Passion Drives Performance. InnVest succeeds because our people love what we do. Our entire team shares a deep-rooted passion for the world of hospitality & travel that extends far beyond the walls of our offices and locations.
Our company culture is built on collaboration. A nimble team where everyone has a voice at the table and an opportunity to pursue their passions. Our skill sets are as diverse as our portfolio, but we all have a singular focus: a belief that partnerships deliver the best results, an entrepreneurial approach to decision making, respect for others, a strong sense of integrity and a curiosity to challenge the status quo.
With over 75 hotels in our portfolio, representing 18 internationally recognized hotel brands, InnVest is the largest independent owner of hotels in Canada. In addition, our management team oversees the day-to-day activities of almost 70 hotels also making InnVest the largest independent operator of hotels in Canada. InnVest’s portfolio is geographically diverse with hotels from Vancouver, BC to Corner Brook, NL but also experientially diverse from roadside inns to luxury urban properties.
At InnVest, our mission is simple – to deliver outstanding guest experiences and superior returns on quality hospitality investment. A career at InnVest will provide you with unrivaled opportunities and invaluable exposure to Canada’s largest independently-owned and operated hotel portfolio.
The Front Office Manager position is generally responsible for managing the daily operations within the Front Office Department, ensuring the highest level of guest service is achieved and maintaining departmental standards while adhering to all health and safety regulations as it relates to guests and hotel staff. As a part of our revenue team, meet or exceed annual revenue and maximize the Rooms profits.
The duties and responsibilities for the Front Office Manager include, but are not limited to the following:
Facilitates the overall operation within Guest Services of the Royal Canadian Lodge and the Charltons Banff.
Support the front office team through active presence on the desk during peak arrival/departure periods.
Establish and deliver high standards of service that are responsive to the needs of our guest consistent with Innvest Hotel service standards and four diamond guidelines.
Monitor service levels through observation, audits and one on one coaching to ensure that hotel policies, and key service standards are being met.
Conduct employee training consistent with hotel policies. Manage performance on an ongoing basis.
Maintain excellent communication with the housekeeping and maintenance departments. Ensure that systems are in place and working to ensure the smooth delivery of clean and vacant rooms to our guests.
Represent Innvest Hotels in such a manner as to enhance the reputation of the company. Lead employees by personal example with a philosophy of work conduct and personnel development that leads to maximum performance and job satisfaction.
Act as Manager on Duty on assigned dates.
Maintain a constant and visible physical presence in public areas during all hours on shift.
Have knowledge of Standard Operating Procedures (SOP).
Attend regular department manager meetings to ensure optimum teamwork and productivity.
Assist where necessary to maintain and enhance guests experiences - Front Desk check in, Concierge/Bellman duties, reservations, restaurant seating, housekeeping room checks.
Troubleshoot guest issues and deal effectively with requests and complaints.
Be fully aware of the hotel emergency and health and safety procedures and know how to enact them accordingly.
Deal with inappropriate behavior by guests or staff as well as staff members who are not performing their duties to the level of service that is expected of them.
Ensure team members are completing tasks in a timely and efficient manner.
Perform any other tasks as instructed by the General Manager
COMPETENCIES WE ARE SEEKING:
The Front Office Manager is a hands-on position requiring flexibility when it comes to hours of work.
Four Diamond or equivalent experience in multi-faceted resort hotel with strong organizational skills and demonstrated ability to lead by example.
Confident, highly energetic, self-motivated and decisive are attributes that are necessary for this position.
Mature and capable of handling stressful situations while demonstrating a high degree of professionalism.
Strong communication and leadership skills which will lead to gaining respect from all staff members.
Position requires strong problem solving and analytic skills.
Advanced computer knowledge including MICROS/Opera PMS systems, POS systems, Microsoft Word, Microsoft Excel and Outlook.
A passion for providing leadership for staff and exceptional guest experiences.
Minimum of 2 years of management experience in the hospitality industry, Hotel and Restaurant.
InnVest Hotels is an inclusive employer. As such, we welcome and encourage applications from people with disabilities. Subsidized staff accommodation is available to the successful candidate. We appreciate all applications, however only those applicants selected for an interview will be contacted.
Job Types: Full-time, Permanent
Salary: $50,000.00-$53,000.00 per year
- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care
Flexible Language Requirement:
- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
- Morning shift
- Night shift
- Weekends as needed
Supplemental pay types:
Ability to commute/relocate:
- Banff, AB: reliably commute or plan to relocate before starting work (preferred)
Work Location: In person
Expected start date: 2023-12-31