Assistant Front Office Manager

5 months ago

St John's, Canada Westmont Hospitality Group Full time

Steeped in history and built on the site of the old Fort William at the base of Signal Hill, the Sheraton Hotel Newfoundland blends elegance with the vibrant and colourful atmosphere of one of the oldest cities in North America. Our premier location overlooking St. John’s harbour, is just minutes from area attractions, boutique shopping and the legendary George Street entertainment district.Our 301 modern rooms and suites offer our guests a relaxing retreat whether travelling on business or pleasure. With over 18,000 square feet of well appointed function space, we can meet the needs of any event or conference.We are passionate professional hoteliers dedicated to the art of hospitality Our team members are committed to providing exceptional personalized service to our guests; our dedication to the customer shows in everything we do. We put people firstWestmont is committed to being a leader in hospitality ownership and management focusing on delivering superior results for our Guests, Associates and Partners while adhering to high standards.
Westmont embodies the following Values:
- Entrepreneurial
- Ethical
- Flexible
- Family Oriented
- Creative
- Empowered

We offer an attractive wage, Marriott branded training within a combination of e-learning modules and Team Member training. Annual vacation, bi-weekly pay days and a Group Health/Dental benefit package. Perks also include Marriott's Explore program which offers associates discounts on Hotel rooms along with Food & Beverage discounts while traveling on leisure.
- Scope:

- **Job Summary**

The Assistant Front Office Manager supports the Front Desk Manager in managing all aspects of the department including but not limited to operations, planning, budgeting, staffing and payroll in accordance with hotel policies and procedures. The Assistant Front Office Manager provides leadership and support to all members of the Front Office, implements and enforces the Brand and Company standards in all areas supervised.

**Major Duties and Responsibilities**
- Direct and control the activities of the Front Office, Guest Activities, and to ensure adherence to brand & Company standards, policies and procedures.
- Ensure that qualified personnel are selected, hired and trained in all areas of responsibility.
- Must ensure that all personnel are trained & kept well informed of department objectives and policies.
- Ensure the proper image is being maintained by all Team Members with respect to grooming and uniform standards.
- Participates in the development of short-term and long-term financial and operational plans for the hotel which support the overall objectives of the Company.
- Maintains reservations systems such as Light Speed and Property Management

System.
- Assists the front Desk Manager with the monitoring of the performance of the hotel through verification and analysis of guest satisfaction systems and financial reports. Suggests and implements corrective actions.
- Maintains product and service quality standards by conducting ongoing evaluations and investigating complaints. Suggests and implements corrective actions.
- Creates an operating environment that assures consistent guest satisfaction. Ensures proper handling of guest complaints.
- Ensures implementation of appropriate technology solutions to increase customer service and hotel revenues.
- Assists to prepare all necessary forecasts; to work closely with Reservations, Front Office and Sales to maximize occupancy, rate and revenue. Keeps all departments notified of any fluctuations in business levels, special guests, groups, etc.
- Establish and maintain close working relationships with all departments of the hotel to ensure maximum cooperation, productivity, morale and guest service.
- Develop relationships with clients, return guests, group contacts etc. to provide maximum personalized guest service.
- Make suggestions for improvements in overall operations with an emphasis on increasing guest satisfaction, revenues as well as reducing costs.
- Monitor and analyse the payroll for the Front Desk to ensure maximum effectiveness towards guests services while realizing full profit potential.
- Display a high degree of professionalism and integrity as befitting a member of management.
- Respond properly and take a supervisory role in any hotel emergency or safety situation, as well as ensure the proper control and instructions of said emergency procedures to the Rooms Division.
- Understands the government regulations affecting hotel’s operations, ensuring hotel is operated in compliance with all applicable laws, ordinances, regulations, and requirements of any federal, provincial or municipal authority.
- Ensures good safety practices of employees and guests, assisting in the maintenance of proper emergency and security procedures.
- Ensures implementation of applicable preventive maintenance programs that protect the physical assets of the hotel.
- As required of all hotel associates, assis

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