(September Start Date)
Canadian Rocky Mountain Resorts
 
Banff, AB
Canadian Rocky Mountain Resorts
Banff, AB

Location
Banff, AB

Full job description
PRIMARY FUNCTION

The Front Office Manager is responsible for leading and managing all Front Desk operations, ensuring efficient service delivery in line with hotel policies and standards. This role involves directing Guest Service Agents and Bell staff to provide exceptional customer service and maintaining smooth front office functions.

REPORTS TO

Hotel Manager
HOURS

As required
DUTIES & RESPONSIBILITIES

Oversee the Front Desk operations, ensuring they run efficiently and in accordance with hotel policies.
Provide leadership and support to Front Desk team members, handling guest issues and complaints with professionalism.
Maintain the Guest Service Record (GSR) log daily, ensuring accuracy and professionalism.
Regularly review and provide feedback on team performance, guiding staff towards service excellence.
Conduct initial and ongoing training for Guest Service Agents and Bell staff to enhance service quality and teamwork.
Keep updated with property details, local area information, room rates, and packages, and disseminate this knowledge to the team.
Handle reservation inquiries and bookings, offering current information on rates, offers, and packages.
Provide shift coverage across Front Desk and Bell services as needed.
Coordinate preparations for Group, Media, and FIT arrivals, liaising with F&B and Conference departments.
Manage Front Office filing systems and tracking sheets, ensuring they are organized and current. Ensure all guest billing is accurate and up to date.
Perform daily No-Show checks and ensure Front Office supplies are well-stocked.
Remain in constant communication with the housekeeping and maintenance teams on room availability for arrivals, out of order status, and any deficiencies.
Develop strategies for enhanced guest experience, adding value for our guests.
Participate in team events.
Ensure guest reviews and complaints are addressed to the company standard.
Undertake additional responsibilities and duties as required.

EXPERIENCE

Previous experience in Front Desk operations is essential.
Proficiency in Opera PMS is essential.
Demonstrated passion for customer service and problem-solving skills.
Previous leadership or supervisory experience in a hospitality setting is essential.
Strong organizational skills and attention to detail.
Ability to work independently, manage emergencies, and lead a team successfully.
Flexibility to work under pressure in a dynamic environment.