Position: Assistant Front Office Manager
Reports to: Front Office Manager
Assists the Front Office Manager in managing a front office culture that focus’ on Welcoming, Engaging and Empowered guest service operations which include guest registration, bell services, telephone services, night audit and guest reservations to ensure guest satisfaction and maximize hotel profitability.
Ensure effective supervision, training, development and performance management of employees
Contributes to overall strategic goals, initiatives and objectives with true visionary leadership
Assists in the training and supervision of all Guest Services employees; coaches and counsels employees regarding career and personal developments; and conducts performance evaluations and provides feedback to employees and assist in preparation of 10-day forecasts.
Handles duty manager shifts and also all situations as the Manager on Duty in the absence of the appropriate Department Head.
Oversees and participates in the daily functions of the Front Desk including registering of guests into the hotel in a prompt and courteous manner using up-selling techniques to maximize revenue, preparing for group check in and check out and VIP arrivals, being informed of events/functions in the hotel during shift and checking out of guests, processing customer payments according it established policies and procedures.
Maintain a high level of employee motivation and encourages the participation of employees in all decisions.
Effectively handles guest concerns
Assists in driving the review & follow up of guest comment cards
Work cohesively with all operating departments in the hotel
Maintains control of the daily room inventory and is aware of any special requests, VIP’s and Delta Privilege guests in the hotel
To take immediate and positive action within the guidelines provided in the event of a fire alarm or emergency situation. Also coordinates continuous improvement in areas that relate to safety and crisis management
“Hands on” and “Lead by example” approach with day to day operational duties and/or projects as required
Oversee the lobby area and back office for cleanliness, maintenance, security and functionality
Assist in conducting monthly departmental meetings
Awareness of security in hotel at all times
Assists in developing and implementing new systems and standards
Follows company policies and procedures and is able to effectively communicate them to subordinate.
Assist the Front Office Manager to evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
Monitor staffing levels to meet cover business demands and assist in schedule preparations.
In absence of Front office Manager, Assistant Front Office Manager in charge of operations.
Note: Associate will abide by the specific performance standards for their department as communicated to them by their manager
o Minimum of 2 years of Front Office/Guest Services experience required.
o Previous Management/Supervisory experience required
o University or College degree in Hotel and Restaurant Management/ Business Administration an asset but not required
Certification and/or License Requirement: . None
o Strong written and computer skills & communication and presentation skills
o Ability to interact and communicate with all levels of Management and Associates.
o Displays a positive attitude, maintains enthusiasm and celebrates success
o Planning and organizational skills with attention to detail
o Knowledge of Opera an asset
o Working Conditions: Available to work flexible hours, evenings, holidays & weekends