Hotel Willo is seeking a dynamic and experienced Front Office Manager to lead operations at our 220-room social enterprise hotel. This is an opportunity to combine operational excellence with meaningful social impact—supporting a mission-driven organization that reinvests in community programs for women, children, and families. 

The Front Office Manager is responsible for leading the daily operations of the front office, ensuring exceptional guest service, and creating a welcoming, inclusive environment for all guests and staff. This role plays a key part in delivering a high-quality hospitality experience while supporting the Hotel’s social mission. 

What you’ll be doing:     

Operations & Guest Experience 

• Oversee all front office functions, including switchboard, reservations, guest relations, and night audit 

• Ensure consistent delivery of high-quality guest experiences from arrival through departure 

• Proactively resolve guest concerns related to accommodations, rates, and services 

• Lead and coordinate group arrivals and departures 

• Recruit, train, coach, and supervise front office team members to uphold service standards 

• Conduct annual performance reviews and provide ongoing feedback and support 

• Create team schedules based on forecasted occupancy and adjust staffing as needed 

• Foster a positive, inclusive, and service-oriented team culture 

• Submit bi-weekly payroll for front office staff 

• Monitor expenses, maximize revenues, and support annual budget planning 

• Work closely with Revenue Analysis to manage rates, availability, and mission-related targets 

• Participate in regular operations meetings 

• Collaborate with Housekeeping and Facilities teams to ensure room readiness and resolve discrepancies 

• Coordinate with Revenue Analysis on occupancy strategy and rate management 

• Support overall hotel operations through effective communication with all departments 

• Oversee intake and maintenance of the residency program 

• Ensure proper key control and uphold guest safety and security standards 

• Lead the Emergency Response Team, including crisis management and evacuation procedures 

• Ensure compliance with Health & Safety policies and promote a safe working environment 

What you’ll need:   

• 3–5+ years of progressive front office or hotel operations experience, including leadership 

• Post-secondary education in Hospitality or a related field preferred 

• Strong knowledge of hotel systems; experience with OPERA Cloud is an asset 

• Excellent communication, leadership, and organizational skills 

• Proven ability to resolve problems and deliver exceptional customer service 

• Energetic, self-motivated, and team-oriented approach 

• Flexible schedule, including evenings, weekends, and holidays 

• Positive attitude and commitment to inclusive, respectful service    

• A valid clear criminal record check (including working with vulnerable populations) is required.   

What we offer:    

We offer our eligible employees the following benefits as part of their total rewards package:    

• Extended medical and dental benefits       

• A defined benefit pension plan (MPP)     

• Pregnancy, parental and adoption leave top up 

• 22 vacation days and 3 personal days, in addition to paid sick leave

• Employee Family Assistance Program, a confidential and voluntary support service for employees and their eligible family members     

• A workplace that prioritizes employee health, safety and well-being, including many learning and growth opportunities such as our employee mentorship program and three equity committees that help to support our goals towards achieving meaningful equity and inclusion.    

• Free staff membership to our Health & Fitness Centre    

• Discounts at our Hotel Willo    

• Priority in YWCA Child Care centres     

Pay Rate: $40.32 per hour