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Assistant Front Office Manager

4 months ago

London, Canada DoubleTree by Hilton London Full time

The DoubleTree by Hilton London is located in the heart of downtown London. This hotel is connected by a skywalk to the RBC place and is within a ten-minute walk away from the Covent Garden Market and Budweiser Gardens The hotel has 323 rooms and suites, an onsite restaurant, a Starbucks, and 34,000 square feet in banquet and meeting spaces. This full-service hotel also offers a well-equipped fitness centre and pool and a fully equipped business center.

SCOPE AND GENERAL PURPOSE

To work with the Front Office Manager and assist in the development of a motivated, organized and empowered Guest Services team and provide the highest levels of service, professional work standards and guest care. To contribute to the overall profitability to the Hotel while ensuring the utmost guest satisfaction.

MAIN DUTIES

**1. **Perform and supervise tasks and duties during the working shift to maximize on productivity and guest service by following proper policies and procedures.

**2. **Communicate effectively both verbally and written to provide clear direction to team members. Assign and instruct Guest Service Representatives to perform tasks and duties. Observe performance and encourage improvement.

**3. **Greet guests with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.

**4. **Complete the registration process by inputting and retrieving information from the PMS, confirming pertinent information including number of guests, contact information and room rate. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Close out guest accounts at time of check out.

**5. **Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash make change and balance an assigned house float. Accept and record vouchers and other forms of payment. Post charges to guest rooms and house accounts.

**6. **Promptly answer the switchboard using a positive and clear voice. Input messages into the PMS. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.

7. Remain calm and professional at all times, including during emergency situations and/or heavy hotel activity, serving as a role model for the team and other employees.

8. Assists in and performs basic security related tasks.

**10. **Assist with Accounts Receivable collection

**11. **Comply with financial and accounting procedures in relation to all Guest Services /Cashiering duties.

**12. **Respond to guest needs ensuring special requests are met or channeled through to the appropriate department with documentation and follow up to the guest or department.

**13. **Ensure an effective relationship is maintained with Maintenance and Housekeeping regarding availability of rooms to maximize on rooms rented while ensuring guest satisfaction.

**14. **Demonstrate proactive commitment, customer loyalty and the empowerment of motivated and innovative team members.

**15. **Comply with attendance rules and be available to work on a regular basis.

**16. **Perform any other job-related duties as assigned.

**REQUIRED SKILLS AND ABILITIES**:
1. Completion of secondary school is required.

2. A university degree or college diploma in hotel management is preferred.

3. Two years’ experience in a hotel setting, with front desk experience.

4. Ability to establish and maintain effective working relationships with associates, customers and patrons.

5. Ability to effectively deal with all contacts, some of whom may require high levels of patience, tact and diplomacy.

6. Must have the ability to communicate in English.

7. Always maintain a professional appearance and manner.

9. Ability to communicate effectively both verbally and written in order to interact with guests, internal and external customers, vendors and department heads.

10. Strong Administrative skills

11. Strong customer service skills

12. Ability to establish and maintain effective working relationships with associates, customers and patrons

13. Proficient with computers and Microsoft office.

14. Experience with Property Management Software and Point of Sales systems is an asset.

15. Strong organizational skills with attention to detail.

**SUPERVISOR**RESPONSIBILITIES**

1. To embrace, and promote Holloway’s organizational mindsets

**2. **Working knowledge of Employment and Occupational Health and Safety legislation.

**3. **To take responsibility of the department in the absence of the Department Manager.

**4. **Provide supervision, direction and performance management for team members to ensure the highest levels of guest satisfaction, and quality assuran