Assistant Front Office Manager

6 days ago

Sun Peaks, British Columbia, Canada Sun Peaks Grand Hotel & Conference Centre Full time
Job Summary

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
Requirements
  • 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
What We Offer
  • 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
Our Commitment to Diversity and Inclusion

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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