Company Overview

Job Details

Job Description

Choice Hotels Canada is seeking a highly motivated and experienced Front Office Manager to oversee all aspects of front desk and guest services operations. In this pivotal leadership role, you will be responsible for ensuring that every guest receives a warm welcome, efficient check-in and check-out experience, and resolution of any concerns throughout their stay.

As Front Office Manager, you will lead, train, and develop a team of front desk agents, night auditors, and guest services representatives. You will work closely with the General Manager and other department heads to maintain high operational standards, maximize room revenue, and uphold the reputation of the Choice Hotels brand.

This position is ideal for hospitality professionals with a proven track record in front office operations who are ready to take the next step in their management career. You will have the opportunity to shape the guest experience, mentor team members, and contribute directly to the hotel’s financial success.

Key Responsibilities

• Oversee daily front desk operations including guest check-in, check-out, reservations, and billing processes.
• Lead, schedule, and mentor the front office team to ensure exceptional guest service standards are consistently met.
• Manage room inventory and collaborate with the revenue management team to optimize occupancy and average daily rate (ADR).
• Handle guest complaints and escalations professionally, ensuring prompt resolution and guest satisfaction.
• Monitor and maintain front office budgets, including payroll, supplies, and operational expenses.
• Ensure compliance with all Choice Hotels brand standards, policies, and operational procedures.
• Oversee the hotel’s property management system (PMS), ensuring accurate data entry and reporting.
• Coordinate with housekeeping, maintenance, and food and beverage departments to ensure seamless guest experiences.
• Conduct regular staff training on customer service excellence, upselling techniques, and emergency procedures.
• Prepare daily, weekly, and monthly operational reports for the General Manager and ownership.
• Implement and monitor guest loyalty program initiatives, including Choice Privileges enrollment and engagement.
• Ensure all front office equipment and technology are functioning properly and coordinate repairs as needed.
• Maintain awareness of local market trends, competitor activity, and tourism patterns to inform operational decisions.

Qualifications & Skills

Required Qualifications

• Diploma or degree in Hospitality Management, Business Administration, or a related field.
• Minimum of 3 years of progressive experience in hotel front office operations.
• At least 1 year of supervisory or management experience in a hospitality setting.
• Proficiency in hotel property management systems (PMS) such as Opera, Cloudbeds, or ChoiceADVANTAGE.
• Strong understanding of revenue management principles and room inventory control.
• Legal eligibility to work in Canada.

Preferred Skills

• Certification in Hospitality Management (e.g., CHA, CHSP, or provincial equivalent).
• Experience with Choice Hotels systems and brand standards.
• Proficiency in Microsoft Office Suite, particularly Excel and Outlook.
• Bilingualism in English and French (highly valued for Quebec and Eastern Canada properties).
• Knowledge of local tourism markets and corporate travel segments.

Core Competencies

• Leadership: Ability to inspire, motivate, and develop a diverse front office team.
• Guest Focus: Genuine commitment to delivering memorable guest experiences.
• Problem Solving: Calm and effective decision-making under pressure.
• Communication: Excellent verbal and written communication skills for interacting with guests, staff, and stakeholders.
• Financial Acumen: Understanding of budgeting, forecasting, and cost control.
• Adaptability: Flexibility to work varying shifts, including weekends and holidays as required by hotel operations.

Salary & Benefits

Comprehensive Benefits Package

Job Location

Front Office Manager positions with Choice Hotels Canada are available at properties across the country. Key hiring regions include:

• Ontario: Toronto, Ottawa, Mississauga, London, Kingston, Niagara Falls
• British Columbia: Vancouver, Victoria, Kelowna, Surrey
• Alberta: Calgary, Edmonton, Banff, Red Deer
• Quebec: Montreal, Quebec City, Laval, Gatineau
• Manitoba: Winnipeg
• Saskatchewan: Saskatoon, Regina
• Atlantic Canada: Halifax, Moncton, St. John’s

Specific opportunities vary by brand tier, with Cambria Hotels and Comfort Suites typically offering the most senior Front Office Manager roles, while Comfort Inn and Quality Inn properties provide excellent entry points into management with Choice Hotels.

How to Apply

Ready to advance your hospitality management career with Choice Hotels Canada? Follow these steps to submit your application:

1. Visit the Official Careers Portal: Navigate to Choice Hotels Careers and search for “Front Office Manager” positions in Canada.
2. Create Your Candidate Profile: Register an account and upload your resume, cover letter, and any relevant certifications.
3. Search and Apply: Filter by location and brand to find Front Office Manager openings that match your career goals.
4. Complete Assessments: Some positions may require online assessments related to leadership, customer service, and operational knowledge.
5. Interview Process: Qualified candidates will be invited for a phone screening followed by one or more in-person or virtual interviews with the General Manager and Regional leadership.
6. Reference Checks & Offer: Successful candidates will undergo reference verification before receiving a formal employment offer.

Frequently Asked Questions (FAQ)