Assistant Front Office Manager
6 days ago
The Sun Peaks Grand Hotel & Conference Centre is seeking a highly skilled and experienced Front Office Manager to join our leadership team. As a vital member of our hotel's operations, you will be responsible for fostering a culture of success through strong leadership and a team dynamic that enables an elevated guest experience.
Key Responsibilities- Service Champion: Act as the 'Service Champion' for the front office, role modelling welcoming hospitality and exemplifying excellence in guest service for the Front Office team by:
- Identifying, creating, and upholding process efficiencies and established Guest Service Standards as they relate to the guest experience
- Working alongside Front Office Team to ensure a positive first impression on guest arrival, swift resolution of issues during their stay and a seamless checkout
- Building individual connections with guests wherever possible to drive loyalty and referrals
- Guest Service: Ensure guest inquiries, requests and issues are resolved in a timely, friendly, and efficient manner, optimizing guest satisfaction
- Service Data Analysis: Analyze service/satisfaction data from various sources and identify trends to inform collaborative action planning for the FO team
- Cost Control and Profitability: Assist in monitoring cost control efforts and overall profitability/marketing initiatives
- Team Scheduling and Development: Assist in the development of the team schedule in alignment with business needs and assist in the departmental policy and procedure development and implementation
- Recruitment and Hiring: Assist with departmental recruitment efforts such as conducting interviews and other aspects of the hiring process
- 2 years' minimum Front Office experience with 1 year of service in a leadership role; experience in a hotel/hospitality/tourism setting or related industry is required; resort experience is an asset
- Post-secondary education in hospitality or related discipline preferred
- Energetic and outgoing with a positive attitude, driven to deliver elevated guest experiences
- Professional and well organized with excellent communication skills, both written and verbal
- Excellent problem-solving abilities and the ability to think on your feet
- Highly responsible self-starter and reliable team player, with the ability to remain calm under pressure in a fast-paced environment
- Must have the ability to supervise, mentor, train and motivate the team
- A working knowledge of hotel systems, specifically Opera PMS, is an asset
- Proficiency with computer systems required, such as Microsoft Windows applications
- Full access Winter/Summer Season Lift, Trail and Golf passes
- 3 weeks of paid vacation
- Dining discounts within our hotel & resort outlets
- Benefits plan and additional wellness components, including Health Spending Account and EFAP
- Eligibility for our 'Pay for Performance' incentive bonus program (after the qualifying period), awarded to our top performers
- Participation in the RRSP and matching DPSP programs
- Retail discounts in Resort owned outlets
- Reciprocal programs with partnering hotels
- Friends and family hotel rates
- Continued professional growth and development opportunities
The Sun Peaks Grand Hotel & Conference Centre is committed to building and sustaining a diverse and inclusive workforce. As an equal opportunity employer, we encourage applications from all qualified individuals.
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