Assistant Front Office Manager

7 months ago


Burlington, Canada The Pearle Hotel and Spa, Marriott Autograph Collection Full time

Reporting directly to Front Office Manager, the Assistant Front Office Manager at The Pearle Hotel & Spa is warm, friendly, and inviting, providing each guest visiting the property with personalized and exceptional service at every given opportunity.
- **Duties & Responsibilities**:

- Provide personalized and exceptional guest service at every given opportunity
- Accommodate special request whenever possible
- Liaise with housekeeping and other departments to ensure guests’ requests are followed through
- Have a thorough knowledge of the property’s products and services
- Suggest additional products and services meeting our guests’ specific preferences
- Responds to and handles guest problems and complaints.
- Serves as a leader in displaying outstanding hospitality skills, setting a positive example for guest relations.
- Improves service by communicating and assisting team member to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Supervises on-going training initiatives and conducts training when appropriate.
- Supervises and manages Front Office, Valet and Bell staff, understanding employee positions well enough to perform duties in employees' absence.
- Assist bell staff with luggage when required
- Oversee, and assist, valet services for Hotel, event and condominium guests
- Coordinate departmental requests as required
- Monitor labour costs and ensure Front Office and Guest Services staff are working efficiently and effectively, always keeping guest levels in mind when scheduling.
- Maintains high visibility in public areas during peak times
- Understands and can implement all emergency plans including accident, elevator, thefts, crimes, fire, etc
- Act as Manager on Duty and performs Front Desk duties in high demand times and when required.
- Ensure Health and Safety regulations are followed closely and that all staff are trained on company policies
- Demonstrate a commitment to further develop skills and knowledge and take initiative toward accomplishing personal and professional development goals.
- Graciously adapt schedule when necessary, work beyond regular hours when called for.
- All other duties as assigned

**Qualifications**
- Degree/diploma in a relevant program considered an asset
- Must have valid ‘G’ driver’s license with clean driver’s history

**Experience**
- Minimum two years hospitality management experience, fine hotel experience preferred.
- Experience with Marriott systems is an asset (Opera, GXP, Mobile Services and MARSHA)

**Skills**
- Excellent computer skills & familiarity with cash receipts, cash floats, balancing end of shifts, and budgeting
- Basic accounting principles an asset.
- Marriott International basic front office knowledge an asset. (Bonvoy GXP)
- Sales oriented personality & previous up-selling and/or sales experience is considered an asset.
- Member of Les Clefs D’Or - Golden keys Canadian Chapter (Concierge elite group) an asset.
- Strong leadership skills & demonstrated ability to effectively manage Team Members.
- Professional appearance, positive and proactive attitude, and demonstrates the following qualities; flexibility, dependability, and highly team and service oriented.
- Superior communication skills both written and oral.
- Desire to meet goals.
- Ethical and honest

**Working Conditions**
- Work environment - Work is primarily indoors, however this role may be required to assist the valet team outdoors
- Physical Effort - Capable of standing, and walking for extended period of time. Ability to move, lift, carry, push, pull, and place objects weighting up to 30 pounds.
- Shifts - Ability to maintain a flexible schedule to meet the business needs of a 24/7 hotel environment, including nights, weekend, and holidays.

Pearle Hospitality offers numerous employment benefits including dining, spa, and accommodation discounts; growth and development opportunities; Pearle Rewards program and more We offer competitive wages along with a fun, caring and supportive work environment.
- Pearle Hospitality and affiliated companies, including The Pearle Hotel & Spa, accommodate the needs of job applicants throughout its recruitment and selection processes in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Accommodation needs must be provided in advance. To discuss your needs, please contact the individual noted in the posting._

Pay: $55,000.00-$65,000.00 per year

**Benefits**:

- Employee assistance program

Schedule:

- Evening shift
- Night shift
- Weekends as needed

Ability to commute/relocate:

- Burlington, ON L7R 0G3: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 2 years (preferred)

Work Location: In person



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