hotel front office manager

Quality inn, Downtown Victoria; Victoria; On-site; CAD 65,000 - 95,000; Full time

Job summary

Quality Inn Downtown Victoria is seeking an experienced Front Office Manager to lead the Front Office Operations team in a fast-paced hotel environment. You will report to the General Manager and serve as the senior management representative in their absence, ensuring smooth operations and adherence to brand standards.

The role emphasizes leadership, staff development, guest service excellence, and coordination with groups and revenue initiatives.

Qualifications

• Minimum 3–5 years of progressive front office hotel experience.
• Strong leadership and people development skills.
• Experience with Choice Hotels brand standards is an asset.

Responsibilities

• Lead the day-to-day operations of the Front Office Department.
• Recruit, hire, onboard, train, and develop front office team members.
• Conduct performance evaluations and provide coaching and mentorship.
• Foster a guest-focused workplace and ensure exceptional service.
• Oversee group bookings, revenue initiatives, and guest satisfaction.

Skills

Leadership

Communication

Organization

Problem-solving

Tools

Property Management System (PMS)

Microsoft Office

Online booking platforms

Job description

Quality Inn Downtown Victoria, BC

Full-Time | Salaried Position

Join Our Team Quality Inn Downtown Victoria is seeking an experienced and guest-focused Front Office Manager to lead our Front Office Operations team. This is an exciting opportunity for a hospitality professional who thrives in a fast-paced hotel environment, enjoys developing high-performing teams, and is passionate about delivering exceptional guest experiences. Reporting directly to the General Manager, the Front Office Manager plays a key leadership role in the daily operation of the hotel. In the absence of the General Manager, this position serves as the senior management representative, ensuring smooth operations, guest satisfaction, and adherence to company and brand standards.

What You\'ll Do

• Leadership & Team Development

• Lead the day-to-day operations of the Front Office Department.
• Recruit, hire, onboard, train, and develop front office team members.
• Conduct performance evaluations and provide coaching and mentorship.
• Create and maintain training programs aligned with Choice Hotels brand standards.
• Foster a positive, professional, and guest-focused workplace culture.
• Develop staff schedules and ensure appropriate staffing levels.

• Guest Service Excellence

• Ensure exceptional guest service standards are consistently maintained.
• Respond to guest concerns and resolve service issues efficiently.
• Monitor guest satisfaction and identify opportunities for improvement.
• Manage Choice Hotels Guest Assistance and Customer Care inquiries.
• Promote loyalty program recognition and benefits for Choice Privileges members.
• Support front desk upselling initiatives to maximize revenue opportunities.

• Operations & Financial Administration

• Review payroll for accuracy and submit information to HR.
• Monitor departmental expenses and identify cost-saving opportunities.
• Oversee accounts receivable processes, group billing, and invoicing.
• Manage corporate and group account deposits, payments, and balances.
• Prepare commission reports and reconcile cash bar revenues.
• Follow up on outstanding accounts and delinquent balances.

• Group Reservations & Sales Support

• Respond to group booking inquiries.
• Create and manage group contracts and rooming lists.
• Monitor room block cut-off dates and occupancy reports.
• Coordinate group requirements with hotel departments.
• Ensure deposits, payments, and documentation are processed on time.

• Revenue Management & Brand Relations

• Manage ChoiceADVANTAGE systems and reporting.
• Maintain relationships with online travel agencies (OTAs) such as Expedia and Travelocity.
• Support revenue management initiatives and room sales strategies.
• Ensure sales and catering inquiries are directed appropriately.

• Safety, Security & Hotel Oversight

• Maintain a strong focus on guest safety, security, and risk management.
• Ensure team members are trained on emergency procedures and fire safety.
• Participate in emergency response situations as needed.
• Conduct regular inspections of public areas and guest-facing spaces.
• Collaborate closely with Housekeeping and Maintenance teams to maintain hotel standards.
• Provide operational support and strategic input to the General Manager.

Qualifications

Required Experience

• Minimum 3 to 5 years of progressive hotel front office experience.
• Previous supervisory or management experience in a hotel setting.
• Experience with Choice Hotels systems and brand standards is considered an asset.

• Skills & Abilities

• Strong leadership, coaching, and employee development skills.
• Excellent communication and interpersonal abilities.
• Exceptional problem-solving and decision-making capabilities.
• Highly organized with the ability to manage multiple priorities.
• Strong understanding of hospitality operations, guest service, and revenue management.
• Proficiency with hotel property management systems, Microsoft Office, and online booking platforms.