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Front Office Director

3 months ago

Montréal, Canada Hôtel Humaniti Montréal Full time

The Humaniti Hotel Montreal is the very first Autograph Collection by Marriott hotel to establish itself in Quebec, in all its grace and sophistication. Open since June 2021, the hotel is located in the heart of a vertical community that includes condos, residences, offices, two restaurants, a lounge, a bakery, a health centered grocery store, a fitness center, meeting rooms and spa. Experience hospitality at its finest and discover an innovative concept that celebrates the art of living in all its forms. Simply exceptional, the Humaniti Hotel Montreal is a next-generation hotels for true global citizens. A unique hotel that subtly permeates an ecosystem rich in experiences, inspiring design, and a fascinating way of life.

Join the Humaniti community

Here are the benefits and privileges offered to you by the Humaniti Hotel:

·        Thrive within a positive, friendly, and dynamic team in a beautiful environment.

·        The opportunity to take on new challenges and advance your career across North America.

·        Employee benefits, such as life, disability, medical, and dental insurance partially covered by the employer.

·        Retirement plan with employer contributions.

·        Various employee recognition programs.

·        Various training programs.

·        Discounts within our hotel chain.

Description

We are looking for a front office Director with a passion for hospitality, wishing to join our team. Reporting to the Director of operations, the incumbent will be responsible for overseeing all front desk services.

Our front office Director will guide our artisans and valets to deliver impeccable service to our guests, reflecting our DNA: evolved, captivating, and connected. At the Humaniti Hotel Montreal, we are looking for people who prioritize the human touch and will deliver an experience in line with our wellness concept to our customers.

Roles and Responsibilities

Leading the Reception Team

·        Understand the Humaniti brand and embody it daily within our team.

·        Use your communication skills to lead your team to success. Lead by example and value decision-making aligned with the establishment's objectives, while demonstrating honesty and integrity.

·        Build an environment where trust, respect, and cooperation prevail within the team.

·        Supervise your team and daily operations. Understand and master each task to the point of being able to perform them in case of absence or unexpected high traffic.

·        Ensure team engagement and recognition.

·        Clearly communicate the establishment's expectations related to each role within the reception team.

Department Management

·        Achieve departmental performance goals, including guest and employee satisfaction, as well as budget adherence, etc.

·        Manage daily activities by ensuring their quality, adherence to standards, and customer satisfaction.

·        Plan daily work to align priorities with goal achievement.

·        Empower the reception team to work together towards common goals.

·        Hold team meetings and communicate information and expectations clearly and consistently related to departmental objectives.

·        Create schedules based on occupancy and ongoing projects to ensure service quality.

·        Manage controllable expenses according to the established budget.

·        Handle all types of complaints and empower the team to manage them as well.

Ensuring Exceptional Service

·        Provide service that exceeds our clients' expectations and convey this level of service to the entire team.

·        Coordinate daily activities with other departments to ensure open and constant communication, promoting the satisfaction of our clients and teams.

·        Dedicate yourself to continuous improvement by communicating client feedback and guiding team members through coaching.

·        Be our "Customer Service Champion" and create a positive environment that fosters learning and improvement in customer service.

·        Empower employees to deliver excellent customer service.

·        Analyze all types of client feedback and other data to identify opportunities.

·        Observe the team and provide feedback to maintain a high-level service environment.

Human Resources Management

·        Identify team members' needs for coaching, mentoring, or any other activity to support their professional development.

·        Be a guide for the team in terms of performance standards.

·        Set realistic, motivating, measurable, and achievable goals that will guide the team's performance.

·        Seek employee opinions and feedback to ensure team satisfaction and harmony.

·        Gradually manage disciplinary situations and ensure the team is treated fairly and equitably.

·        Conduct performance evaluations and develop growth plans with each team member.

·        Conduct interviews and hire staff across all department disciplines to align with the establishment's operational needs.

General

·        Adhere to confidentiality guidelines and the code of ethics in all areas of the business.

·        Represent Humaniti Hotel Montreal professionally at all times.

·        Promote and apply teamwork skills at all times.

·        Comply with required safety regulations and procedures.

·        Attend hotel meetings and relevant information sessions.

·        College or university degree in hotel management or equivalent education.

·        Excellent organizational skills, prioritization, and outstanding customer service.

·        Excellent ability to establish and maintain good business relationships with other departments and external stakeholders.

·        Ability to work under pressure and manage stress.

·        Proactivity, initiative, and autonomy.

·        Strong personnel management skills.

·        (5) years of experience in the hotel industry at the front desk.

·        (3) years of team supervision experience in the hotel industry.

·        Availability during the day, evening, and weekends.

·        Bilingual (French and English).