Front Office Leader
5 days ago
**Job Requirements
**The Hilton Garden Inn and Homewood Suites by Hilton Ottawa Downtown, is conveniently situated in downtown Ottawa, steps from Parliament Hill with LRT transportation at the hotel’s front door for easy access to many points of interest including festival venues.
This blended dual branded property features 171 extended-stay guest rooms under the Homewood Suites by Hilton banner and 175 units providing short-stay accommodations under the Hilton Garden Inn banner and a total of 4,500 square feet of conference space, which includes our Tulip restaurant and bar, a pool and fitness facility.
**Responsibilities**
Reporting to the Hotel Manager, the Front Office Leader is responsible for ensuring the highest level of guest services are being delivered and company standards are maintained for all positions within the Front Desk, Reservations, and Night Audit. This includes:
- Onboarding of all new Front Office Associates acting as a mentor and coach throughout
- Completion and review of daily report package.
- Promote and encourage inter-departmental cooperation and communication to improve customer service and overall satisfaction.
- Ongoing training and coaching with Human Resources to ensure disciplinary process and performance management is consistent and effective
- Ensure all new hires have brand training completed in a timely manner
- Interview, hire, train supervise and counsel Guest Service Specialists and Night Auditors in the efficient operation of their respective areas.
- Motivate, lead and encourage the entire Rooms team to generate positive results in guest experience, financial goals and associate satisfaction.
- Lead, own and document monthly department meetings
- Conduct pre-shift meetings to build a strong team work environment.
- In Co-ordination with the Hotel Manager take on a role of responding to Salt reviews.
- Manage, maintaining/improving SALT for Overall guest experience.
- Be an active participant all Hotel committees (Blue energy committee, Bright hearted committee, Health and Safety, etc.).
- Manages the functional areas of guest registration, night audit, and guest reservation, to ascertain guest satisfaction and associate satisfaction - and maximize hotel profitability.
- Assist in the following: Preparing Schedules, evaluating Associates, and direction of all personnel.
- Takes immediate action on problems that are encountered in the Front Office Department.
- Manage and maintain Front Desk productivity
- Continual review of operational checklists and modifying as needed
- Implement and maintain upsell incentive program for front office department
- Hold individual associates accountable and ensure a full understanding of the Hotel’s expectations and performance standards
- Conduct and document weekly conversations and info sharing with Front Office team to discuss Salt, procedure changes and any other team relevant topics
- Assist in the maintenance of the key control program that is in place.
- Responsible for knowing hotel emergency procedure. Assist in training employees to act accordingly in the event of an emergency or accident at the hotel.
- Ensure the security needs of the property and guests are met.
- Conduct shift change over meetings and review of shift change report and pass over report
- Maintain an active role in the community, civic and industry segments.
- Perform other duties as assigned by the Hotel Manager.
- Evaluates staff performance on a 90 day, and annual basis.
- Conducts his/her self to reflect the high standards of professionalism within the Hilton organization.
**Work Experience**
- Minimum of 3 years of Front Desk experience, with minimum 2 years in supervisory or management roles
- Excellent time management and organizational skills
- Excellent communication skills
- Strong problem solving skills
**Disclaimer**
This job posting is for a position at a hotel that is owned and operated by an independent franchisee. The franchisee controls all aspects of the hotel’s employment practices, including recruiting, hiring, salary, benefits and compensation decisions, and the collection and processing of the personal data that you provide on this website. If you accept this position, you will be employed by a franchisee and not by Hilton. You will not be eligible from compensation or benefits from Hilton. You will be eligible for compensation or benefits only as may be provided to you by the independent franchisee.
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