Front Office Manager

Additional Information: This hotel is owned and operated by an independent franchisee, SilverBirch Hotels and Resorts. The franchisee is a separate company and a separate employer from Marriott International, Inc.  The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment.  If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

• Provide leadership, training, and support to Guest Services associates, ensuring consistency in service delivery and operational excellence.
• Actively coach and lead associates through guest problem resolution, turning service opportunities into moments of loyalty.
• Lead, motivate, and coach your team to maximize productivity, engagement, and satisfaction, including supporting incentive programs where applicable.
• Promote interdepartmental cooperation to ensure seamless guest experiences across Front Office, Housekeeping, Sales, and F&B.
• Practice revenue management fundamentals to maximize occupancy and average rates while maintaining high-quality guest service.
• Ensure accuracy of room block assignments, special requests, and VIP accommodations; distribute VIP lists with care.
• Support SilverBirch Brand Reservations and all booking channels to ensure accuracy and rate parity.
• Communicate rate strategies and revenue expectations to Front Office and Reservations teams to maximize revenue potential.
• Collaborate with Sales on group booking status and maintain room rate control and availability.
• Train and monitor Rewards Program requirements to ensure brand standards and objectives are met.
• Other related duties as assigned.

• A natural leader and coach who brings out the best in others.
• Self-starter with initiative to see assignments through to completion.
• Strong organizational skills with the ability to prioritize tasks and manage competing demands.
• Analytical mindset with sharp attention to detail.
• Excellent verbal and written communication skills, with a strong customer service focus and problem resolution abilities.
• Passionate about creating a positive, high-performing team culture.

• You'll be based in a dynamic front office environment, with time spent at the desk, in back-of-house spaces, and throughout the hotel lobby. You'll be where the action is, connecting with guests and leading your team in real time.

• Hospitality is a 24/7 industry, and our teams show up for each other. This role requires flexibility to work a variety of shifts, including days, afternoons, evenings, weekends, and holidays. We believe in balance and support our leaders to manage their time effectively.

• Minimum three (3) years of experience in guest services, with a minimum one (1) year of experience in an Assistant Guest Services Manager role or above.
• Strong proficiency with a property management systems (LightSpeed or similar) and all Microsoft Office software, including SharePoint.
• Post-secondary education in Hospitality Management, previous Marriott experience, and/or Salesforce experience is an asset.

Benefits: Company events, Dental care, Disability insurance, Discounted or free food, Employee assistance program, Extended health care, Life insurance, On-site gym, and RRSP matching.

This company is an equal opportunity employer.

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