Assistant Front Office Manager

2 weeks ago

Toronto, Canada Chelsea Hotel Full time

Job Summary
Provides leadership and direction for Front Desk/1865 Colleagues, ensuring that the service standards and policies of Chelsea Hotel are met. Reporting to the Front Office Manager, the Asst. Front Office Manager promotes a positive morale among the Front Desk /1865 Team. The Asst. Front Office Manager is also responsible for the day to day operation of the Front Desk/1865 Desk to ensure that all necessary control systems are in place to maximize positive guest experience.

**MyGuest**
***
- Manages the arrival and departure activities of main desk, 1865 desk, airline desk, club lounge and tour desk, while maximizing GSI scores.
Ensure the prompt follow-up and any resolution of any guest concern.
Promotes a positive work environment consistent with Chelsea Values.
Monitor GSI scores by reviewing comment card results.
Controls daily distribution of rooms and ensures a supply of clean rooms are available for guests at check in.
Monitors co-ordination of group and convention check-ins and check-outs.
Cover Guest Service Manager shifts as needed

**MyProduct**
***
- Review front office procedures and processes in order to assess and improve guest service levels.
Monitors hotel status on the day of arrival to determine room availability and sell rate.
Respond to fluctuation in business volumes by increasing & decreasing staffing levels to adapt to changing hotel needs.
Respond to any emergency calls as needed, including fire or medical emergency
To know and understand Chelsea Hotels standards
Actively communicate within the Front Office, and to all other departments, any updates to the program and to ensure all new colleagues are aware of the program.

**MyColleage**

- Maintains communication with housekeeping, reservations, guest services, security, engineering, food and beverage, accounts receivable & credit departments to ensure guest needs are being serviced.
Conducts performance reviews of guest service agents, status control, group tour coordinators, airline coordinator.
Participates in the career development of front office employees.
Provides effective feedback to guest service agents through coaching, discipline and effective feedback.

**MyChelsea**
***
- Monitors selling of room types and daily rates to effectively fill the hotel and maximize revenue.
Ensures reservations are accommodated in a full house situation or arranges alternate accommodation (Walk).
Prepares schedules for Front Office, 1865 desk, tour desk and status control based on arrivals, departures and house count.
Manage payroll by evaluating scheduled staffing levels.
Requirement
- **_Working Experience_**
**_ _**
Previous front desk experience, previous supervisory experience.
- **_Knowledge_**
**_ _**
Understanding of Opera, Iris and Microsoft Office.
- **_Education _**
Post secondary education.
- **_Soft Skills_**
**_ _**
Proven customer service skills and experience
- **_Physical Requirements_**
**_ _**
Ability to sit and/or stand for extended periods.
- Ability to work a variety of shifts.
- Ability to use standard computer equipment.
- Terms of employment
Full time

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