Mgr, Front Office-GCT

Position Summary

Under the general direction of the Manager, Hotel Operations, this position is responsible for the planning, directing and overall management of the Front Office Operations at the site level. Develops Performance Objectives and delivers Performance Evaluations for direct reports. Implements all new Front Office initiatives as directed. Actively participates in the recruitment and hiring process. Ensures adherence to the Companys policies and procedures, motivates and leads by example and supports Great Canadians learning environment while establishing a safe and welcoming work environment for all team members.

Key Accountabilities

• Provides leadership, di rection and mentoring to the Front Office Operations at the site level; develops Performance Objectives and delivers Performance Evaluations for direct reports
• Oversees the day-to-day activities of Front Office staff and Managers on Du ty
• Monitors the Front Office budget; prepares project proposals for the Manager, Hotel Operations and/or General Manager to review
• Assists Reservations with maintaining the ADR and monitoring room inventory
• Assists with the achievement of new levels within the internal hotel room Upsell program and Walk In Sales Excellence program
• Ensures the safety of guests and team members with a thorough understanding of emergency procedures
• Drafts, updates and distributes Front Office policies and procedures; ensure adherence to all procedures
• Actively recruits all Front Office staff as the departmental hiring manager
• Applies progressive disciplinary action in accordance with company policy when necessary
• Offers Front Office expertise to internal and external customers
• Assists with guest arrivals and departures as required
• Assists Reservations and Switchboard with answering calls, reservation of guest rooms, etc.
• Responds to and resolves issues as escalated
• Liaises and communicates effectively with all appropriate operational and non-operational departments within the Hotel Casino and Theatre
• Develops and cultivates strong work ing relationships with all stakeholders: guests, management and team members
• Ensures compliance with licensing laws, health and safety and other statutory regulations
Manages other initiatives as required

Education and Qualifications

• Post Secondary education in hospitality or hotel operations, or suitable combination of education and experience
• Minimum 3 years Front Office management experience
• Responsible beverage certification
• Computer literacy in MS Office, Kronos and Opera/Fidelio an asset
Ability to successfully obtain a Gaming License

Work Environment Considerations

• Regular hotel and back office environment, standing, walking or sitting for long periods of time, some exposure to noise, non-traditional work hours