The Front Office Manager contributes to the overall success of the hotel by leading and maintaining guest service standards for the Front Office, ensuring alignment with Coast Hotels' long-term strategy. This position is integral to the continued growth and development of the Front Office team and to maximize operational efficiencies, customer service, and profitability.

Responsibilities

- Creates and implements a departmental plan and measurable objectives for the Front Office that supports the Company’s overall strategy, including guest satisfaction scores, room occupancy and revenue optimization targets
- Communicates change initiatives and monitors implementation, clearly articulating the rationale for change and impacts on the Front Office, and operations
- Puts in place the systems, structures, and disciplined practices required to manage results. This includes planning and prioritizing, providing clear direction, ensuring accountability, and monitoring the achievement of financial, quality, safety, and other key business measures
- Forecasts and proactively addresses needs and situations, i.e., with the introduction of sales and marketing promotions, maximizing room occupancy and revenue
- Adheres to departmental budgets and prioritizes resource allocations appropriately and uses budgets, operating statements and payroll progress reports as needed to assist in the management of the Room Operations
- Focuses on short and long-term priorities, maintaining a big picture perspective
- Participates in the management of departmental controllable expenses, supervises same day selling procedures to achieve or exceed budgeted goals
- Verifies accuracy of room rates to maximize revenue opportunities
- Performs front office agent tasks as needed
- Connects with and engages ambassadors in their work and ensures that ambassadors feel recognized and valued
- Creates a work environment based on Coast’s Values.
- Builds a team with the right people in the right roles and manages performance with the capabilities to deliver on the business plan through effective recruitment, communication and team practices; ensures the team’s ongoing development.
- Provides formal and information recognition to acknowledge the demonstration of excellent performance and/or adherence to the Coast Values; creates opportunities for team celebrations
- Resolves guest service issues and identifies potential barriers to guest services; works with others to remove barriers to service excellence across Coast’s operation
- Assists in the review of comment cards and guest satisfaction results with ambassadors.
- Schedules the team against guest and hours/occupied room goals.
- Coordinating sales, group bookings, meetings, and events, supporting business development initiatives, maximizing revenue opportunities, and fostering strong client relationships to drive occupancy and profitability.
- Other projects as required

Skills/Knowledge/Experience

- 4 years of related work experience, plus 2 years experience leading others
- Bachelor's Degree or Diploma in Hospitality or equivalent combination of education and experience
- Valid local driver’s license (class 5), and clear driver’s abstract
- Excellent communication (written, oral English and listening), and customer service skills
- Ability to lead and motivate others, excellent interpersonal skills to support the building of strong relationships with diverse groups of people
- Robust problem resolution skills and conflict resolution skills to resolve issues
- Experience forecasting and budgeting for a functional area within a property
- Excellent knowledge of health and safety regulations
- Intermediate accounting and budgeting skills
- Intermediate level in the use of MS Office Suite
- Experience in discussing performance issues with team members and providing direct and honest feedback when discussing career advancement and leading performance expectations
- Aware of and understands how all areas of the business interact and how own area impacts and is impacted by other areas
- Understanding of legislation and regulations (i.e., WCB, employment standards, collective agreement) as they apply to own area
- Ability to speak/understand a second language an assetExemplifies Coast’s core values and enjoys working in a culture of accountability
- Able to work a adaptable schedule, which includes evenings, weekends, holidays and overnight shifts when required

A. SUMMARY

Coast Hotels (Coast) is committed to adherence to the requirements of Bill 38, the Personal Information Protection Act (PIPA). The Act governs the collection, use and disclosure of information obtained from potential or existing ambassadors, by whatever means, in a manner that recognizes both the right of individuals to protect their private information, and Coast’s need to obtain and store such information,



for purposes that a reasonable person would consider appropriate in the circumstances.

Information is collected to establish identification, determine employment qualifications and comply with all related legal and regulatory requirements. Collection, use, and disclosure of such information occurs only after either notice by Coast of the fact and purpose of such collection, use, or disclosure, or express consent by the individual to the fact and purpose of such collection, use, or disclosure.Personal information is not retained for purposes other than those for which it was originally intended, which includes, but is not limited to payroll administration, perks administration, compliance with governing provincial and federal statutes, and job performance reviews.

Coast Hotels is committed to maintaining the principles of integrity and trust with respect to the privacy of personal information disclosed to Coast by former, prospective and current ambassadors.As part of this commitment, Coast will take commercially reasonable measures to safeguard the privacy of this information and to ensure that information contained in ambassador files, both physical and electronic, is properly secured and safeguarded. This also applies to information concerning ambassadors’ families, and personal information received by Coast from other sources.

B. DEFINITIONS

"Personal information" means information about an identifiable individual but does not include the name, position name, title, business address or telephone number of an employee of an organization. Source: PIPEDA Section 2(1)

"Employee personal information" means personal information about an individual that is collected, used or disclosed solely for the purposes reasonably required to establish, manage, or terminate an employment relationship between the organization and that individual, but does not include personal information that is not about an individual’s employment. Source: Guide to OIPC Processes, Section 1.1

C. PRIVACY OFFICER AND ASSESSMENT

Coast's Chief Privacy Officer is the President of Coast Hotels. On an annual basis, the Chief Privacy Officer (or authorized designate) will assess Coast's compliance with the ambassador Privacy Policy. After completion of each annual assessment (and implementation of any necessary changes to Coast's ambassador Privacy Policy and practices), the Privacy Officer will certify the self-assessment report and attest to Coast's compliance with this ambassador Privacy Policy in writing.

