Front Office Manager - Chateau Nova

We are looking for a full-time Front Office Manager to add to our team. This position is located at Chateau Nova at 4571-48 Street Yellowknife, NWT.

If the below description sounds like you, please apply online. No phone calls please, and in-person resumes will not be accepted.

Primary Functions

Reporting to the General Manager, the Front Office Manager is responsible for leading and championing the Guest Experience within the hotel by focusing on the arrival process, guest interactions, and optimizing guest satisfaction. They are passionate about serving others and working as a team with associates from all departments. This position is full-time and includes days, evenings, weekends, and holidays.

Provide leadership in service and innovation while fostering career growth and development for our team members. This position requires excellent customer service and the ability to work under pressure, enabling you to provide genuine hospitality to our guests by delivering excellent customer service in an efficient and consistent manner, while maintaining a positive and cooperative attitude and a SMILE.

The Front Office Manager is required to maintain a flexible schedule and be available to work shift work including evenings, weekends, and holidays. Full-time permanent position, minimum 30 hours/week.

Job Duties:

The specific responsibilities of the Front Office Manager will vary depending on the needs of the hotel. Specific responsibilities may include, but are not limited to the following areas:

• Leads, motivates, and coaches the associates in order to maximize productivity and satisfaction.
• Follows all Nova Hotels Accounts Receivable practices and ensures all procedures are followed to maintain desired outcomes.
• Actively participates, coaches, and leads associates in guest problem resolution processes to ensure that guest service opportunities are resolved quickly and addressed effectively.
• Implements and owns arrival best practices checklist, measuring accuracy through documented audits.
• Leads, motivates, and coaches all pass-on communications between departments.
• Ensures accuracy of room block assignments, arrangements for special requests, VIP accommodations, and the distribution of the VIP lists.
• Conducts regular walkthroughs of the hotel. Notes any deficiencies and follows up as required.
• Prepares bi-weekly Front Office schedules. Maintains complete knowledge of the daily schedules to accommodate all groups, special requests, and any special features of the hotel, while maintaining the desired labour costs.
• Helps to manage Online Travel Agents and manage the room inventories to ensure the desired Average Daily Rates.
• Prepares travel agent commission reports in a timely manner.
• Prepares all required month-end procedures and ensures they are provided to Nova accounting within the required time.
• Develops strategies and action plans to achieve set goals and objectives for Net Operating Income, Guest Services Index, and Culture.
• Conducts performance reviews according to established deadlines for front office and night audit associates.
• Designs and ensures active participation of associates for all training programs.
• Listens and responds to guests' requests or concerns and takes action until completion.
• Projects a favorable image of Nova Hotels Hospitality to the public.
• Implements policies and procedures for daily operations.
• Other projects/duties as assigned.

• Must be able to legally work in Canada.
• Must speak fluent English.
• Previous hotel experience required.
• Supervisory experience an asset.
• University or college degree in hotel management an asset.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Interpersonal Skills: High energy, positive and friendly. Focuses on solving conflict, maintains confidentiality; actively listens to others; maintains a positive attitude even in negative situations; remains open to others' ideas. Versatile and able to work under stressful situations. Takes pride in a job well done.
• Teamwork: Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; supports everyone's efforts to succeed.
• Quality Management: Looks for ways to improve and promote quality; demonstrates accuracy, consistency, and thoroughness. Must have attention to detail.
• Cost Consciousness: Conserves organizational resources. Follows cash handling policies to verify funds and maintain accurate reporting of company finances.
• Ethics: Treats people with respect; inspires trust; works with integrity; upholds organizational values.
• Organizational Support: Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values.
• Planning/Organizing: Prioritizes and plans work activities; uses time efficiently; sets goals and objectives; organizes or schedules other people and their tasks.
• Professionalism: Approaches others in a tactful manner; reacts well under pressure; treats others with respect; accepts responsibility for own actions; follows through on commitments.
• Safety and Security: Observes safety and security procedures; reports potentially unsafe conditions; uses equipment and materials properly.
• Attendance/Punctuality: Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
• Dependability: Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; flexible to work a variety of shifts.
• Initiative: Takes independent actions and calculated risks; asks for and offers help when needed.
• Innovation: Generates suggestions for improving work.
• Language and Communication Skills: Ability to read, write, and comprehend simple instructions and correspondence in English. Ability to present information in one-on-one and small group situations. Ability to respond to common inquiries or complaints from guests.

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Lifting - Under 20lbs 50% of work time,
Carrying - Under 20lbs 50% of work time,
Pulling - Under 20lbs 10% of work time, constant walking, bending, standing, reaching, and kneeling.

In addition to competitive wages we offer:

• Meal program
• Staff rates at any of our locations throughout NWT, Saskatchewan, and Alberta.
• Friends & Family Rates at any of our locations.
• Extended Health Benefits for full-time employees.