Job Category: Front Desk Manager
Job Type: Full-Time
Job Location: Charlottetown

Position Summary: Directly supervises all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, Prepare monthly reports and budget for front office department. Performs accounting duties for the Hotel in a professional and confidential manner.

Immediate Supervisor: General Manager

Responsibilities:

  • Areas of Staff Supervision, Training, Motivation, Coaching and Scheduling   responsibilities:  Front Desk & Night Audit
  • To ensure all policies are followed.
  • To adopt and implement the Rodd Service Standards.
  • To actively participate in the weekly Mgt Committee meetings
  • To ensure maximum revenues are generated by managing our room inventory using Yield/Revenue Management techniques daily, communicating to the Front Desk staff and reservation agencies of closeouts, overselling when we can, to maximise occupancy and up selling at every opportunity
  • To work closely with the Revenue Manager in maintaining and updating rates on various internet sites such as Priceline, Expedia, Travelocity, and Hotwire.
  • To manage costs proactively, reviewing Flash report and Wage cost report daily.
  • To make decision daily on when cost cutting improvements should be implemented.
  • Coordinating groups and events with conference services, revenue management and other department heads
  • Attend and participate in weekly scrub and revenue call.
  • To stay current with changes, updates in the Maestro system and to pass these changes on to all Front Desk Agents and Night Auditors as applicable.
  • To generate Reports in a timely and cost-effective manner
      • Pace
      • Revenue Management
      • Rate type recap (Month end)
      • Market Segment (Month end)
  • To Train and Coach All staff in your departments to be at their best Quality Service Levels

every day to:

  1. Close the Sale
  2. Up selling
  3. Telephone etiquette,
  4. Master Bill Policy,
  5. Revenue Management &Rate Structure and Policies,
  6. Service Orientation,
  7. New Reports from Front Desk system.
  • To oversee the training and coaching of Front Desk staff to WOW our guests as they make first contact with guests and set the level of expectation.
  • To interpret and react to challenges in a Team Approach.
  • To be the contact person for all reservations services, that Rodd Hotels and Resorts are involved with.
  • To support and motivate others to follow our green initiatives.
  • To have taken a monthly inventory of all supplies
  • To order Front office supplies.
  • To hold monthly Department meetings to discuss, Successes, concerns, and challenges within the department and to bring any concerns relating to other Departments to the appropriate supervisor so the problems can be corrected in a team manner. Also, to keep General Manager informed of any items that need attention

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