Front Office Manager

Front Office Manager

Position Summary

St. Eugene Golf Resort & Casino is seeking an experienced, organized, and guest-focused Front Office Manager to oversee the Front Desk and Reservations departments. This position is responsible for the overall management of front office operations, ensuring exceptional guest experiences, effective room inventory management, revenue optimization, and strong team performance.

The Front Office Manager provides leadership, direction, and support to employees while working collaboratively with all resort departments. Key areas of responsibility include Front Desk and Reservations operations, guest relations, revenue management, financial administration, employee development, and resort-wide operational support. This is a hands-on management position in both front desk & reservations.

Key Responsibilities

1. Front Desk & Reservations Operations

• Oversee the daily operations of the Front Desk and Reservations departments, ensuring efficient guest registration, check-in, check-out, and reservation management.
• Manage room assignments, inventory, availability, arrivals, departures, VIP guests, special requests, and guest preferences.
• Ensure reservation accuracy, including rates, room types, packages, guest information, and booking details.
• Coordinate with Housekeeping and Maintenance to ensure room readiness, accurate room status, and timely resolution of maintenance concerns.
• Maintain established procedures for cash handling, credit transactions, shift balancing, and master key control.
• Ensure reservation systems, online booking channels, and third-party distribution platforms are accurate, functional, and properly maintained.
• Resolve guest concerns and complaints professionally, using appropriate service recovery within established authority.
• Ensure employees maintain current knowledge of resort facilities, services, activities, local attractions, and community events.

2. Revenue & Financial Management

• Support and implement the resort's revenue management, pricing, and distribution strategies.
• Monitor room rates, occupancy, booking trends, reservation conversion, and inventory to maximize revenue opportunities.
• Identify opportunities to increase revenue through upselling, packages, promotions, and distribution partnerships.
• Prepare and review occupancy forecasts, revenue reports, budget comparisons, and performance results.
• Monitor departmental budgets, labour costs, productivity, and operating expenses, identifying opportunities for improvement.
• Ensure accurate financial controls, cash handling, reporting, and departmental administration.
• Work collaboratively with Sales and other departments to support revenue objectives and resort promotions.

3. Leadership & Employee Development

• Lead, supervise, coach, and motivate Front Desk and Reservations employees, establishing clear expectations and accountability.
• Oversee recruitment, onboarding, scheduling, shift coverage, timesheet approvals, and employee performance management.
• Identify training and development needs and ensure employees are knowledgeable and proficient in departmental systems and procedures.
• Maintain departmental standard operating procedures, CBA provisions, training materials, and service standards.
• Foster a positive, respectful, and collaborative work environment that supports employee engagement and teamwork.

4. Resort-Wide Operations & Guest Experience

• Provide operational leadership across the resort when departmental leadership is unavailable or additional support is required.
• Collaborate with Housekeeping, Maintenance, Food & Beverage, Sales, and other departments to support efficient operations and a consistent guest experience.
• Identify operational challenges and recommend improvements to service delivery, communication, and departmental efficiency.
• Participate in management meetings, departmental reviews, and resort-wide initiatives.
• Promote resort products and services through employees and support opportunities to enhance the overall guest experience.
• Respond effectively to operational issues, unexpected situations, and guest concerns, exercising sound judgment and decision-making.
• Ensure Front Desk and Reservations employees are trained in applicable health, safety, and emergency procedures.
• Maintain knowledge of resort emergency response protocols and provide leadership during emergencies, including fire alarms, evacuations, and medical incidents.
• Support resort-wide life safety and emergency response functions as required.
• Identify and report safety concerns, incidents, and operational risks in accordance with resort procedures.

Qualifications & Experience

• Minimum 3–5 years of progressive hotel or resort front office leadership experience.
• Demonstrated experience overseeing Front Desk and Reservations operations.
• Experience in hotel administration, accounting, cash handling, and financial controls.
• Knowledge of room inventory management, reservations, revenue management, and online distribution channels.
• Experience with employee scheduling, recruitment, training, and performance management.
• Post-secondary education in Hospitality, Hotel Management, Business Administration, or equivalent education and experience.
• Experience with property management systems; Maestro PMS experience is an asset.
• Strong computer skills, including Microsoft Office and hotel operating systems.
• Knowledge of Housekeeping, Food & Beverage, and Maintenance operations is an asset.
• Ability to work flexible hours, including evenings, weekends, and holidays, based on operational requirements.