Front Office Manager

Job DescriptionAREAS OF RESPONSIBILITY Participates in the development and implementation of business strategies for the hotel which are aligned with Radisson’s overall mission, vision values and strategiesDevelops and implements strategies for front office, bell stand, parking, concierges, etc. that support achievement of the hotel’s goalsMonitors status regularly and adjusts strategies as appropriateCreates the first impression by supervising the door, bell stand, parking, concierge and front office areasDevelops and implements processes and procedures for assigned departments which support achievement of service and financial goalsParticipates in the preparation of the annual budget; monitors achievement of budget and takes corrective steps as appropriatePrepares and analyzes reports in order to develop an informative database for decision making and to communicate upcoming business throughout the hotelAnalyzes business forecasts and maximizes productivity by adjusting schedules accordinglyEnsures front desk handles billing and cash in accordance with hotel’s standardsPlans and coordinates hotel housing activities by working closely with Sales, Catering, Housekeeping and other departmentsEnsures front office is in compliance with all hotel policy and proceduresRecruits and selects qualified candidatesProvides employees with the orientation and training needed to understand expectations and perform job responsibilitiesCommunicates performance expectations and provides employees with on-going feedbackProvides employees with coaching and counseling as needed to achieve performance objectives and reach their fullest potentialGives personal attention, takes personal responsibility and uses teamwork when providing guest serviceListens, apologizes with empathy, finds a solution and follows through when resolving guest problemsProvides Yes I Can! genuine hospitality and teamwork on an ongoing basisAssumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest SatisfactionPerforms other duties required to provide the service brand behavior and genuine hospitalityKeeps General Manager promptly and fully aware of all problems or unusual matters of significancePerforms all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objective of this positionMaintains a favourable working relationship with all other hotel employees to foster and promote a co-operative and harmonious working environmentAt all times projects a favourable image of the Hotel to the publicWorks in conjunction with the Human Resources Department to ensure that all HR initiatives, both at corporate and hotel level are implemented and adhered to in a pro-active and professional mannerREQUIREMENTSMinimum one - three years experience front office experienceHigh school diploma required, bachelor’s degree preferredStrong computer systems skills including; reservations and reporting systemsStrong financial acumenExcellent communication skills, ability to influence situationsAble to collaborate effectively with other hotel employees and managers to ensure teamworkStrong Microsoft Office suite and reporting system skillsAbility to work a flexible schedule