Assistant Front Office Manager
Sheraton Vancouver Wall Centre Hotel - Vancouver, BC

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  • Leading our front office team and maintaining a level of professionalism according to the standards set forth by Starwood and Sheraton Wall Centre.
  • Adhering to all policies and procedures set forth by Starwood Hotels and Resorts and Sheraton Wall Centre.
  • Balancing the house and blocking rooms according to the standards set forth by Starwood and Sheraton Wall Centre.
  • Ensure that checklists are being completed correctly and in a timely fashion.
  • Ensure adherence to all credit procedures in the front office, reviewing high-balance report and follow up with credit manager or Front Office Manager if needed.
  • Ability to handle relocation of guests according to established procedures.
  • Ability to interact and mingle with guests in the lobby to make them feel welcome and as though they belong to the Sheraton Wall Centre family.
  • Adhere to and promote all Sheraton Wall Centre Core Values.
  • Maintaining guest satisfaction by dealing with guest concerns both in person and by correspondence.
  • Promoting the Starwood Preferred Guest Program, motivating agents to continually enroll guests and achieve monthly goals set by the Front Office Manager.
  • Response and adherence to emergency procedures. Ensuring a smooth response and coordination of appropriate departments during all emergencies. Training of associates to hotel emergency response procedures. Follow up on all deficiencies found during emergency situations.
  • Assist other departments as required in resolving problems.
  • Train and develop all front office associates to help them reach their potential.
  • Maintaining the standards of the Welcome program and all service recoveries.
  • Ensure friendly and efficient guest registration, check out and telephone service.
  • Direct and train both guest service agents and telephone operators. Assist in new-hire and ongoing training. Assist with agents evaluations both monthly and annually.
  • Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of the room assignments. Review the daily room availability and inform other team members.
  • Other duties as assigned by the Front Office Manager.


  • Previous experience as an Assistant Front Office Manager; or have a minimum of 2 years of experience in a supervisory role in an upscale hotel setting strongly preferred.
  • Must be fluent in Galaxy/Lightspeed, Microsoft Office or similar front office hotel system experience an asset.
  • Excellent guest service skills are required.
  • Must be able to speak, read, write and understand English, a second language is an asset.
  • Diploma or certificate in Hotel and Restaurant Management or the equivalent is an asset.
  • Must have strong communication skills, both verbal and written.
  • Walking and standing for long periods of time occasionally required; you must be able to exert a well-paced mobility to get to other departments in the hotel on a timely basis.
  • Must be able to work longer than 8 hours if needed.
  • Must be able to lift up to 40 lbs. occasionally.
  • Scheduling flexibility including the ability to work overnight shifts.


Email your cover letter & resume.
Must be legally entitled to work in Canada.