Director of Front Office

2 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.

**Overview**

Oversees the Front Office & Guest Services Department. This position has primary responsibility for Front Office Management and all aspect of Front Office Operations and Guest Services Team, ensuring profitability, cost controls, and quality standards to ensure total guest satisfaction. Provides positive leadership and strong guidance to all Front of House team members to ensure consistent quality service is provided to our guests.

**Responsibilities**
- Interacts positively with team members to foster team spirit and loyalty.
- Sets the standard for a refined, Guest-centric culture.
- Promote the Sheraton and Marriott brand positively, meeting all brand standards and using the guest survey platform to leverage scores and overall satisfaction with the hotel.
- Communicates effectively in writing and verbally to provide clear direction to staff.
- Observes team member's performance and implements plans for improvement.
- Interviews, selects, trains, supervises, evaluates, counsels, and administers progressive disciplinary procedures for Front Office and Guest Services staff.
- Seeks opportunities to ensure guest loyalty.
- Prepares team for all Quality Assurance inspections
- Attends and participates in meetings to ensure the success of the hotel.
- Oversees the monthly departmental meetings for Front Office and Guest Services.
- Ensures brand standards are adhered to daily by all team members in each department.
- Interacts positively with customers and takes action to resolve problems to the satisfaction of parties involved.
- Handles customer complaints, including responses to guest surveys, to ensure guest satisfaction.
- Oversees the hotel quality assurance meeting focusing on continuous improvement.
- Develops individual and team agendas focusing on operational efficiency, quality improvement and or financial benefits.
- Complete financial budgets and forecasts for both the front office and guest service team
- Plans, presents and implements training modules.
- Ensures both self and Team are prepared to handle crisis or emergency situations.

**Qualifications**
- A warm and hospitable personality with a drive to assist the needs of others.
- Experience in a large, upper-upscale of luxury branded hotel preferred.
- Desire to learn, grow and develop within the hospitality industry.
- Maintain a professional appearance and manner at all times.
- Ability to effectively deal with internal and external customers with tact and diplomacy to defuse anger and resolve conflicts.
- A college degree in hospitality or related field.
- Previous experience with a union preferred.
- The ability to work collaboratively across all departments of a fast-paced hotel.
- The ability to work a variety of schedules to include AM, PM, Weekend and Holidays
- Fluency in English; bi-lingual and multi-lingual an asset.

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

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off

Schedule:

- Monday to Friday

Work Location: In person

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