Assistant Front Office Manager

2 weeks ago

Ottawa, Canada Novotel Ottawa Full time

Purpose: It is the responsibility of the Assistant Front Office Manager to assist the FOM in the efficient operation of the front office department. Consistent with the Vision of the FOM and hotel, the assistant FOM, supervises, directs and trains the Front Office staff. He/she is also responsible for the well-being and satisfaction of the guests from their arrival to their departure, and has the genuine passion, dedication and vision to inspire our employees in providing emotional, memorable service to our guests.

Primary Duties and Responsibilities:

- Oversees front office operations as outlined in departmental job descriptions, assisting in any area when necessary
- Helps to ensure the integrity of computer system security. Responds to computer system messages, corrects any
errors, saves files and restarts all interfaces after any system failures
- Oversees the proper handling of cashier floats, auditing procedures and maintaining credit policies at the front office.
- Acts as a trusted ambassador for the hotel Loyalty and Heartist program, leading by example
- Is available to receive VIP's
- Controls walk-ins, room pick-ups, stay overs, out of order rooms and rate variances
- Makes daily notations in the Manager's log book and follows up as required
- Liaises with the Housekeeper and Maintenance Supervisor to ensure the efficient operation of room sales.
- Investigates all housekeeping report variances reporting reasons for variances to the FOM
- Ensures that staff are properly groomed and attired, including proper and complete uniforms
- Responds to guest problems and complaints in a courteous, prompt and professional manner
- Helps to ensure that working relationships are amiable and professional, in order to present and maintain a positive image for the hotel
- Is fully prepared for fire alarms, bomb threat procedures and other safety requirements including the providing of emergency medical assistance. Ensures front office staff is adequately trained in these procedures. Is familiar with the location of and how to control the supply of water, electricity and gas in an emergency situation.
- Additional duties as assigned by the Front Office Manager.

**Requirements**:

- Previous supervisory or management experience in a similar environment
- Post-Secondary degree or diploma in Hospitality an asset
- General knowledge of financial reports
- Strong, influential leadership skills
- Ability to present and conduct briefings and meetings
- Proven team building skills
- Knowledge and passion for hospitality
- Ability to build and nurture relationships with both guests and employees
- Exceptional communication skills with all levels of the organization
- Is very hands on and motivates by setting the service example by leading the way we interact with guests
- Appreciates and maintains an effective outlet for stress;
- Strong English speaking/writing skills is essential. French is an asset.

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

**Benefits**:

- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care

Schedule:

- Weekend availability

Supplemental pay types:

- Bonus pay

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