and addressing guest concerns while maintaining high standards of service. Competitive wages and comprehensive benefits are offered, supporting professional growth and work-life balance.

Benefits

Comprehensive benefits including medical/dental/vision plans

Tuition assistance

Discounted hotel stays

Opportunities for training and career growth

Qualifications

• Previous Front Office Management or Supervisory experience required.
• Night Audit Management experience is a strong asset.
• Unrestricted availability, including mornings, evenings, weekends, and holidays.

Responsibilities

• Lead management of the front office department in the absence of the Front Office Manager.
• Manage scheduling and payroll in the absence of the Front Office Manager.
• Ensure compliance with hiring practices and conduct timely reviews.

Skills

Interpersonal skills

Analytical skills

Technical skills

Ability to work under pressure

Knowledge of reservations systems

Bilingual (English & French)

Job description

Description

We are hiring an Assistant Front Office Manager!

The Assistant Front Office Manager plays a pivotal role in ensuring an unforgettable guest experience, upholding our commitment to excellence, and leading a highly skilled front office team.

Responsibilities:

• Be readily available and approachable for all guests.
• Assist in developing written standard operating procedures and training plans.
• Lead management of the front office department in the absence of the Front Office Manager.
• Champion technical support for the front office and act as a primary contact for technical issues.
• Manage scheduling and payroll in the absence of the Front Office Manager.
• Participate in night audit operations management.
• Assist in accounting duties related to the front office with the accounting department.
• Manage the in-house reservations department.
• Audit staff performance and operational data to ensure compliance with brand standards and targets.
• Support system integration and transition from OnQ PM to PEP.
• Help associates understand and exceed guest needs and expectations.
• Proactively address guest concerns following property-specific recovery plans.
• Publish GSS results and solicit feedback for improvement.
• Maintain professionalism and courtesy with guests and staff at all times.
• Ensure all team members meet hospitality standards.
• Create an environment emphasizing motivation, empowerment, and teamwork.
• Be available and approachable for associates, addressing their concerns proactively.
• Understand AOS/GSS results and develop strategies for improvement.
• Set clear expectations, communicate goals, and lead by example.
• Motivate staff to resolve guest and associate concerns.
• Ensure timely orientation for new associates.
• Know and implement the hotel’s emergency plan.
• Comply with all corporate accounting procedures.
• Develop and communicate selling strategies.
• Oversee hotel operations to meet standards and ensure audits are completed.
• Provide a safe work environment compliant with OSHA/MSDS.
• Perform annual quality audits with GM.
• Maintain a key control program.
• Ensure appropriate staffing levels to exceed guest expectations.
• Assist the Guest Service Manager and understand hotel system inventory and selling strategies.
• Network to generate new business leads and stay current on market conditions.
• Ensure compliance with hiring practices and conduct timely reviews.
• Promote fairness and maintain licenses and permits.
• Manage team scheduling and effective communication systems.

Work Requirements

• Previous Front Office Management or Supervisory experience.
• Strong interpersonal and analytical skills.
• Technologically savvy, capable of resolving IT needs for Front Office systems.
• Ability to work well under pressure.
• Strong knowledge of reservations systems and revenue management.
• Night Audit Management experience is a strong asset.
• Unrestricted availability, including mornings, evenings, overnights, weekends, and holidays.
• Bilingual preferred (English & French).

Benefits

We offer competitive wages. Full-time associates are eligible for comprehensive benefits, including medical/dental/vision plans, life insurance, disability options, tuition assistance, discounted hotel stays, and opportunities for training and career growth.

Why Concord?

Concord invests in its associates through training and development at all levels. Our “Associate First” culture supports personal growth and recognizes hard work and dedication. We value work-life balance, diversity, and a commitment to excellent service. Our company is built on five cornerstones: Quality, Integrity, Community, Profitability, and Fun!

“We Are Concord!” We support diversity and inclusion, aiming to be a “Great Place to Work for All.”

Salary

This is a salaried position with a range of $60,000 - $65,000 CAD per year.

Source: Concord Hospitality