Assistant Front Office Manager - job 1 of 3

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• Responsible for the day-to-day operations of the Front Desk, Concierge, Bell Staff and Royal Service departments with a primary focus on the overall operation of the Front Desk.
• Manager on Duty serving as a resource and support to all departments in the absence of a Department Head and Executive Committee Members.
• Leads and coaches the Front Office team towards achieving the highest levels of guest service through consistent delivery of Service standards, and opportunities to create memorable experiences. 
• Leads the Front Office team towards achieving the highest levels of exceptional guest service and colleague satisfaction results, through the application of all Corporate and property standards and policies.
• Review arrival reports and VIP reports to ensure all special requirements are met or exceeded.
• Strong focus on development and implementation of departmental goals and projects in the areas of occupancy and yield management, guest service and standards, health and safety, and employee engagement.
• Actively seeks feedback from colleagues and guests and follows up by taking appropriate action.
• Ensure effective utilization and productivity of all employees in the Front Office, including involvement in forecasting, payroll, scheduling and adhering to budget parameters.
• Schedule the colleagues within budgeted guidelines and provides best coverage for service demands. In periods of low occupancy, control distribution of rooms to maximize Housekeeping efficiency.
• Developing an enthusiastic and guest driven Front Desk team through recruitment, performance appraisals, recognition, incentive programs, communication meetings, and additional career development.
• Builds a cooperative team spirit by demonstrating best practices, including listening, providing positive and constructive feedback and timely follow up. 
• Continuously Committed to provide excellent service and exceed guests expectations
• Excellent departmental and inter-departmental skills.  Co-ordinates all Front Office and related operations. Builds and maintains excellent working relationships with key departments including, Reservations, Housekeeping, Engineering, Restaurants, Sales, and Conference Services. 
• Responsible for cash float.
• Ensure a safe work environment is maintained at all times and that all colleagues are committed to working safely.
• Participates and demonstrates leadership on Hotel Committees.
• Seeks feedback on guest satisfaction and responds to guest complaints, completes follow up on the Manager on Duty Pass-on, and resolves problems in accordance to our corporate values, mission and vision within a timely manner.
• All other duties assigned by the Director of Front Office.  

Your experience and skills include:

• Service focused personality is essential and previous leadership experience required
• Minimum of 2 years of leadership experience in hotel rooms division
• Prior experience working with Opera or a related system
• Proven ability to build and maintain good relationships with all stakeholders
• Communicate thoughts, actions and opportunities clearly with strong networking skills
• Ability to lead by example, believe in a strong team culture and set the scene for high performance

Our commitment to Diversity & Inclusion:

• We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.