Front Office Leader: Guest Experience & Operations

Concord Hospitality Enterprises Co.; Ottawa; On-site; CAD 80,000 - 110,000; Full time

Benefits offered by this job

Competitive wages

Medical, dental, and vision insurance

Life insurance and disability options

Tuition assistance

Discounted room rates at Concord‑owned

Training, development, and career adv进

Job summary

Concord Hospitality Enterprises Co. is seeking a proactive Front Office Manager to lead the front desk team and ensure outstanding guest experiences in a fast-paced hotel environment in Ottawa.

You will drive revenue, maintain brand compliance with Hilton standards, and collaborate with sales and management to optimize occupancy and guest satisfaction. The role emphasizes hands-on leadership, staff development, and operational excellence across front desk operations, billing, and guest services,

Qualifications

• Proven leadership in hotel front office or guest services management.
• Strong customer service and guest-first approach.
• Knowledge of revenue management and financial reporting.
• Excellent communication, training, and problem-solving skills.
• Familiarity with HR best practices and compliance standards.
• Experience with Hilton systems and brand standards preferred.
• Flexibility to work varied schedule including evenings, weekends.

Responsibilities

• Lead delivery of exceptional guest service and foster guest satisfaction as department focus.
• Analyze guest feedback and service recovery trends to identify improvements and action plans.
• Support Hilton Honors enrolment initiatives and team awareness programs.
• Ensure recognition and delivery of Hilton Honors member benefits.
• Train, motivate, and empower front desk staff to deliver professional assistance.
• Oversee front desk operations including check-in/check-out, telephone procedures, and system use.
• Monitor daily room inventory and coordinate oversell-related solutions and VIP/group handling.
• Act as Manager on Duty and support hotel-wide operations when required.
• Partner with General Manager and Sales to generate business opportunities and manage rooming lists.
• Ensure accuracy of guest billing and financial transactions.
• Assist with Revenue Management and participate in revenue calls.
• Manage HR for front desk staff including recruiting, training, evaluations, and retention.

Skills

Leadership experience

Guest-first culture

Revenue management

Financial reporting

Hotel operations

Communication skills

HR compliance

Brand standards

Education

Post-secondary hospitality education

Tools

POS system

Hotel scheduling software

MS Office

Job description

Concord Hospitality Enterprises Co. is seeking a proactive Front Office Manager to lead the front desk team and ensure outstanding guest experiences in a fast-paced hotel environment in Ottawa.

You will drive revenue, maintain brand compliance with Hilton standards, and collaborate with sales and management to optimize occupancy and guest satisfaction. The role emphasizes hands-on leadership, staff development, and operational excellence across front desk operations, billing, and guest services,