Front Office Manager

Ontario Restaurant Hotel & Motel Association (ORHMA); Ottawa; On-site; CAD 65,000 - 90,000; Full time

Job summary

Hilton Garden Inn & Homewood Suites Ottawa Downtown, part of Concord Hospitality, seeks a dedicated Front Office Manager to champion guest satisfaction and product excellence. You will lead the guest services team, foster a welcoming atmosphere, and inspire exceptional service that drives our high-performing hotel culture.

Responsibilities include directing front desk operations, embedding a guest-first philosophy, collaborating with the GM and Sales to optimize revenue, manage rooming lists,

Qualifications

• Experience leading front office or guest services teams.
• Strong guest-first service philosophy and exceptional service.
• Knowledge of revenue management and financial reporting.
• Excellent communication, training, and problem-solving skills.
• Ability to lead a diverse team and stay composed under pressure.

Responsibilities

• Lead and train front office associates to deliver responsive guest services.
• Oversee front desk operations from check-in/out and manage hotel systems.
• Serve as Manager on Duty providing operational support.
• Collaborate with General Manager and Sales to drive business and optimize rate strategies.
• Support Revenue Management and engage with corporate partners.
• Ensure timely production of accurate financial reports.
• Manage HR for front desk team including recruitment and performance evaluations.
• Ensure compliance with policies, labor laws, safety standards, and controls.
• Oversee property inspections and maintenance schedules.
• Mentor future leadership within front office.

Skills

Front Office Leadership

Guest-first

Revenue management

Financial reporting

Communication

HR compliance

Staff training

Problem solving

Team motivation

Shift flexibility

Education

Post-secondary education in Hospitality or Business

Tools

POS systems

Job description

At Hilton Garden Inn & Homewood Suites Ottawa Downtown, part of Concord Hospitality, we believe in creating memorable experiences for every guest. We are seeking a dedicated Front Office Manager to champion our commitment to superior guest satisfaction and product excellence. This role is pivotal in leading our guest services team, fostering a welcoming atmosphere, and inspiring exceptional service that drives our positive, high-performing hotel culture.

Key Responsibilities:

• Ensure exceptional guest satisfaction by embedding a guest-first philosophy across all operations.
• Lead, train, and empower front office associates to deliver responsive and professional guest services.
• Oversee comprehensive front desk operations, from check-in/check-out to managing hotel amenities and systems.
• Serve as Manager on Duty, providing essential operational support across the hotel.
• Collaborate with the General Manager and Sales team to drive business growth, optimize rate strategies, and manage rooming lists.
• Support Revenue Management initiatives and actively engage in revenue discussions with corporate and brand partners.
• Ensure the timely production of accurate financial reports.
• Manage all HR aspects for the front desk team, including recruitment, training, performance evaluations, and retention.
• Uphold strict compliance with personnel policies, labor laws, health & safety standards, and key control protocols.
• Conduct regular property inspections and oversee maintenance schedules to uphold exceptional product standards.
• Mentor and cultivate future leadership talent within the front office department.

Requirements & Qualifications:

• Demonstrated leadership in hotel front office or guest services management.
• A strong guest-first philosophy and a proven ability to cultivate exceptional service.
• Understanding of revenue management, financial reporting, and comprehensive hotel operations.
• Exceptional communication, training, and problem-solving capabilities.
• Familiarity with HR best practices and compliance.
• Ability to lead, coach, and inspire a diverse team effectively.
• Capacity to remain calm, professional, and solution-oriented during peak times.
• Meticulous attention to detail and unwavering commitment to quality.
• Flexibility to work varied shifts, including evenings, weekends, and holidays.
• Proficiency with standard computer applications; experience with hotel management or POS systems is a plus.
• Post-secondary education in Hospitality, Business, or a related field is preferred.