Job Summary

• Assist the Front Office Manager in ensuring the smooth and efficient overall day-to-day

operations of the Front Desk including Switchboard, Reservations and Belldesk.

• Provide excellent customer service per the standards of the hotel, and assist in situations to

ensure customer satisfaction.

• Ensure guest requests, inquiries and concerns are addressed and completed in a timely manner.
• Assisting with the delivery and execution of the iPrefer loyalty program including amenities, guest welcome letters and profile updating.
• Reviewing guest special requests and ensure they are met or exceeded.
• Working with all Hotel Departments to ensure we meet or exceed guest expectations and all guest billing is accurate and up to date at time of departure.
• Acting as a liaison with the Sales & Catering, Food & Beverage, Engineering and Housekeeping teams to ensure clear communication.
• Assisting in the administration and management of the Front Office, including, but not limited to payroll and scheduling.
• Ensure department adherence to company policies, procedures and standards to ensure that

guest expectations are exceeded.

• Assist in providing staff with ongoing coaching, training and development.
• Coordinate hotel emergency procedures within the scope of defined plans.
• Prepare reports, handle special projects and assignments as required.

Job Requirements

• 1 - 2 years of front office supervisory experience preferably in a 4 or 5 diamond hotel

property.

• 2 years front office agent experience, including handling large group arrivals.
• Previous experience with scheduling, ordering/managing supply inventory
• Excellent command of the English language is essential, both written and verbal.
• A service excellence and relationship management role model with strong leadership

including dealing with all guest service situations while continually ensuring guest
satisfaction about Hotel standards.

• Proven effective supervisory skills including cultivating a positive, high performance team.

Able to motivate, mentor and performance manage including corrective action to ensure
continually high standards.

• Able to work under pressure and stressful situations while handling multiple tasks
• Attentive to details and have excellent organizational skills.
• Excellent interpersonal skills with a positive attitude and be guest focused.
• Neat, professional and well groomed at all times.
• Self motivated and have initiative - work with little supervision.
• Work flexible shifts - days, evenings, weekend and holidays.
• Solid knowledge of Microsoft Office and general computer applications.
• Knowledge of Maestro property management system and reservations management

software is an asset.

• College diploma or university degree from Hospitality related program is an asset.
• Be able to stand for prolonged periods of time.
• Speaking additional languages is an asset.

Remarks:
This is only a rough guideline, additional duties may be added at anytime due to any
circumstances.

General Behavior
His/her behavior and personal appearance will always be geared to the objective of being an
example to all other staff within the Hotel. He/she will strive to use a polite language and
well-groomed behavior in his/her relation with the Hotel guests, colleagues and staff.