Assistant Front Office Manager

2 weeks ago

Sun Peaks, Canada Sun Peaks Grand Hotel Full time

Imagine arriving to work at a stunning slope-side hotel after a round of golf or a hike in the wildflowers. As a vital member of the hotel’s leadership team, the Assistant Front Office Manager will foster a culture of success through strong leadership and a team dynamic that enables an elevated guest experience. We are looking for a strong team player and a people person who can identify team members' ongoing development needs, including in-the-moment feedback, coaching, mentoring, and other supports. You will assist the Front Office Manager in monitoring team member performance, including supervision, scheduling, and timely feedback and recognition.

**Compensation Information**:
**$51 450, annum.**

**Physical Requirement**:
Medium: Work activities involve handling loads between 10 and 20 kg; Predominately indoor setting.

**Accountabilities**:

- In collaboration with Front Office Manager, acts as the ‘Service Champion’ for the front office, role modelling welcoming hospitality and exemplifying excellence in guest service for the Front Office team by:

- Identifying, creating, and upholding process efficiencies and established Guest Service Standards as they relate to the guest experience
- Working alongside Front Office Team to ensure a positive first impression on guest arrival, swift resolution of issues during their stay and a seamless checkout
- Building individual connections with guests wherever possible to drive loyalty and referrals
- Ensures guest inquiries, requests and issues are resolved in a timely, friendly, and efficient manner, optimizing guest satisfaction
- Analyzes service/satisfaction data from Revinate, Trip Advisor, hotel post-stay survey, etc. and identifies trends to inform collaborative action planning for the FO team
- Assists in monitoring cost control efforts and overall profitability/marketing initiatives
- Assists in the development of the team schedule in alignment with business needs
- Assists in the departmental policy and procedure development and implementation
- Assists with departmental recruitment efforts such as conducting interviews and other aspects of the hiring process
- 2 years’ minimum Front Office experience with 1 year of service in a leadership role; experience in a hotel/hospitality/tourism setting or related industry is required; resort experience is an asset
- Post-secondary education in hospitality or related discipline preferred
- Energetic and outgoing with a positive attitude, driven to deliver elevated guest experiences
- Professional and well organized with excellent communication skills, both written and verbal
- Excellent problem-solving abilities and the ability to think on your feet
- Highly responsible self-starter and reliable team player, with the ability to remain calm under pressure in a fast-paced environment
- Must have the ability to supervise, mentor, train and motivate the team
- A working knowledge of hotel systems, specifically Opera PMS, is an asset

Note: The Front Office runs 24 hours a day, 365 days a year; flexible shift availability to work as business levels dictate (weekends, evenings, and some overnights) is an asset.

**What you can expect from us**:
The Sun Peaks Grand culture encourages individual initiative and a collaborative approach to delivering our guests' finest mountain resort experience. We value innovation and development that contribute to business success and personal growth. We also know you have a life outside of work and encourage work-life balance, including reaping the benefits of living in a resort and the mountain’s summer and winter activities.

**A sneak peek into some of the perks and benefits our Full-Time employees enjoy**:

- Full access Winter/Summer Season Lift, Trail and Golf passes
- 3 weeks of paid vacation
- Dining discounts within our hotel & resort outlets
- Benefits plan and additional wellness components, including Health Spending Account and EFAP
- Eligibility for our ‘Pay for Performance’ incentive bonus program (after the qualifying period), awarded to our top performers
- Participation in the RRSP and matching DPSP programs
- Retail discounts in Resort owned outlets
- Reciprocal programs with partnering hotels
- Friends and family hotel rates
- Continued professional growth and development opportunities

We acknowledge that we live, work, and play on the traditional territory of the Secwépemc People.

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