Front Office Manager

Job title: Front Office Manager

Job description: As an award-winning business, The Sun Peaks Grand Hotel & Conference Centre is currently seeking a Front Office Manager to join our team.

What you can expect from us:

The Sun Peaks Grand culture encourages individual initiative combined with a collaborative approach to deliver the finest mountain resort experience for our guests. We value innovation and development that contributes both to business success and personal growth. We also know you have a life outside of work, and encourage work-life balance, including reaping the benefits of living in resort and the summer and winter activities the mountain has to offer.

With a 17-year-old history, the Sun Peaks Grand is the flagship hotel in Sun Peaks, offering an unparalleled guest experience, enhanced by a significant room renovation in 2018. Building on its success to date, this year marks the start of a new growth phase for both the hotel, as well as the resort, under common ownership, and an exciting time for the right individual to join the team.

A sneak peek into some of the perks and benefits enjoyed by our Full-Time employees.

• Full access Winter/Summer Season Lift, Trail and Golf passes
• Dining discounts within our Hotel outlets
• Free access to our Employee and Family Assistance Program provided through Homewood Health
• Reciprocal programs with partnering hotels
• Friends and family hotel rates
• Continued professional growth and development opportunities
• Progressive leadership learning opportunities

ROLE PROPOSITION
As a key member of the hotel’s operational management team, and Service Champion for the Front Office, the Front Office Manager will foster a culture of success through strong leadership and team dynamic that enables an elevated guest experience. This role will collaborate with the hotel leadership team to achieve the overarching hotel goals and work closely with the Director of Rooms to provide operational insights and highlight improvement opportunities.

The Front Office Manager role will provide strength to the successful candidates’ professional experience, opening up opportunities of advancement internally and externally throughout the Tourism / Hospitality industry.

ACCOUNTABILITIES

• Demonstrates what it means to be a ‘Service Champion’ for the front office, role modelling welcoming hospitality and exemplifying excellence in guest service for the Front Office team.
• Analyzes service/satisfaction data from Revinate and identifies trends to inform collaborative action planning for the front office team
• Owns departmental full cycle recruitment efforts such as conducting interviews, hiring and departmental onboarding
• Takes note of opportunities to improve processes, empowers the team members and remove barriers that weaken guest experience and works to drive year-over-year improvement of guest satisfaction scores
• Ensures upselling techniques are utilized to maximize room occupancy and overall revenue
• Monitors cost control efforts and interprets financial statements; making recommendations for budget and forecast
• Approves the front office team timesheets weekly for accuracy and approves employee vacation requests when possible
• Develops the front office team schedule in alignment with business needs
• Develops departmental policies and procedures and implementation
• Develops and maintains a safety culture within the front office department, ensuring active departmental participation, adherence, and awareness to Hotel and WorkSafe BC standards.
• Monitors the team members performance through supervision and service quality audits, providing timely feedback and recognition
• Encourages and builds mutual trust, respect, and cooperation among team members, ensuring team members are treated fairly and equitably
• Establishes and nurtures open, collaborative relationships with team members, fostering a culture of dialogue
• Contributes to the operational leadership team in a collaborative effort to achieve overarching hotel goals
• Oversees the initial new hire training and department assimilation, as well as developing and refreshing training materials to support
• Identifies the on-going development needs of team members, including in the moment feedback, coaching, mentoring, and other supports and resources to help improve knowledge, skills and performance
• Conducts ad hoc as well as annual performance evaluations for all team members
• Seeks opportunities for cross training among the rooms and front office positions
• Reviews supplier contract agreements annually with Sr. Director of Operations
• Monitors and initiates regular supplier performance evaluations

Job Requirements/Qualifications:

• 3 years’ minimum Front Desk experience with a minimum of 2 years of service in a leadership role; Experience in a hotel setting or related industry is required; Resort experience is a strong asset
• Post-secondary education in hospitality or related discipline preferred
• Energetic and outgoing with a positive attitude, driven to deliver elevated guest experiences
• Professional and well organized with excellent communication skills in English, both written and verbal
• Excellent problem-solving abilities and ability to think on your feet
• Highly responsible self-starter and reliable team player, with the ability to remain calm under pressure in a fast-paced environment
• Must have the ability to supervise, mentor, train and motivate a team
• Ability to work within and promote an innovative and multi-tasked environment
• A working knowledge of hotel systems, specifically Opera PMS would be a strong benefit
• Proficiency with computer systems required, such as Microsoft Windows applications
• A level of financial acumen and ability to budget, forecast, and interpret financial statements

Note: The Front Office runs 24 hours a day, 365 days a year; flexible shift availability to work as business levels dictate (weekends, evenings and some overnights) is an asset. Job Application Process:

Company: Sun Peaks

Expected salary:

Location: Canada

Job date: Fri, 25 Jun 2021 06:45:47 GMT