Job Overview

The Front Office Manager coordinates front desk operations and client services, helping create a welcoming, organized experience from arrival through departure. This role supports smooth daily service, transparent communication, and effective coordination across the team.

Duties

- Front Desk Operations: Oversee daily front desk activities, manage office operations, prioritize service requests, and ensure consistent customer service standards.

Overall Position Objective

To ensure efficient daily office operations, effective freight and passenger service coordination, professional customer communication, and consistent service standards across NCN Thompson Bus Ltd.'s operations.

- Freight Inquiries & Dispatch Coordination: Handle freight inquiries, receive pickup and delivery requests, and coordinate dispatch assignments with the freight pickup and delivery team.
- Freight Documentation: Prepare, coordinate, and maintain waybills, shipping labels, and related documentation for incoming and outgoing freight.
- Inter-Location Coordination: Communicate with the Thompson, The Pas, and Winnipeg locations to provide timely freight updates, passenger travel information, and responses to customer inquiries.
- Email Communication & Follow-Ups: Monitor incoming emails, forward inquiries to the appropriate departments, and ensure timely responses and follow-ups.
- Customer Feedback & Service Quality: Conduct daily follow-up calls with charter and scheduled passenger service customers to collect feedback, address concerns, and identify opportunities for service improvement.
- Accounts Receivable Follow-Up: Coordinate with the administrative and accounting teams to follow up with clients regarding outstanding invoices and payments.
- Travel Warrants & Purchase Orders: Coordinate and arrange purchase orders and required documentation for passengers travelling under various travel warrants and authorized travel programs.
- Depot Management & Housekeeping:



Ensure the depot, customer waiting areas, and office facilities are maintained in a clean, organized, and professional condition in accordance with company housekeeping standards.
- After-Hours Phone Coordination: Ensure incoming calls are appropriately routed to designated after-hours personnel to maintain uninterrupted customer service and operational support.
- Ticket Agent Scheduling: Prepare and coordinate work schedules for evening ticket agents at the airport, ensuring adequate staffing and operational coverage.
- Staff Training & Development: Organize regular training and performance reviews for evening ticket agents to ensure compliance with company procedures, customer service expectations, and operational standards.
- Customer Service & Complaint Resolution: Address passenger and customer inquiries, concerns, and complaints professionally, maintaining strong telephone etiquette and a customer-focused approach.
- Telephone & Communication Management: Operate multi-line telephone systems, direct calls to appropriate departments, and ensure accurate and timely communication.
- Internal Team Coordination: Support dispatch, charter, freight, and administrative teams through effective communication, timely operational updates, and coordination of daily activities.
- Operational Reporting & Accountability: Provide management with regular updates on customer feedback, freight activities, outstanding service issues, staffing concerns, and operational priorities.

Experience

Required: Clear communication, sound judgment, phone etiquette, customer service skills, and the ability to coordinate front desk work and guest services effectively. Comfort using multi-line phone systems supports accurate call handling and smooth daily operations. Preferred: Hotel experience, hospitality knowledge, and bilingual or multilingual communication skills that help serve guests with varied needs and strengthen team coordination.

Pay: $40,000.00-$44,000.00 per year

Work Location: In person

📌 Front Office Manager (Winnipeg)
🏢 NCN Thompson Bus
📍 Winnipeg