Front office manager

Le Nouvel Hôtel Montréal; Montreal (administrative region); On-site; CAD 60,000 - 90,000; Full time

Job summary

Le Nouvel Hôtel Montréal seeks an experienced Front Office Leader to oversee front desk operations and guest services in our downtown Montreal property.

You will supervise reception, telephone, concierge and night audit teams, ensuring smooth check-in/check-out and a safe guest environment while driving satisfaction and financial performance.

Qualifications

• Experience leading front office teams and ensuring service quality.
• Strong guest-service focus and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced hotel environment.
• Familiarity with front desk operations and hotel PMS (OPERA).

Responsibilities

• Lead and supervise front office operations including reception, phone operators, concierges and night auditors.
• Coordinate activities across front desk to ensure smooth guest check-in/check-out.
• Maintain a safe and secure environment for guests and associates.
• Strive to improve guest and employee satisfaction and department financial performance.

Skills

Customer Service

Leadership

Prioritization

Stress Tolerance

Team Leadership

OPERA PMS

Bilingual FR/EN

Tools

PMS Systems

Job description

Workplace

1740 boulevard René-Lévesque Ouest, Montréal, Quebec, Canada, H3H1R3

Status

Full Time

Located in downtown Montreal, Le Nouvel Hotel gives you quick access to all means of transportation. You want to be surrounded by passionate professionals, this 4-star hotel is ready to receive you. In addition, the location of the hotel gives you a variety of choices for restaurants and cafes for lunch hours or for the 5 to 7 after work.

Reporting to the General Manager, you will lead and oversee all Front Office operations, including Front Desk Agents, Telephone Operators, Concierges, and Night Auditors.

You will be responsible for managing the Front Office team and working closely with team members to ensure the successful execution of all Front Office operations, including guest check-in and check-out procedures. You will also contribute to maintaining a safe and secure environment for all guests and associates.

You will continuously strive to enhance both guest and employee satisfaction while maximizing the department’s overall financial performance.

Job Description

• Uses interpersonal and communication skills to lead, influence, and encourage others;
• Encourages and reinforces mutual trust, respect, and cooperation among team members.
• Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
• Achieves and exceeds objectives
• Manages daily operations, ensures quality, standards, and meets daily customer expectations.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Keeps the reception team focused on the sensitive components of operations.
• Understands the importance of front-office operations and its impact on accommodation in general.
• Addresses customer complaints and ensures all customer issues are resolved.
• Ensures compliance with all policies, standards, and procedures of the department.
• Coordinates activities with other hotel departments to facilitate communication.
• Improves service by communicating and helping the team understand customer needs, providing advice, feedback, and individual coaching as necessary.
• Analyzes customer feedback and satisfaction results to identify areas for improvement.
• Responds to customer problems and complaints and manages them.

Skills

• Strong customer service and interpersonal skills
• Leadership and decision-making ability
• Prioritization skills and ability to handle multiple tasks at once
• Stress tolerance and strong adaptability in a constantly changing environment
• Teamwork skills, autonomy, versatility, and initiative.
• Ability to learn and quickly understand different PMS and software such as OPERA.
• Good knowledge of the union environment.
• Ability to learn fast.

Languages

Bilingualism (French and English) both orally and in writing is required in this position, as we serve an international clientele.

Who Are We

Tidan is a hotel and real estate group in business for 52 years with a portfolio of 12 hotels and more than 65 real estate properties, as well as the largest tennis club across North America. To learn more about Tidan, visit our website: https://www.tidan.com/en /.

We believe in teamwork and are committed to creating a high performing team whether through training or by strengthening team relationships. We have an admiration for our employees who set themselves professional challenges and we support them in achieving them. Take the step and join the Tidan team through our many job opportunities, whether in the hotel or real estate sector, there is a place for you.

Reporting to the General Manager, you will lead and supervise all operations of the front office service, including receptionists, telephone operators, concierge staff, and night auditors. Your areas of responsibility will include the reception personnel. You will direct and work with your team to successfully execute all front-office operations, including guest check-in and check-out procedures. You will work to establish a safe and secure environment for all guests and associates. You strive to continually improve guest and employee satisfaction and maximize the department’s financial performance.