Assistant Front Office Manager- Crowne Plaza

4 weeks ago

Niagara Falls, Canada Canadian Niagara Hotels Full time

Niagara Falls-based _**Canadian Niagara Hotels Group of Companies**_ is one of Canada’s largest and most successful diversified entertainment businesses, with more than 2500 talented professionals spread across its various Hotels, Spas, Conference Centres, Restaurants, Craft Brewery and Distillery, Indoor Waterpark, City Touring, Entertainment and Specialty Retail businesses - with more to come We are home to world-class brands including Marriott, Sheraton, IHG, Morton’s, Milestones, Hard Rock Café, Rainforest Café, Hershey and Starbucks - to name a few_. _ Regardless of what business or role you start with, career development opportunities and rewards are endless for people delivering exceptional guest satisfaction and attaining business results.

This position is responsible in the effective and efficient operation of the Front Office/Guest Services Department
- ensuring the highest level of guest service is provided by consistently exceeding guest expectations and maximizing potential revenue, ensuring results are achieved in accordance with objectives, performance and quality standards established by the Company. This position reports to the Assistant General Manager**.**

**Responsibilities**
- Ensuring the smooth, efficient and professional operation of all Front Office area.
- Recruiting, training and developing all Front Office Associates; reviewing staffing levels as needed to ensure that guest service, operational needs and financial objectives are met.
- Motivating and guiding the entire Front Office Team in the execution of their duties in order to maximize the efficient operation of the department; understands employee positions well enough to perform duties in employees' absence.
- Monitoring, reviewing, updating and revising the Front Office Department standards.
- Ensuring that all Front Office Associates are fully aware of relevant information concerning the hotel; i.e. facilities, promotions, services as well as local events and public services.
- Providing a warm and engaging environment that reflects the service culture.
- Ensuring that all associates adhere to all hotel policies, standards, procedures and regulations.
- Conducting audits and controls on a regular basis.
- Being aware of all expected VIP arrivals and departures and those already in-house, including their names, affiliation and room numbers.
- Controlling costs effectively to meet budget guidelines and desired financial results; implementing control system for all controllable costs.
- Resolving guest complaints by finding creative ways to say “Yes”; ensuring that all guests’ complaints are handled in a timely and professional manner at all times.
- Ensuring that recognition programs for guests are implemented and functioning.
- Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed; establishing challenging, realistic and obtainable goals to guide operation and performance.
- Other duties as assigned

**Qualifications**
- Post-Secondary education in a related field or the equivalent in education and experience
- Opera front desk report generation experience preferred
- Knowledgeable with Microsoft Word, Excel and Outlook
- Ability to lead/supervise a large team of front desk employees.
- Sets high priorities/standards and demonstrates urgency to achieve critical goals and objectives
- Approachable and establishes immediate credibility with guests and staff.
- Outstanding attention to detail - both personal grooming/appearance and in properly ensuring staff appearance standards are maintained at all times
- Ability to work all shifts including days/evenings/weekends and holidays

To learn more about Canadian Niagara Hotels Group of Businesses or view other current and future job opportunities please visit CNHCAREERS.CA

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

**Benefits**:

- Dental care
- Extended health care
- On-site parking

Schedule:

- Day shift
- Monday to Friday

Ability to commute/relocate:

- NIAGARA FALLS, ON: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Do you have previous Opera experience?

Work Location: One location

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