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Assistant Front Office Manager

3 months ago

Vancouver, British Columbia, Canada Rosewood Hotel Georgia Full time

Hotel Overview:
Rosewood Hotel Georgia combines the grandeur of the Roaring Twenties with contemporary design in the heart of Vancouver.

First opened in 1927, the legendary Forbes 5-Star hotel has been meticulously restored to its place as one of the most prominent hotels worldwide.

Providing a flawless combination of legacy with luxury, Rosewood Hotel Georgia features 156 guestrooms and suites, award-winning dining, and Sense, a Rosewood Spa - the only Forbes 5-Star spa in Canada.

For generations, guests have indulged in Hotel Georgia's charming ambience, remarkable service and landmark location.

Job Description:


The Assistant Front Office Manager/Guest Relations is responsible for the management of all aspects of the Front Desk functions and coordination of guest relations of all aspects of VIP guests in accordance with hotel standards.

Directs, implements, and maintains a service and management philosophy which serves as a guide to respective staff.

Responsibilities:

  • Maintain complete knowledge of, and comply with, all Company and department policies, service procedures and standards.
  • Ensure that current information on rates, packages and promotions is available at the Front Desk and that staff are knowledgeable on such information.
  • Cover Relief Night Manager shifts when needed.
  • Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
  • Handle all guest concerns, issues, inquiries and complaints as needed.
  • Ensure that staff report to work as scheduled; document any late or absent employees.
  • Conduct preshift meeting with staff and review all information pertinent to the day's business.
  • Coordinate breaks and work duties for staff.
  • Constantly monitor staff performance in all phases of service and job functions; rectify any deficiencies with respective personnel.
  • Monitor and ensure that all cashiering procedures comply with accounting policies and standards.
  • Relieve the Night Manager of their duties on their days off.
  • Perform all other duties as required.

Qualification Standards:

Education:
High School Diploma required

Experience:

Minimum two years' experience in Front Desk operations and minimum 2 years' experience in Guest Relations, preferably in a luxury or ultra-luxury hotel.


General Skills:

Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest's service needs; work cohesively with co-workers as part of a team; work with mínimal supervision; maintain confidentiality of guest information and pertinent hotel data.


Technical Skills:

Familiarity with yields management and cost controls; ability to perform job functions with attention to detail, speed and accuracy, prioritize and organize, be a clear thinker, remaining calm and resolving problems using good judgment, follow directions thoroughly, understand guest's service needs, work cohesively with co-workers as part of a team, work with mínimal supervision, maintain confidentiality of guest information and pertinent hotel data, ascertain departmental training needs and provide such training, direct performance of staff and follow up with corrections when needed, input and access information in the property management system/computers/point of sales system.


Language:
Required to speak, read, and write English, with fluency in other languages preferred.

Physical Requirements:

Must be able to exert physical effort in transporting 30 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.


Benefits:

  • Dental care
  • Paid time off

Schedule:

  • Weekends as needed

Ability to commute/relocate:

  • Vancouver, BC V6C 1P7: reliably commute or plan to relocate before starting work (required)

Experience:

  • Customer service: 1 year (preferred)

Shift availability:

  • Night Shift (preferred)

Work Location:
In person