Front Office Manager

1 week ago

London, Ontario, Canada DoubleTree by Hilton London Full time

SCOPE AND GENERAL PURPOSE


To be committed to the development of a motivated, organized and empowered Guest Services team and provide the highest levels of service, professional work standards and guest care.

To contribute to the overall profitability to the Hotel while ensuring the utmost guest satisfaction.

MAIN DUTIES

  • Manage, monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations, and delivering recognition and reward.
  • Ensure team members have current knowledge of hotel products, services, facilities, events, pricing, policies and knowledge of local area and events
  • Recognizing and appreciating Hilton Rewards Elite level guests; knowledge of Hilton Rewards enrollment for new guests.
  • Responsible for the training and on boarding of new ambassadors.
  • Welcome and acknowledge all guests according to DoubleTree standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
  • Monitoring room inventory and guest credit limit throughout all shifts
  • Monitoring all areas of the Front Office including: front desk, group blocks, bell desk, and the business center
  • Required to performance manage associates when appropriate
  • Maintain QA and SALT goals and conduct monthly audits.
  • Speak with guests, fellow ambassadors and management using clear and professional language.
  • Develop and maintain positive working relationships with others, and listen and respond appropriately to the concerns of other associates.
  • Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications.
  • Responsible for facilitating the proper emergency evacuation procedure with all departments of the property.
  • Ensure uniform and personal appearance is clean and professional in accordance with DoubleTree Image

REQUIRED SKILLS AND ABILITIES:

1. Completion of secondary school is required.

2. A university degree or college diploma in hotel management is preferred.

3. Must be an expert in night auditor functions, Group operations including creating group block.

4. ONQ and R&I experience will be an asset.

5. Three years' experience in a hotel setting with a minimum of one years' experience in a leadership role.

Skills and Knowledge
-
Number Facility
  • The ability to add, subtract, multiply, or divide quickly and correctly.
-
Reading Comprehension:

  • Understanding written sentences and paragraphs in work related documents.

-
Writing
  • Communicating effectively in writing as appropriate for the needs of the audience.
-
Oral Comprehension:

  • The ability to listen to and understand information and ideas presented through spoken words and sentences.
-
Customer and Personal Service:

  • Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Management Competencies
-
Adaptability
  • Ability to effectively adjust to major changes in work tasks or the work environment.
-
Aligning Performance for Success
  • Skilled at focusing and guiding others in accomplishing work objectives.
-
Building a Successful Team:

  • Skilled at building a cohesive team and facilitating goal accomplishment.

-
Building Trust
  • Ability to interact with others in an honest, fair and respectful way; giving others confidence in one's intentions and those of the organization.

-
Communication
  • Skilled at clearly conveying information and ideas through a variety of media; engaging the audience and helping them understand and retain the message.

-
Leadership
  • Ability to train and performance manage ambassadors.

-
Customer Focus
  • Ability to develop and sustain productive customer relationships; actively seeking information to understand and address customers' needs.
-
High Work Standards:

  • Sets high standards of performance for self and others; assumes responsibility and accountability for successfully completing assignments or tasks.
-
Planning and Organizing:

  • Skilled at establishing courses of action for self and others to ensure work is completed efficiently.
-
Problem Solving/Decision Making
  • Ability to identify and understand issues, problems, and opportunities; using effective approaches for choosing a course of action or developing solutions.

Benefits:

  • Dental care
  • Extended health care
  • Life insurance
  • Paid time off
  • Vision care

Schedule:

  • Evening shift
  • Monday to Friday
  • Night shift
  • Weekend availability

Ability to commute/relocate:

  • London, ON N6B 1S2: reliably commute or plan to relocate before starting work (required)

Work Location:
One location

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