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DEPARTMENT: Front Office
POSITION TITLE: Front Office Manager

REPORTS TO: General Manager

POSITION SUMMARY

The Front Office Manager manages all aspects of the front desk operations, including but not limited to: staff training, scheduling and payroll, guest relations, employee development, guestroom blocks and meeting room sales, and implementing and monitoring sales strategies to achieve occupancy and ADR targets. The Front Office Manager should possess strong communication skills and demonstrate excellent leadership abilities. The Front Office Manager typically works a regularly scheduled front desk shift and must be available to work any shift as needed.

DUTIES & RESPONSIBILITIES

General:

  • Performs and oversees all operation duties of the front desk
  • Providing outstanding customer service to guests
  • Handles guest issues and complaints
  • Acts as the Manager on Duty for the hotel to deal with complaints, special requests, and assist as needed
  • Maintain Trip Advisor profile/online reputation management software and responds to reviews in a timely fashion
  • Maintains managers cash float
  • Reconciles daily cash, credit card payments, and postings
  • Oversees A/R duties
  • Provides daily reports and information to the General Manager
  • Creates and implements upsell incentives at the Front Desk
  • Other duties as assigned

Human Resources:

  • Recruiting, interviewing, hiring and termination of front desk employees
  • Training and employee development
  • Enforces a high standard of customer service excellence amongst all team members
  • Scheduling and payroll
  • Chairs Front Office meetings
  • Performance reviews and discipline
  • Maintains the brand image relating to employee uniforms, name tags, dress code, etc

Sales:

  • Implements training for front desk staff to achieve guestroom sales targets
  • Booking and coordination of small boardroom and guestroom blocks
  • Assists in seeking out leads for new group, meeting, or corporate business
  • Handles posting and billing of guestroom blocks and meeting room bookings
  • Builds rate plans, and ensures accuracy of individual, group and meeting room bookings
  • Conducts site tours of the hotel for potential new business
  • Coordinates meeting room set up and clean up
  • Participates in weekly sales meetings
  • Assists in revenue management strategy implementation

EXPERIENCE, SKILLS & REQUIREMENTS

  • Supervisory or Management experience
  • Hotel Front Office experience
  • Sales experience is an asset
  • Strong technical abilities
  • Problem solving skills
  • Excellent customer service skills
  • A “yes I can” attitude
  • Ability to work independently with little direction
  • Outgoing and friendly personality
  • Strong communication skills

EDUCATION

  • High School Diploma, post-secondary education in Hospitality or Tourism Management is considered an asset.


WORKING CONDITIONS

  • Fast-paced professional environment
  • Standing for long periods of time
  • Includes days, evenings, weekends, holidays and occasional overnight shift when required.

HOW TO APPLY

Email your cover letter and resume to Emily Patrician, General Manager at epatrician@merehotel.com. Please ensure your cover letter and resume details how you meet the requirements, skills and experience, as only candidates who meet these requirements will be considered. Closing date: October 31, 2019.