Front Office Manager
3 weeks ago
Position Description
- Are you looking for an exciting career change at a bustling Downtown property? Join the dynamic Management team at the DoubleTree by Hilton Toronto Downtown in the exciting role of Front Office Manager._
- Located in the heart of Downtown Toronto, The DoubleTree by Hilton Toronto Downtown boasts of 490 guest rooms and 13,500 sq ft of flexible Meeting and Event space. We are looking for an experienced Front Office Manager ,who has a passion for guests services and leading a big team of professionals._
Scope
We are committed to delivering an unsurpassed level of customer service to every guest, every time. Each of us will strive to be an Ambassador of the DoubleTree Hotel. We will take advantage of every opportunity to anticipate out guests’ needs, ensuring a proactive approach to the provision of excellent service.
Major areas of responsibility include, but are not limited to the following:
- Complete an annual Departmental budget. Rationalize labour standards and operating expenses to allow for efficiency of the operation while maintaining acceptable service standard levels.
- Endeavor continuously to maximize hotel occupancy, total revenue, and average transient rate. Emphasize the Front Office Up-sell program to all staff; ensure Guests are offered the up-sell option on arrival.
- Act without prior approval and with full authority within your scope to ensure that all the DoubleTree Hotel's policies and procedures are followed. Coordinate Emergency procedures within the scope of defined plans.
- Ensure work schedules are prepared for effective staffing and the efficient operation of Front Office areas.
- Assess guest complaints/problems taking proper, prompt, and effective corrective action to ensure the best possible satisfaction to our guests.
- Ensure the proper handling, blocking, greeting and/or escorting of all VIP and Special Attention guests. Ensure rooms are inspected, keys are in packets, and all needs are met prior to their arrival.
- Review all group contracts and resumes to ensure all special requests, billing requirements, parking arrangements, and VIPs are handled properly by all Front Office personnel. Ensure all staff is aware of their special duties for a particular group.
- Maintain a close working relationship with the Sales, Accounting, Security, and Housekeeping departments. Oversee handling of special room requests, special accommodations and requests, billing, charging authority, etc.
- Review all Front Desk work to ensure proper procedures and handling has occurred. Ensure deficiencies are corrected appropriately and immediately.
- Ensure the proper implementation, adherence, and comprehension of all special corporate programs. Monitor and motivate to achieve desired and expected goals and objectives.
- Maintain Front Office logs and ensure pertinent items are resolved in a timely fashion. Place responsibility on all staff to utilize the logbook. Ensure optimal guest satisfaction through follow-up of each and every log entry.
- Prepare special reports and handle special projects and assignments as directed by the General Manager. Implement applicable policies and procedures deemed necessary within the operating capacity of a Front Office Manager.
- Follow through on all out of order rooms bringing to the attention of the applicable department measures needed to re-market the room.
- Take necessary action with regard to Front Office staff; i.e. hire, coach, evaluate, exact progressive discipline, and terminate as required with the approval and support of the Regional Director Human Resources and the General Manager.
- Develop, maintain and participate in training programs for staff, to meet corporate brand standards for training. Maintain high morale, minimize turnover, and concentrate on staff development on an ongoing basis.
- Keep a positive attitude at all times and promote your department. Recognize a successor and endeavor continuously to motivate staff through feedback and constructive suggestions.
- Conduct staff meetings and seminars on an ongoing basis.
- Ensure all Front Office staff is fully aware and knowledgeable of all emergency and fire procedures.
- Maintain an effective flow of communication from the Front Office to all departments and ensure all Front Office staff is kept informed of items that concern them.
- Conduct oneself in such a manner as to reflect the DoubleTree Hotel's product and service standards. Act as a leader and role model for all staff to emulate.
- Be familiar with local and federal employment laws and be familiar with the employee handbook.
QUALIFICATIONS:
- Good command of the English language is essential, both written and verbal.
- Must have strong leadership qualities to handle any situation that may rise in matters of guest service so that guests are satisfied to the standards of the Hotel.
- Revenue management knowledge will be an asset for this position.
- 4 years of Front Office management experience in a
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