FRONT OFFICE MANAGER

Vintage Hotels & Niagara’s Finest Hotels is currently seeking a Front Office Manager to join our growing team! This is a great opportunity that can provide flexibility, valuable work experience, and a chance to work with a tenured team.

Job Title: Front Office Manager

Property: Queen's Landing

***Please note: By applying to this posting, you are applying for opportunities that may be available at any Vintage Hotels or Niagara's Finest Hotels property. ***

This posting is for an existing vacancy within Lais Hotel Properties Limited.

Position Summary: Manages and administers the activities and Team Members for the daily operation of the hotel in a manner which is consistent with a superior quality hotel.

Duties and Responsibilities:

Primary Responsibilities:

• Providing personalized and exceptional guest service at every given opportunity
• Meeting established up-selling and sales goals
• Creates incentives for the Front Desk Team in order to promote up-selling,
• Monitor staffing needs and labour costs, and adjust as necessary.
• Processes cash and/or credit card payments
• Supports Guest Service Managers, in their efforts to uphold VH SOPs, and train the FD Team
• Ensures that the front office is fully operational in terms of sufficient staff to service the guests
• Provide on-going training for all Team Members
• Performs the human resource function relative to hiring, training, promotions, motivating, and progressive corrective action when required.
• Directly coaches all Team Members, (both “development” and “praise”) and “progressive corrective action”.
• Ensures that Team Members are aware of, and follow all standards and procedures
• Ensures Team Members follow safety policies and procedures
• Develops annual department budget
• Monitors cost and revenues on a daily basis
• Monitor business levels and create schedules to staff accordingly.
• Monitor staffing needs and labour costs, and adjust as necessary.
• Having a thorough knowledge of Lais Hotel Properties’ products and services
• Suggesting additional products and services meeting our Guests’ specific preferences
• Assessing Guests’ individual needs to meet standards for additional products and services
• Ensures that all guest complaints, that escalated, because the “empowered front-line team”, was not able to provide service recovery, are resolved to in such a manner as to uphold VH standards and also satisfy the guest.
• Actively seeking ways to meet Guests’ product or service needs

Secondary Responsibilities:

• Regularly attends management meetings
• Assists other departments as required
• Replenishes and audits floats to maintain levels
• Reports occupancy weekly and monthly
• Forecasts reports for the hotel
• Assists the front office Team Members when necessary
• All other duties as assigned

Health and Safety Responsibilities

• An employer/Manager shall ensure that,

(a) the equipment, materials and protective devices are provided as prescribed;

(b) the equipment, materials and protective devices provided by the employer are maintained in good condition;

(c) the measures and procedures prescribed are carried out in the workplace;

(d) the equipment, materials and protective devices provided by the employer are used as prescribed

• An employer/Manager shall,

(a) provide information, instruction and supervision to a worker to protect the health and safety of the worker,

(b) in a medical emergency for the purpose of diagnosis or treatment, provide, upon request, information in the possession of the employer, including confidential business information, to a legally qualified medical practitioner and to such other persons as may be prescribed;

(c) when appointing a supervisor, appoint a competent person;

(d) acquaint a worker or a person in authority over a worker with any hazard in the work and in the handling storage, use, disposal and transport of any article, device, equipment or a biological, chemical or physical agent;

(e) afford assistance and co-operation to a health and safety committee in the carrying out by the committee of any of their functions;

(f) only employ in or about a workplace a person over such age as may be prescribed (14 years of age in all areas with the exception of kitchen where minimum age requirement is 15);

(g) not knowingly permit a person who is under such age as may be prescribed to be in or about a workplace;

(h) take every precaution reasonable in the circumstances for the protection of the worker;

(i) ensure a copy of the Occupational Health & Safety Act and any explanatory material prepared by the Ministry, is posted if not available advise Human Resources immediately

(j) prepare and review at least annually a written health and safety policy and develop and maintain a program to implement that policy;

(k) post at a conspicuous location in the workplace a copy of the health and safety policy;

(l) provide to the health and safety committee the results of a report respecting health and safety that is in the employer’s possession and, if that report is in writing, a copy of the portions of the report that concern health and safety; and

(m) advise workers of the results of a report and, if the report is in writing, make available to them on request copies of the portions of the report that concern health and safety

• An employer/Manager may appoint himself/herself as a supervisor where the employer/Manager is a competent person
• In addition, an employer/Manager shall,

(a) notify a General Manager/Director of the use or introduction into a workplace of such biological, chemical or physical agents as may be prescribed;

(b) where so prescribed, provide a worker with written instructions as to the measures and procedures to be taken for the protection of a worker; and

(c) carry out such training programs for workers, supervisors and health and safety committee members as may be prescribed

• Comply with all Lais Hotel Properties’ health & safety policies
• Ensures monthly departmental workplace inspections and safety talks are assigned and completed by departmental supervisors
• Conduct a department workplace inspection and safety talk on a semi-annual basis
• Conduct incident investigations
• Conduct team member health & safety training and performing team member safety observance
• Correct substandard acts or conditions through Human Resources Standard & Procedure “C.15 Progressive Corrective Action”
• Commend team members on safe work practices and performance
• Always ensure that workplace accidents/injuries are reported immediately to a Manager/Supervisor

Technical/Managerial/Administrative Requirements:

• Minimum three (3) years hospitality management experience
• Good computer skills
• Basic accounting principles an asset
• Familiar with cash receipts, cash floats, balancing end of shifts, and budgeting
• Previous budgeting experience
• Previous up-selling and/or sales experience is considered an asset

Professional Requirements:

• Graduate of Hotel Administration Diploma, degree program or similar, or the equivalent in education and experience
• Second language an asset
• Excellent problem-solving abilities

Personal Attributes:

• Demonstrated ability to deal effectively with Team Members
• Exceptional dress and grooming standards
• Professional appearance and carriage, positive and proactive attitude, and demonstrates the following qualities; flexibility, dependability, and highly team and service oriented
• Confidence in selling and up-selling products and services
• Positive sales-oriented personality
• Desire to meet goals
• Ethical and honest

Physical Requirements:

• Anticipate high stress levels
• Standing/sitting for long periods of time

Questions, quoting the job title and location, may be directed to [email protected]

Lais Hotel Properties Limited is committed to fostering a diverse, inclusive, and accessible workplace where all individuals are valued and respected. We welcome and encourage applications from people with disabilities, Indigenous peoples, racialized individuals, women, 2SLGBTQIA+ persons, and others who may contribute to the further diversification of our team.

Accommodations are available on request for candidates taking part in all aspects of the recruitment and selection process. If you require accommodation, please let us know and we will work with you to meet your needs.

We are an equal opportunity employer and do not discriminate on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, or disability.