Position SummaryThe Front Office Manager position serves as a department head role, overseeing Front Desk, Guest Services, and Shuttle operations. This position reports directly to the Rooms Division Manager, and will oversee a team of up to 30 hosts. As the central point of contact for information, and communication for our guests, hosts, and homeowners alike this role is pivotal in the success of the resort operations.Duties and Responsibilities:Lead and manage the Front Office Team, including Guest Services Agents, Guest Services Supervisors, Guest Services Managers, Overnight Guest Services Managers, and Shuttle DriversDeliver exceptional service experiencesDevelop and implement strategies to optimize revenue, occupancy, and guest satisfaction scores for the Front Office department.Manage scheduling and scheduling requestsCoordinate shuttle services efficiently to meet guest transportation needs, including scheduling, vehicle maintenance, and driver training.Collaborate with the Rooms Administration Manager to ensure homeowner needs and requests are handled promptly and professionally.Collaborate with the Assistant Housekeeping Managers to maintain cleanliness and maintenance standards throughout the resort (Back and front of house)Support the Rooms Division Manager in budgeting, forecasting, and cost control activities for the Front DeskOversee recruitment, training, and mentoring of Hosts to deliver outstanding service, and achieve departmental goalsConduct regular performance reviews, providing feedback, and facilitating ongoing training and development opportunitiesWork closely with the Rooms Division Manager to develop and implement emergency procedures, including evacuation plans and response protocols.Review departmental schedules for the Front Office, making adjustments as needed to meet operational and financial goalsMust be hands on in all areas of the Front Office OperationsBecome the expert in Opera, managing the rooms inventory and collaborating regularly with housekeepingAll other duties as assignedSkills, Abilities and Attributes:Respond promptly and effectively to guest inquiries, requests, and concerns, ensuring resolution and guest satisfaction.Implement service recovery procedures and handle escalated guest issues with professionalism and empathy.Able to take initiative within given guidelinesAble to adapt in a fast pace environment within a dynamic work scheduleWork well in high stress situations to meet the deadline demandsEducation and Experience:Bachelor’s degree in Hotel Management, Hospitality, or related field preferred2 years leadership experience in a hotel / resort operations, with a focus on knowledge of Rooms Division OperationsStrong leadership skills and an ability to manage diverse teamsExperience with Opera Cloud PMS preferredIn-depth knowledge of property management systems and hotel operationsStrong skill level with Microsoft Office suite of products, particularly ExcelExperience developing and managing operational, and capital budgetsPassion for driving efficiency and profitabilityExcellent communication, organizational, interpersonal, and multitasking skillsA passion for providing an exceptional experience for our guests, hosts, and homeownersG Class Driving License with a clean driving recordMust be legally entitled to work in Canada
