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Front Office Manager

2 weeks ago

Kitchener, Canada The Walper Hotel Full time

**Front Office Manager**
The Walper Hotel
JDV by Hyatt
Full-Time

**Hotel Vision**:
An iconic, contemporary, landmark property, we provide our guests with authentic, memorable experiences by offering uncompromising service and ultimate comfort.

**Who We Are**:
Fusing modern comforts with timeless charm, The Walper Hotel is a cornerstone of downtown Kitchener, and the newest member of the JDV collection of Hyatt hotels. With chic public spaces, contemporary rooms, and a grand Crystal Ballroom, we offer a boutique stay for the experiential traveler, including locally-inspired specialties at TWH Social, our in-house restaurant. We’re right at the hub of a vibrant community: steps away from museums, shopping, and a thriving downtown arts scene. We are a team that works together, supports one another, and has a voice in our organization. We are part of a company that strives every day to be the best, that focuses on offering guest experiences of the highest quality, and that seeks to foster a fun, collaborative work environment, rich with opportunities for growth and development.

**Who You Are**:
We’re looking for energetic, genuine individuals who thrive on authentic interactions with all types of people. We care deeply about connecting the dots to make our guests’ time with us as memorable as possible. You have a passion for leading and motivating your team to be their best. You recognize that The Walper Hotel is a home away from home for travelers and adventurers, and aim to put the same attention to detail as you would expect in your own home.

**What’s In It For You**:

- Competitive salary
- Benefits plan
- 2 weeks paid vacation
- Staff dining discount
- Discounted stays at the World of Hyatt family of hotels
- Automatic enrollment in the World of Hyatt loyalty rewards program

**What You Will Do**:
The Front Office Manager is responsible for achieving a motivated, organized and empowered guest services team; The Front Office Manager will supervise and coach the front office team to ensure that all front office ambassadors are prepared and well-informed to deliver our guests an exceptional experience from check-in through to check-out. Provide guests with professional and superior guest service. Work and communicate with other colleagues in the Front Office and throughout the Hotel. The Front Office Manager is also responsible for closely liaising with the Sales and revenue department to achieve the financial objectives of the hotel.

**Responsibilities**:

- Coordinate, assign, supervise and review daily tasks and performance of team members
- Create weekly schedules for Guest Services team members
- Act as hands on coach and leader for Guest Services team members
- Responsible for assisting in hiring, training, promotion and discipline of Guest Services team members while maintaining the standards of service for the hotel
- Ensure smooth guest arrival and check out process by following The Walper & Hyatt policies
- Work Front Desk shifts as assigned, checking in and checking out guests in a timely, friendly and professional manner
- Answer reservation/switchboard calls as required
- Contribute to achieve the loyalty of our guests by exceeding their expectations and providing warm personal service with each interaction
- Assist with guest recovery processes
- Attends operations meetings and weekly BEO and departmental meetings
- Works closely with General Manager, Housekeeping Supervisor, and Maintenance Team
- Effectively handle guest comments and complaints in person with the ability to identify and rectify all concerns in a timely manner
- Assist in monitoring the appearance, standards and performance of the Front Office Team with an emphasis on training and teamwork.
- Maintain inventory of operational supplies
- Regular monitoring of Guest satisfaction index and responding to guest feedbacks and surveys in a timely manner
- Other duties as assigned

**Your Skill Set Includes**:

- A natural passion for engaging with people
- A strong ability to manage your own time productively
- Willingness to accept challenges and tackle tough issues head-on
- Previous experience building relationships and providing full support in all areas to employees, including leadership
- 2+ years prior experience in a hospitality setting
- The ability to multi-task

**Working Conditions**:

- Combination of standing, sitting and walking throughout shift
- Your hours of work and days of work may vary and be irregular to ensure the demands of our clients and the objectives of your employment are met e.g., early morning, day and/or evening, weekends, and holidays. On this basis flexibility and cooperation is required.

**Job Types**: Full-time, Permanent

**Salary**: From $45,000.00 per year

Schedule:

- 8 hour shift

COVID-19 considerations:
All employees must be fully-vaccinated. Masks and rapid tests can be provided.