Assistant Front Office Manager

5 months ago

Niagara Falls, Canada Americana Resort Inc. Full time

**Primary Responsibilities**:

- Has exceptional knowledge of the facilities and services available, physical plan and layout
- Stays appraised and has exceptional knowledge on all packages, selling rates, strategies and promotions and ensures staff is aware of any updates
- Assists Front Office Manager with reviews of upcoming group bookings, directions and ensuring all necessary information is communicated throughout the Resort
- Acts as the liaison with the fire department and is responsible for charting all visits, inspections, suggestions and communicates with senior management
- Acts as the liaison with senior management for all safety procedures, safety and fire drills as well as oversees health and safety at the front desk
- Acts as the Manager on Duty for hotel providing support and assistance to departments as required
- Reviews upcoming bookings and occupancy level to determine hotel security needs
- Books security when required, communicates bookings to applicable departments and acts as the liaison with the security personnel and company
- Actively reviews new hire training checklist and ensures items have been taught
- Provides a detailed follow up with new Team Members outlining any areas where attention may be required
- Provides department specific Orientation training to new Front Office Team Members
- Creates and adjusts Front Office Team Member schedules to meet customer demands
- Has knowledge of Ontario’s Employment Standards Act and ensures compliance including but not limited to rest and eating periods by ensuring employees receive breaks and are rotated accordingly
- Performs personnel procedures including but not limited to resolving employee conflicts, corrective counseling and disciplinary action in a timely, competitive and fair manner
- Provides accurate and timely reservation information in a professional and friendly manner
- Registers guests upon arrival and checking them out upon departure
- Responds to customers’ needs immediately and has excellent communication with all other departments
- Handles guests’ complaints with tact, diplomacy and good judgment and follows through with proper documentation
- Actively participates in and attends all required meetings
- Performs Night Audit duties as required
- Ensures that all transactions and payments are posted and entered accurately and verify that staff is conducting this properly
- Maintains and balances a cash drawer daily including cash exchange and change orders
- Ensures the security and confidentiality of the safe and is responsible for its contents of float, tickets, etc.
- Updates information on white board, reader boards, function sheets, memos and ensures each staff member has read
- Ensure all checkouts have departed on scheduled departure day
- Ensures reports are printed and updated and acts on any discrepancies
- Ensures bus procedures are completed and followed (preparation of rooming lists, keys, check-ins/out, wake up calls, phone deposits, etc.)
- Answers incoming and internal calls with proper phone etiquette
- Assists other departments with administrative support i.e., sales, restaurant, maintenance etc.
- Performs general cleanup and housekeeping duties as required at the front desk to maintain a professional appearance
- Ensures the front desk supplies (i.e., maps, paper) are fully stocked
- Assigns tasks to Guest Services Agents and ensures duties are completed in a timely and accurate manner (spot check vouchers, bucket checks, arrivals, confirmation letters etc.).
- Promotes all safety and fire regulations and procedures and directs all hotel staff and guests during fire alarms and evacuation while ensuring their safety in an efficient and calm manner.
- Produces reservation pick up reports, specifically including all promotional rooms and rates
- Professionally represents the resort at all times by maintaining a clean, business appearance by way of clean uniform, neat appearance and excellent personal hygiene
- All other duties as assigned by the Front Office Manager.

**Professional Qualifications**:

- Experience in Front Office or hotel related environment preferred
- Completion of High School
- Minimum 1-3 years supervisory experience
- Strong computer skills
- Previous up-selling and/or sales experience is an asset

**Personal Qualities**:

- Excellent oral and written communication skills
- Must be pleasant and cheerful
- Strong sales attitude with the confidence to sell and up-sell products and services
- Detail-oriented, ethical and honest

**Physical Requirements**:

- Extensive use of the computer and telephone
- Standing for extended periods of time
- Restricted to desk for extended periods of time
- Stress in dealing with high volume of calls and guest concerns

**Job Types**: Full-time, Permanent

Pay: $19.00-$21.00 per hour

**Benefits**:

- Company events
- Discounted or free food
- On-site parking
- Paid time off
- Store discount

Schedule:

- 8 hour shift
- Day shift
- Evening

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