Position Title: Front Desk Manager
Employer: Holiday Inn Express & Suites, Welland, Ontario
Location: 224 Power Drive, Welland, ON L3B 5N4
Phone: 905-735-9999
e-mail: gm@hiexwelland.com
Employment Type: Full-Time
Employment Period: Permanent
Language: English
Position Summary
Accomplished Front Desk Manager with experience overseeing hotel operations, leading diverse teams, and delivering exceptional guest experiences. Proven ability to manage cross-departmental functions, implement operational improvements, and maintain strict compliance with IHG brand standards, health and safety regulations, and corporate policies. Dedicated and results-driven professional with proven expertise in hotel operations, team leadership, revenue optimization, and guest satisfaction. Skilled in coordinating multi-departmental activities, managing corporate and leisure guest needs, and implementing effective process improvements. Committed to upholding IHG brand integrity, ensuring safety compliance, and fostering a positive and efficient workplace. Recognized for maintaining high service standards, enhancing operational performance, and contributing to strong financial and guest satisfaction outcomes Demonstrates strong skills in strategic planning, customer service excellence, and staff development within the hospitality industry.
Main Duties and Responsibilities
Operational Leadership
· Lead and oversee daily hotel operations to ensure efficient performance across the front office, housekeeping, food & beverage, and support departments.
· Monitor operational metrics, identify areas for improvement, and implement corrective measures to enhance service quality and overall efficiency.
· Ensure full adherence to IHG brand standards, corporate protocols, and local health and safety regulations.
· Implement revenue optimization strategies, analyze occupancy and rate trends, and prepare financial and operational reports for senior management.
Guest Experience and Service Excellence
· Establish and maintain high service standards, promptly addressing guest concerns to ensure satisfaction, loyalty, and repeat business.
· Promote and enroll guests into the IHG One Rewards program, providing personalized service to strengthen loyalty and brand engagement.
· Manage and analyze guest arrival and post-stay surveys to identify service gaps and implement effective solutions to improve guest experience.
· Lead service excellence initiatives focused on enhancing guest feedback scores and overall hotel ratings.
Staff Leadership and Development
· Recruit, onboard, train, and mentor employees while fostering a culture of teamwork, accountability, and continuous improvement.
· Conduct performance evaluations, coaching sessions, and staff development plans to enhance morale and productivity.
· Facilitate ongoing training in brand standards, customer service, operational procedures, and workplace safety.
Vendor Coordination & Promotions
· Coordinate with vendors and suppliers to ensure timely delivery of goods and services required for daily operations and special events.
· Collaborate with sales and marketing teams to design and implement promotions, packages, and events aimed at attracting leisure and corporate clientele.
Process Improvement and Strategic Planning
· Analyze operational processes to identify inefficiencies and implement solutions that improve workflow, productivity, and service quality.
· Analyze historical performance and forecasting reports to gather data and provide insights for management decision-making.
· Use guest feedback, audit results, and operational metrics to guide continuous improvement initiatives.
· Participate in strategic planning sessions and contribute to long-term operational and financial objectives.
Supervision
·Ability to supervise 5-10 people
· Availability and ability to perform same duties as workers supervised
Key Skills and Competencies
· 2-3 years of experience in the position of front desk manager
·Ability to manage and analyze guest arrival and feedback surveys to identify gaps and implement effective solutions
· Proven leadership and staff management within a hotel environment
· Operational planning and workflow optimization
· Knowledge of budgeting, cost control, and revenue management
· Guest service excellence and complaint resolution
· Event coordination, vendor management, and corporate client relations
· Comprehensive knowledge of IHG brand standards and loyalty programs is preferred· Workplace safety, emergency response, and compliance management
· Working knowledge of MS Word, MS Office, MacOS, QuickBooks, Central Reservations System (CRS), MS Excel
·Possession of a valid driver’s license and a criminal record check are required
Preferred Professional Training & Certifications
· IHG Hotel Experience Champion – Service Excellence Leadership
· IHG Brand Standards & New Colleague Orientation
· IHG Brand Overview & Member Recognition Training
· IHG University Certification – Operations, Service Culture, Guest Experience
· Human Trafficking Awareness & Prevention Certification
· First Aid Certification
· CPR Certificate
· WHMIS Certification
· Worker Health and Safety Awareness (Ontario – 4 Steps)
Remuneration: $40-45 hourly, 40-44 hours per week ($85,000-$96,000 annually)
Start date: as soon as possible
Benefits: Standard company benefits including health, dental, and vision, life insurance, paid training opportunity, and paid mileage.
How to apply
Send your resume, cover letter, references attesting experience, proof of qualifications, copy of latest school transcript, and a writing sample to gm@hiexwelland.com, subject line Front Desk Manager