Assistant Front Office Manager

**QUALIFICATIONS**:
Minimum 3 years' previous supervisory/management experience in Front Office operations, Hotel experience.

University degree or College diploma in Hotel Management an asset.

Knowledge of computerized Front Office systems required with emphasis in Opera Cloud an asset.

Proficiency in Microsoft Word and Excel. (Strong Administrative Skills)

Must have cash/float handling experience.

Superior leadership and coaching skills with a proven track record of developing and motivating career minded Front Office professionals.

Must be able to work shift work, including weekends, evenings, overnights, and holidays.

Strong Guest service orientation and training skills background required.

Excellent written and verbal communication skills required.

Highly organized, results-oriented with the ability to be flexible, multi-task and work well under pressure.

Must have Smart Serve certification( Manager on Duty requirement)

Bilingualism French /English is an asset

**RESPONSIBILITIES**:
Reporting to the Front Office Manager, the Assistant Front Office Manager is responsible for ensuring the highest level of guest service and ensuring that standards are maintained for all positions within Guest Services. The Assistant Front Office Manager also serves as a resource to the overall operations of the hotel by providing assistance and direction as needed.

Coordinates Guest Services Partners, Valet Partners, Shuttle Ambassadors, Lobby Ambassadors, and Star Service Partners while on duty to ensure a smooth operation and the highest level of Guest satisfaction.

Maintains a high level of professionalism in all aspects of job performance.

Seeks feedback on Guest satisfaction and resolves problems in accordance with Brookstreet Hotel SOP’s and philosophy of partner empowerment.

Responds to Guest Feedback and Comment via our on line tools as well as real time feedback.

Coaches and mentors partners. Creates an environment that allows partners to achieve job fulfillment and provides a path for career development with Brookstreet Hotel.

Performs Partner Performance Connection Meetings & Connection Meetings

Responsible for updating department SOP’s & Training Manuals

Leads the team with day to day operations - strategizes both arrival and departures of hotel Guests

Works with Leadership Team to facilitate department meetings

Maximizes rooms’ revenue through liaising with Reservations to maintain continual rate and room inventory integrity.

Oversees group business, reviewing and ensuring details of conference resumes are met and serve as a liaison with the conference conveners

Reviews arrival reports and VIPS's to ensure all special requirements are met or exceeded

Knows all emergency procedures and general crisis situation management, including fire and emergency procedures, ensuring Guest safety is followed by all hotel employees

Performs Manager on Duty Role

Responsible for recruitment of Valet Partner, Shuttle Ambassador, Lobby Ambassador for the department

Implements and maintains Guest Service standards.

Ensures effective utilization and productivity of all employees through employee planning, hiring, scheduling and adhering to budget parameters.

Effectively maximizes inventory levels during high occupancy/sold out nights.

Works with the Front Office Leadership Team to manage the Guest Services Upselling programs

Consistently demonstrates a commitment to personal Guest Service excellence and profitably through special duties as assigned.

Upholds the highest standard of internal and external customer service at all times.

Organizes team building events for the Guest Services Team

Manages department office and printing inventory

Work with Front Office Leadership Team to manage hotel VIP program and Loyalty program