Front Office Manager

Coast Hotels; Vancouver; On-site; CAD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a Front Office Manager to lead their team and uphold exceptional guest service standards. This role is pivotal in driving operational efficiencies and maximizing profitability while fostering a positive work environment. The ideal candidate will possess strong leadership skills, a background in hospitality, and a commitment to customer satisfaction. Join a company that values accountability and offers ample opportunities for career development. If you're ready to make a significant impact in a dynamic setting, this is the perfect opportunity for you!

Benefits

Competitive wages

Employee discounts

Training and development

Career advancement opportunities

Qualifications

• 4+ years of experience in hospitality management, including leadership roles.
• Strong communication and problem resolution skills are essential.

Responsibilities

• Lead and maintain guest service standards for the Front Office.
• Create and implement departmental plans to optimize revenue and guest satisfaction.
• Manage team performance and provide recognition for excellent service.

Skills

Leadership

Customer Service

Communication Skills

Problem Resolution

Budgeting

Interpersonal Skills

Health and Safety Regulations Knowledge

Flexible Schedule

Education

Bachelor's Degree in Hospitality

Diploma in Hospitality

Tools

MS Office Suite

Job description

Friday, March 21, 2025

Your company, your values, your career!

Coast Hotels is a dynamic and growing brand. Our culture is rooted in our values, leadership accountability, and the growth and development of our Ambassadors.

The Front Office Manager contributes to the overall success of the hotel by leading and maintaining guest service standards for the Front Office, ensuring alignment with Coast Hotels' long-term strategy. This position is integral to the continued growth and development of the Front Office team and to maximize operational efficiencies, customer service, and profitability.

Responsibilities:

• Creates and implements a departmental plan and measurable objectives for the Front Office that supports the Company’s overall strategy, including guest satisfaction scores, room occupancy and revenue optimization targets.
• Communicates change initiatives and monitors implementation, clearly articulating the rationale for change and impacts on the Front Office and operations.
• Puts in place the systems, structures, and disciplined practices required to manage results. This includes planning and prioritizing, providing clear direction, ensuring accountability, and monitoring the achievement of financial, quality, safety, and other key business measures.
• Forecasts and proactively addresses needs and situations, i.e., with the introduction of sales and marketing promotions, maximizing room occupancy and revenue.
• Adheres to departmental budgets and prioritizes resource allocations appropriately, using budgets, operating statements, and payroll progress reports as needed to assist in the management of the Room Operations.
• Focuses on short and long-term priorities, maintaining a big picture perspective.
• Participates in the management of departmental controllable expenses, supervises same-day selling procedures to achieve or exceed budgeted goals.
• Verifies accuracy of room rates to maximize revenue opportunities.
• Performs front office agent tasks as needed.
• Connects with and engages ambassadors in their work and ensures that ambassadors feel recognized and valued.
• Creates a work environment based on Coast’s Values.
• Builds a team with the right people in the right roles and manages performance with the capabilities to deliver on the business plan through effective recruitment, communication, and team practices; ensures the team’s ongoing development.
• Provides formal and informal recognition to acknowledge the demonstration of excellent performance and/or adherence to the Coast Values; creates opportunities for team celebrations.
• Resolves guest service issues and identifies potential barriers to guest services; works with others to remove barriers to service excellence across Coast’s operation.
• Assists in the review of comment cards and guest satisfaction results with ambassadors.
• Schedules the team against guest and hours/occupied room goals.
• Other projects as required.

Skills/Knowledge/Experience:

• 4 years of related work experience, plus 2 years experience leading others.
• Bachelor's Degree or Diploma in Hospitality or equivalent combination of education and experience.
• Valid local driver’s license (class 5), and clear driver’s abstract.
• Excellent communication (written, oral English, and listening) and customer service skills.
• Ability to lead and motivate others, excellent interpersonal skills to support the building of strong relationships with diverse groups of people.
• Strong problem resolution skills and conflict resolution skills to resolve issues.
• Experience forecasting and budgeting for a functional area within a property.
• Excellent knowledge of health and safety regulations.
• Intermediate accounting and budgeting skills.
• Intermediate level in the use of MS Office Suite.
• Experience in discussing performance issues with team members and providing direct and honest feedback when discussing career advancement and leading performance expectations.
• Aware of and understands how all areas of the business interact and how own area impacts and is impacted by other areas.
• Understanding of legislation and regulations (i.e., WCB, employment standards, collective agreement) as they apply to own area.
• Ability to speak/understand a second language is an asset.
• Exemplifies Coast’s core values and enjoys working in a culture of accountability.
• Able to work a flexible schedule, which includes evenings, weekends, holidays, and overnight shifts when required.

Coast Hotels offers a variety of benefits, including competitive wages & benefits, employee discounts, training & development, career advancement opportunities & more!

Coast Hotels is an Equal Opportunity Employer.
Coast Hotels would like to thank all interested applicants.
Only those selected for an interview will be contacted.

NO PLACE LIKE COAST!