Assistant Front Office Manager

7 months ago

Kingston, Canada Holiday Inn Kingston Waterfront Full time

Assistant Front Office Manager

Reporting to Front Office Manager

**THE ROLE**:
Assist in managing the hotel’s overall operation, maintaining quality standards and ensuring guest satisfaction during the scheduled shifts and/or in the Management’s absence. The Assistant Front Office Manager provides leadership and support to all members of the Front Office, implements and enforces the Brand and Company standards in all areas supervised.

**ACTIVITIES**:

- Assist and control the activities of the Front Office, Reservations, Guest Activities, and to ensure adherence to brand & Company standards, policies and procedures in the absence of the Front Office Manager.
- 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.
- Assists in the development of short-term and long-term financial and operational plans for the hotel which support the overall objectives of the Company.
- Assists Front Office Manager with the execution of marketing, sales, and operational activities, producing results that meet or exceed the hotel’s business plan.
- Maintains reservations systems such as Yield Management System and Property Management System.
- Assists Front Office Manager with the monitoring of the performance of the hotel through verification and analysis of guest satisfaction systems and financial reports. Suggests and implements corrective actions.
- Maintains product and service quality standards by assisting with 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.
- Assists implementation of appropriate technology solutions to increase customer service and hotel revenues.
- Assists preparing all necessary forecasts; to work closely with Reservations, Front Office and Sales to maximize occupancy, rate and revenue. Keeps all departments notified of any fluctuations in business levels, special guests, groups, etc.
- 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.
- Assist the payroll for Rooms Division 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.
- 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 to the Rooms Division.
- Understands the government regulations affecting hotel’s operations, ensuring hotel is operated in compliance with all applicable laws, ordinances, regulations, and requirements of any federal, provincial or municipal authority.
- Ensures good safety practices of employees and guests, assisting in the maintenance of proper emergency and security procedures.
- Ensures implementation of applicable preventive maintenance programs that protect the physical assets of the hotel.
- Personal vehicle to travel locally or to other locations is a primary job duty
- As required of all hotel associates, assists any customer or potential customer in a prompt, courteous, friendly, and helpful manner at all times.
- **Note: Other duties as assigned by supervisor or management**_

**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**:

- Assist and enforce all safety policies and procedures. 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.
- Re-instruct all regular employees who develop unsafe work practices as soon as possible after such practices are observed.
- Insist on good housekeeping and enforce the “Clean as You Go” practice.
- Maintain active involvement in the accomplishment of the accident prevention and reduction objective. Take every precaution reasonable in the circumstances for the protection of employees.

**COMPETENCIES**:

- Backgrou

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