Front Office / Sales Manager

Ramada LangleySurrey; Surrey; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading hotel in Surrey is seeking a Front Office Manager to lead the Front Office team and ensure exceptional guest satisfaction. The ideal candidate will have 3-5 years of front office and hotel sales experience, with strong communication and decision-making skills. The role requires multitasking in a fast-paced environment and proficiency in Microsoft Office. Flexibility to work weekends and holidays is essential.

Qualifications

• Minimum 3 – 5 years of front office experience and hotel sales experience.
• Preference for candidates with hotel management / hotel sales experience.
• Ability to work in a fast-paced environment.

Responsibilities

• Lead and direct the Front Office team to ensure smooth operations.
• Assist with check-ins/check-outs and provide quality service.
• Respond professionally to guest concerns and assist GM with reviews.

Skills

Strong guest relations skills

Strong communication skills

Strong decision-making skills

Ability to multitask

Tools

Microsoft Office

Opera Cloud

Job description

Front Office Manager – Job Description

Under the leadership of the General Manager, the Front Office Manager will contribute to the successful operation of the Front Office by ensuring all standards established by the Hotel are met or exceeded. The successful candidate will have a hands‑on approach. Strong guest relations skills and a passion for ensuring our guests’ stay is not just enjoyable, but memorable.

Key Responsibilities

• Lead and direct the Front Office team to ensure the smooth operation of the Front Office functions while ensuring the highest level of guest satisfaction
• Assist with check‑ins / check‑outs and other front desk duties when necessary; ensures that the front office team provides quality service to all hotel guests while following both the hotel’s policies and Wyndham brand standards
• Ensure proper staff levels of the front desk including scheduling, vacation planning, recruitment and training of new staff
• Ongoing training, coaching, mentorship, and acknowledgement of front office staff as well as discipline if needed.
• Respond to any guests’ concerns, both written and orally in a professional manner. Assist the GM with online review responses
• Works with online resellers and travel agents to ensure pre‑arrival requests are addressed, reconciliations, chargebacks, and billing disputes
• Assist GM with corporate sales by sourcing and cultivating new clients, as well as maintaining existing corporate client base
• Assist the GM with group bookings from initial quote / information call, to booking, contracting, billing and arrival / departure processes.
• Ensure the front desk is stocked with all needed supplies and order as necessary
• Assist GM with inventory control and recording
• Hold regular quarterly department meetings to ensure proper communication with all shifts
• Maintain strong communications with both housekeeping and maintenance department heads to assure proper overall hotel operations as well as attending to guests special needs and requests
• Work with all departments to ensure the safety and security of both staff and guests in both emergency situations and day‑to‑day operations.
• Performs other related duties and special projects as assigned.

Ideal Candidate

Candidate must have a minimum of 3 – 5 years of front office experience and hotel sales experience. Preference will be given to those with hotel management / hotel sales experience.

Must have strong communication skills, both verbal and written.

Must be able to work in a fast‑paced environment and be able to multitask.

Must have strong computer skills and be confident in Microsoft Office. Knowledge of Opera Cloud and reseller extranets is a definite asset.

Must be punctual and reliable, able to work weekends and holidays as needed, and able to work flexible hours.

Strong decision‑making skills and ability to ensure guest privacy and safety.