Front Office Manager - Langley, Canada - Holiday Inn Express & Suites Langley

Description

Holiday Inn Express & Suites Langley, part of the InterContinental Hotels Group (IHG), is seeking an experienced and highly motivated and experienced Guest Services (Front Office) Manager to join our dynamic team.

As the Guest Services Manager, you will be responsible for overseeing all aspects of the front office operations, ensuring exceptional service standards and creating memorable experiences for our guests.

• Manage the entire Front Office operation and maintain high standards of service at all times
• Support Team Members in handling Guest requests and inquiries to ensure a positive outcome
• Monitor budget and control labor costs and expenses with a focus on rate strategy, building initiatives and inventory management.
• Oversee and monitor the performance of the front office team, providing coaching, training, and development opportunities as needed.
• Perform at least 2 to 3 front desk shifts per week which include regular coverage on Sundays and statutory holidays.
• Oversee night audit function and preparation of daily financial reports.
• Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
• Ensure regular and VIP Guests are recognized and that the Front Office department operates with a sales attitude and promotes the IHG brands as well as its rewards program.
• Maximize room occupancy at best rates and use upselling techniques to promote hotel services and facilities
• Monitor the appearance, standards, and performance of the Front Office Team Members
• Train & Ensure Team Members have current knowledge of hotel products, services, pricing, daily events/business and policies, as well as knowledge of the local area
• Maintain good communication and working relationships with all hotel departments
• Conduct daily property walks with careful observations of all areas of the hotel
• Monitor staffing levels to meet business demands
• Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.
• Demonstrate positive leadership characteristics to inspire Team Members to meet and exceed standards
• Conduct daily pre shift meetings
• Perform data entries on brand intranet as required
• Assist & Evaluate staff performance issues in compliance with company policies and procedures
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Respond and report on any guest and/or departmental team member injuries, concerns, complaints or incidents
• Manage and respond to all online reviews and conduct corrective measures when necessary
• Establish and build relationships with guests to ensure all service expectations are exceeded
• Ensure all team members comply with safety policies, emergency procedures and guidelines
• Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner
• Manage guest ledger, advance deposit ledger, AR balances and take routine action to collect payments
• Assist Director of Sales with block creation, rooming lists, and cutoff day management
• Serve as Manager on Duty.
• Perform other duties as assigned.

• Minimum two years' experience as Front Office Manager or similar
• Diploma or higher degree holder required
• Proficiency Opera PMS highly preferred
• Microsoft Office proficiency required
• Familiar with labor practices and progressive disciplinary process
• High level of commercial awareness and sales capabilities
• Excellent leadership, interpersonal, emotional intelligence and communication skills
• Accountable and resilient
• Commitment to delivering a high level of customer service by going above and beyond
• Ability to challenge and inspire team members to perform in a harmonized manner
• Ability to work under pressure
• Excellent grooming standards
• Flexibility to respond to a variety of work situations
• Ability to work on your own and as part of a team
• Ability to work flexible hours, including weekends and evenings when necessary

• Extended health care
• Onsite parking

• French not required

• Monday to Friday
• On call
• Weekend availability

• Bonus pay

• Secondary School (required)