Front Office Manager in Collingwood, Ontario at Living Water Resorts

The Front Office Manager is responsible for overseeing the front office operations of Living Stone Golf
Resort and Living Water Resort & Spa. This position works closely with other departments to ensure all
guests are checked in and checked out in a timely and welcoming manner. This position assumes a very
“hands on” management of the day to day operation of the Front Office department working closely
with the Front Office Leaders and Front Desk agents.
DUTIES INCLUDE:

1. Demonstrates through their own behaviour the 4 C’s of our Core Values – Caring, Character,
Chemistry and competency.
2. Responds to all guest complaints immediately and resolves them in a way that ensures the guest is
satisfied, will return again and that every guest departs happy.
3. Maintains and delivers a “no compromise” attitude towards providing the highest possible level of
Hospitality, Quality and Value to the guest. Liaise, communicates and gives feedback daily with the
reservations, housekeeping, maintenance, accounting, F&B, sales, group sales and membership services
departments to ensure a smooth and seamless guest experience.
4. Adheres to all of the mandatory written standards of operations, policies, procedures, manuals, oral
instructions, employee handbook, collective agreement that is in place at Living Water Resorts.
5. Ensure all Front Office staff members are well informed in all issues regarding the department and
how that affects the guests.
6. Participates in resort meetings including weekly management meetings.
7. Prepares and oversees the yearly Front Office budget
8. Maintaining an effective balance between labour costs and quality service. Monitors and adjusts
staffing levels during each shift according to business demands.
9. Provides effective department forecasting and responds to changing business demands.
10. Assist in the development and implementation of the department yearly budget ensuring the
financial goals are achieved throughout the year.
11. Assist in maintaining department records in order to provide daily, weekly, monthly and yearly
statistical analysis for budget purposes.
12. Oversees the preparation of the weekly staff work schedule, adjusting the numbers due to
business demands, vacations, sick leaves, daily call offs, etc.
13. Secure “master’ keys in accordance with the Resorts key management policy.
14. Assist in performing periodic guest room inspections, public areas, corridors, back of house areas, ,
ice machines, exit stairwells, elevator landings, and public restrooms.
15. Check, verify and monitor all Out-Of-Order rooms and follow up on repairs and maintenance
deficiencies.

QUALIFICATIONS
• Hospitality School Diploma an asset
• Minimum 2 years of experience in a supervisory / management role in Front Office or Housekeeping
• Training experience an asset
• Strong passion in guest service
• Computer literacy in MS Excel and Word
• Trained in WHMIS an asset
• Possess excellent interpersonal and organizational skills and have a strong ability to prioritize.
• Good oral and written communication skills
Working Conditions
• Works the majority of the time indoors
• Must be able to bend, reach, lift at least 30lbs
• Must be able to walk and stand for an average of 8 hours per shift

Living Water Resorts is committed to supporting a culture of diversity and inclusiveness across the
organization. We believe in equal opportunity and it is our priority to ensure a barrier-free recruitment
and selection process. Should you require accommodation in relation to any of the materials or processes
used during the recruitment and selection process, please notify Human Resources. Living Water Resorts
will make every effort to accommodate persons with disabilities in a timely, effective and suitable
manner.