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Assistant Director of Front Office

2 months ago

Calgary, Alberta, Canada Concord Hospitality Enterprises Full time
Job Summary

We are seeking a highly skilled and experienced Front Office Manager to join our team at Concord Hospitality Enterprises. As a key member of our management team, you will be responsible for ensuring the success of our front desk operations, delivering exceptional guest service, and maintaining the highest standards of product quality.

Key Responsibilities
  • Guest Service
    • Maintain a customer-centric approach to ensure guest satisfaction and loyalty.
    • Develop and implement strategies to improve guest service standards and quality.
    • Train and empower front desk staff to deliver exceptional guest service.
  • Front Desk Management
    • Oversee front desk operations, including check-in/check-out procedures, telephone procedures, and hotel amenities.
    • Lead and assist in Revenue Management functions, including conference calls with Corporate Management and brand revenue management centers.
    • Ensure front desk staff is trained in and follows financial control procedures for cash, vouchers, inventories, and receivables.
  • Human Resources
    • Manage human resources functions, including recruiting, selection, orientation, training, performance planning, and evaluation.
    • Maintain a positive and cooperative work environment between staff and management.
    • Emphasize employee selection, training, and development as a way of doing business.
  • Safety and Security
    • Ensure compliance with local health and safety codes and regulations.
    • Recognize and correct potential safety hazards in the hotel.
    • Understand and follow policies and procedures for the hotel's key control system.
  • Operations
    • Maintain physical product standards by managing preventive maintenance programs and scheduling deep-cleaning activities.
    • Ensure ongoing staff and employee involvement in preventive maintenance programs.
    • Protect the interests of the hotel during capital projects.
    Requirements
    • Minimum 3 years of experience in a front office management role.
    • Proven track record of delivering exceptional guest service and maintaining high standards of product quality.
    • Strong leadership and management skills, with the ability to train and empower staff.
    • Excellent communication and interpersonal skills, with the ability to work effectively with staff, management, and guests.
    • Ability to work in a fast-paced environment and adapt to changing circumstances.