D. PERSONAL INFORMATION COLLECTED AND SOURCES OF DATA COLLECTION

Coast collects personal information from applicants when they apply for employment with Coast, and from ambassadors during the course of their employment, by various means. Personal information collected includes, but may not be limited to, the following:

- Personal information such as name, date of birth, gender, marital status, and identification numbers including social insurance and driver's license numbers
- Background information, including education (schools and dates attended, and degrees or diplomas obtained), training, work history (names of former employers, dates of employment, and compensation information), military service, and criminal arrests, indictments and convictions which might have a bearing on the employment sought
- Contact information such as mailing, home and office addresses, home, office and cellular telephone numbers, and home and office e-mail addresses for both the ambassador and certain family members
- Health and medical information relating to ambassadors, their spouses and dependents, including family physician contact information
- Coast work history, experience, training, compensation rates (including commissions and bonuses) and employment performance.

E. DISCLOSURE

Coast will ensure that it informs applicants and ambassadors about:
- The purposes for which personal information is collected and used
- How to contact Coast officials with any inquiries or complaints
- The types of third parties to whom Coast may disclose the personal information
- The options and means available by which applicants and ambassadors may limit Coast’s use and disclosure of their personal information.

Coast discloses personal information to its ambassadors who have a demonstrable need to have access to such personal information in order to properly perform their duties. In addition, Coast discloses personal information to third parties who advise Coast on benefit programs or administer such programs for Coast.



Coast requires each of these third parties (except certain licensed professionals, such as doctors and lawyers, who are subject to independent and legally enforceable client confidentiality obligations which have the same effect as a confidentiality agreement) to sign a written confidentiality agreement that prohibits them from disclosing such data to any other person or entity or using such data for any purpose other than that for which Coast has engaged them.

In certain circumstances, Coast may be requested or required to disclose personal information in response to valid legal processes or under applicable laws. Such circumstances may include the receipt by company officials of a search warrant, subpoena, court order or other request from a government or regulatory authority or agency. Coast reserves the right to disclose such information in response to any such legitimate government or regulatory request or requirement.

Coast may also disclose personal information if it is necessary to protect Coast's legal rights, or during emergency situations if the physical safety of an ambassador or others is believed to be at risk.

Coast will not disclose an ambassador’s personal information to any person or entity for marketing purposes of any kind.

F. CONSENT

Coast uses and discloses personal information only in connection with its normal business operations, and for no purposes other than as stated herein. With respect to information considered ambassador personal information, generally Coast is not required to obtain consent where the use, collection, or disclosure is reasonable for the purposes of establishing, managing, or terminating the employment relationship between Coast and the individual. However, Coast will notify the individual of the fact and purpose of such collection, use or disclosure in advance. Coast's Privacy Officer will monitor and report on compliance with consent and notice provisions of this policy on an ongoing basis, and have the policy, procedures and practices altered to ensure compliance with governing legislation as and when required.

Coast does not intend to disclose or use personal information in a manner not described herein. However, if Coast desires to use or disclose personal information in a way that is inconsistent with the purposes for which it was collected, at any time, Coast will offer each ambassador the choice as to whether or not to allow such disclosure or use of that ambassador's personal information. In this situation, ambassador consent must be received in writing (or a legally equivalent electronic form) before Coast may disclose or use personal information in such manner.

If an ambassador does not consent to such disclosure or use, all information which would facilitate personal identification will be removed from that ambassador's records before the data is disclosed or used.

G. SECURITY

Coast uses commercially reasonable means to safeguard personal information against loss, destruction, misuse, improper disclosure, unauthorized access or modification. These safeguards are routinely tested internally and periodically audited by Coast’s corporate administrative and information technology leadership team.

H. DATA INTEGRITY

Coast makes commercially reasonable efforts to ensure that personal information it collects and stores, physically or electronically, is reliable for its intended use, accurate, complete and current. Coast does not process or transfer personal information in a way which would fail to comply with this policy.

I. ACCESS TO INFORMATION

Upon receipt of a written request, Coast will allow an ambassador, under the supervision of a Coast People & Culture Representative or authorized designate, to review the personal information that Coast maintains concerning them.

Should personal information in Coast’s custody concerning an ambassador be found to be incomplete, incorrect or if an ambassador believes that said information to be subject to misinterpretation (such as that contained in a performance review) the ambassador will be allowed to request in writing that clarifying information be placed into the ambassador’s file.

J. ENFORCEMENT

Coast's Chief Privacy Officer (or authorized designate) will promptly and independently review, investigate and document allegations that Coast's ambassador Privacy Policy has been violated. As part of this process, the Privacy Officer will:

- Review any relevant practices, processes and procedures to determine whether changes are necessary to prevent a recurrence of any substantiated violation hereof.
- Determine whether or not appropriate disciplinary measures against any person or entity whom Coast determines has violated the terms of this ambassador Privacy Policy are necessary to prevent a recurrence of any substantiated violation hereof.

Coast will maintain complete and accurate records of each investigation.

📌 Front Office Manager (Prince George)
🏢 Push Operations
📍 Prince George