Front Desk Manager

1 week ago

Kitchener, Ontario, Canada Doubletree by Hilton Kitchener Full time

SCOPE:


The Front Desk Manager manages all aspects of the department including but not limited to operations, planning, budgeting, staffing and payroll in accordance with hotel policies and procedures.

The Front Desk Manager provides leadership and support to all members of the Front Office, implements and enforces the Brand and Company standards in all areas supervised.


PRIMARY RESPONSIBILITIES:


Directs and control the activities of the Front Office, Reservations, Guest Services, and to ensure adherence to brand & company standards, policies and procedures.

Front Desk Scheduling of all team members in accordance to CBA.

Ensure that qualified personnel are selected, hired and trained in all areas of responsibility.

Must ensure that all personnel are trained & kept well informed of department objectives and policies.

Ensure the proper image is being maintained by all team members with respect to grooming and uniform standards.


Participates in the development of short-term and long-term financial and operational plans for the hotel which support the overall objectives of the company.

Maintains the ONQ system for the property as property champion.

Maintains product and service quality standards by conducting ongoing evaluations and investigating complaints. Suggests and implements corrective actions.

Creates an operating environment that assures consistent guest satisfaction. Ensures proper handling of guest complaints with timely resolutions.

Ensures any financial discrepancies are resolved in a timely manner both with guests and hotel finance department.

Ensures inventory balancing is done daily.

Ensures all Hilton Front Desk KPI's are met in line with the hotels Goals and Objectives.


Establish and maintain close working relationships with all departments of the hotel to ensure maximum cooperation, productivity, morale and guest service.

Develop relationships with clients, return guests, group contacts etc. to provide maximum personalized guest service.


Make suggestions for improvements in overall operations with an emphasis on increasing guest satisfaction, revenues as well as reducing costs.


Monitor and analyze the payroll for Front Desk to ensure maximum effectiveness towards guests services while realizing full profit potential.

Display a high degree of professionalism and integrity as befitting a member of management.

Handle tactfully any grievance that arises with the union in a professional manner in line with CBA


Respond properly and take a supervisory role in any hotel emergency or safety situation, as well as ensure the proper control and instructions of said emergency procedures of the Front Desk.

Steps in to fill in for any Front Desk Agent as and when needed in line with the CBA


As required of all hotel associates, assists any customer or potential customer in a prompt, courteous, friendly, and helpful manner at all times.

Ensures all OTA responses are dealt with in a timely and efficient manner.

Ensures marketplace is maintained with proper daily and month end inventories.

Responsible for all Front Desk cash floats and audits at month end.

HEALTH & SAFETY RESPONSIBILITIES:


Because safety is a management responsibility, department managers are held directly accountable for safe work practices and control of physical hazards in their areas.


DUTIES AND RESPONSIBILITIES:

  • Establish and enforce all safety policies and procedures. Ensure that an employee complies with OHSA and its regulations. Correct any employee who is observed breaking a safety rule. Any employee who continues to violate safety rules should be disciplined immediately.
  • Detect and eliminate, or report for correction, all physical hazards and unsafe conditions immediately by completing a safety work order. Perform random checks on a monthly basis and report deficiencies to the appropriate personnel.
  • Conduct orientation for all new employees before they start work. If possible, have a member of the Health and Safety Committee meet with the new employee (as part of the orientation or at a later date). Ensure that new employees receive instruction (verbal and written) on WHMIS, the unique hazards of their jobs, accident reporting, CPR and first aid, back injury prevention techniques, procedures to follow in the event of fire, and current property safety awareness programs.
  • Reinstruct all regular employees who develop unsafe work practices as soon as possible after such practices are observed.
  • Ensure that all employees use or wear any equipment, protective devices or clothing required under the Health & Safety Program.
  • Investigate all employee accidents thoroughly and immediately. Get the facts from the injured worker and witnesses and fill out necessary accident report forms promptly and completely. These forms should then be submitted to Human Resources for processing.
  • Insist on good housekeeping and enforce the "Clean As You Go" practice.
  • Maintain active involvement in th

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