Front Office Manager

AREAS 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 strategies - Develops and implements strategies for front office, bell stand, parking, concierges, etc. that support achievement of the hotel’s goals - Monitors status regularly and adjusts strategies as appropriate - Creates the first impression by supervising the door, bell stand, parking, concierge and front office areas - Develops and implements processes and procedures for assigned departments which support achievement of service and financial goals - Participates in the preparation of the annual budget; monitors achievement of budget and takes corrective steps as appropriate - Prepares and analyzes reports in order to develop an informative database for decision making and to communicate upcoming business throughout the hotel - Analyzes business forecasts and maximizes productivity by adjusting schedules accordingly - Ensures front desk handles billing and cash in accordance with hotel’s standards - Plans and coordinates hotel housing activities by working closely with Sales, Catering, Housekeeping and other departments - Ensures front office is in compliance with all hotel policy and procedures - Recruits and selects qualified candidates - Provides employees with the orientation and training needed to understand expectations and perform job responsibilities - Communicates performance expectations and provides employees with on-going feedback - Provides employees with coaching and counseling as needed to achieve performance objectives and reach their fullest potential - Gives personal attention, takes personal responsibility and uses teamwork when providing guest service - Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems - Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis - Assumes 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 Satisfaction - Performs other duties required to provide the service brand behavior and genuine hospitality - Keeps General Manager promptly and fully aware of all problems or unusual matters of significance - Performs 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 position - Maintains a favourable working relationship with all other hotel employees to foster and promote a co-operative and harmonious working environment - At all times projects a favourable image of the Hotel to the public - Works 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 manner REQUIREMENTS - Minimum one - three years experience front office experience - High school diploma required, bachelor’s degree preferred - Strong computer systems skills including; reservations and reporting systems - Strong financial acumen - Excellent communication skills, ability to influence situations - Able to collaborate effectively with other hotel employees and managers to ensure teamwork - Strong Microsoft Office suite and reporting system skills - Ability to work a flexible schedule