The posting
AC HOTEL MARRIOTT, Vancouver Waterfront is currently seeking a Front Office Manager to join our growing team!
As Front Office Manager you are the direct supervisor of all front desk staff and you will ensure proper completion of front desk duties. You will also be responsible for completing front desk duties at time such as reservations, directing, coordinating front desk activities, guest services, and monitoring the telephone. You will also prepare budgets and reporting for all front desk department
Benefits
- Employee Benefits
- Career Growth
- Dental
- Vision
- Medical
- PTO
- Holidays
- Flexible Scheduling
- Competitive Pay
- Room Discounts
Essential Responsibilities
- Anticipates and intervenes in all instances of guest dissatisfaction with hotel policy
- Maximizes room revenue and occupancy by consistently reviewing status
- Ensures financial performance of the department (Up selling, Room Revenue, Operation Auditing)
- Maintains a detailed knowledge about the hotel's services and hours of operations. Ensures team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
- Knows all safety and understands emergency procedures and how to act upon them
- Understands accident prevention policies
- Analyzes rate variance, monitors credit report and maintains close observation of daily house count
- Works within the allocated budget for the front desk
- Good understanding about the Hotel Property Management Software (PMS).
- Perform all check-in and check-out tasks
- Manage online and phone reservations
- Inform customers about payment methods and verify their credit card data
- Register guests collecting necessary information (like contact details and exact dates of their stay)
- Welcome guests upon their arrival and assign rooms
- Respond to clients’ complaints in a timely and professional manner
- Liaise with our housekeeping staff to ensure all rooms are clean, tidy, and fully-furnished to accommodate guests’ needs
- Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests
- Maintain updated records of bookings and payments
- Maintains punctual, regular and predictable attendance.
- Works collaboratively in a team environment with a spirit of cooperation.
- Displays excellent communication skills including presentation, persuasion, and negotiation skills required in working with guests and coworkers and including the ability to communicate effectively and remain calm and courteous under pressure.
- Train new hotel front desk staff.
- Perform other task as assigned or determined by the General Manager.
Qualifications
- Associate degree or 5+ years in related experience or field.
- Experienced in hotel front office operation, with demonstrated responsibility for daily guest-service functions.
- Previous supervisory or management experience, including coaching employees, assigning work, addressing performance concerns, and supporting consistent service standard.
- Working knowledge of reservations, check-in and check-out procedures, night audit processes, room inventory controls, and hotel property management system.
- A guest-focused approach with the ability to handle questions, complaints, service recovery, and conflict-resolution conversations calmly, respectfully, and effectively.
- Ability to lead front-office teams, coordinate coverage, prepare staff scheduled, manage shift hands-offs, and respond to changing operational needs.
- Clear verbal and written communication, strong organization, attention to detail, and the ability to maintain accurate records, logs, operational documentation.
- Experience with cash handling, payment procedures, daily reconciliations, basic financial controls, shift reporting, and communication relevant operating information to leadership.
- Experience using guest feedback, service metric, occupancy information, or operating reports to improve front office workflows and team performance.
- Willingness and ability to work on weekends, holidays, early or late shifts, and other varied schedules required to support the hotel operations.
EEO Statement
We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
