Director of Front Office

Additional Information: This hotel is owned and operated by an independent franchisee, Pomeroy Lodging. 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.

The Role:

THIS JOB IS LOCATED IN KANANASKIS, AB.  SUBSIDIZED STAFF HOUSING IS AVAILABLE.

Experience the Kananaskis Mountain Lodge here:  https://vimeo.com/261927699

As Director of Front Office, you will have oversight of our Front Desk, Bell Team, Switchboard, Concierge and Inhouse Reservations. This role reports to the Director of Rooms and is accountable for the people, quality and financial results of the Front Office Department. Delivering positive results with our Guest Services scores is paramount to the success of this position. The Director of Front Office position is considered a Department Head position within the hotel with a strong background in managing leaders, and several departments are required to be successful in this role. We commit to giving you the authority and resources required to be successful; achieving excellence is up to you.

Job Duties:

• Oversee daily Front Office operations, including room assignments, billing accuracy, cashier balancing, credit compliance, and direct billing processes.
• Ensure Standard Operating Procedures (SOPs) are current, team members are trained, and standards are consistently executed.
• Act as Manager on Duty during peak periods or in the absence of senior leadership.
• Demonstrate a strong understanding of operational demands across all Front Office departments by proactively planning labor schedules based on occupancy, group activity, business trends, and guest flow, ensuring the operation is consistently prepared to meet service expectations and changing business needs.
• Support upselling initiatives throughout the guest journey, ensuring team members are trained to identify opportunities that enhance the guest experience, drive incremental revenue, and support Marriott Bonvoy loyalty objectives.
• Maintain a visible presence throughout the operation, delivering exceptional first impressions, supporting revenue optimization, ensuring picture-perfect presentation of guest and back-of-house areas, and addressing operational shortfalls through clearly communicated expectations, real-time coaching, and accountability.https://careers.marriott.com/director-of-front-office/job/3F248CE3E0721DA488B5607784E8B8F7