Front Office Manager On Duty

**NORTH VANCOUVER, BC - **Reporting to the Rooms Division Manager, the **Manager on Duty (MOD) **is responsible for ensuring the highest level of guest service and ensuring that standards are maintained for all positions within the Front Office, Reservations and Rooms Division Departments. The Manager on Duty also serves as a resource to the overall operations of the hotel by providing assistance and direction as needed.

**Responsibilities**:

- Be an ambassador of the Seaside Hotel and Executive Hotels & Resorts brands
- Always offer professional, intuitive and courteous service
- Collaborate with all Rooms Division and F&B Division Leaders to ensure a seamless operation
- Have a solid understanding of all policies and procedures related to Front Desk, Concierge, Bell & Valet Services, Security, and Reservations
- Have a ‘hands-on’ leadership approach and assist all areas of the hotel operations as required
- Provide lobby presence; escort guests (especially VIPs) to their rooms
- Conduct pre-shift departmental briefings and attend daily operations meetings as required
- Follow up on department communication logs and resolve issues
- Regularly seeks feedback from guests and colleagues in order to improve the guest experience, resolve issues and remove barriers to success
- Assumes of the role of Manager on Duty; responsible for all hotel operations in the absence of senior hotel management
- Assist management with hiring, training, motivating and coaching colleagues
- Conduct regular floor walks and perimeter sweeps
- Provide break relief for Front Office colleagues
- Assist management with preparing department schedules, purchase orders, and budget planning
- Work with management to ensure strategies are in place to maximize Front Office revenue opportunities while minimizing expenses
- Incident reporting and follow up with Executive Team and relevant Department Heads
- Ensure all policies and procedures relating to Health, Safety & Security are followed
- Emergency Response Team Member - Fire Safety, First Aid and Crisis Management
- Identify opportunities to enhance the guest experience and increase operational efficiencies; create action plans to implement these recommendations
- Other duties and projects as assigned

**Qualifications**:

- Previous supervisory experience in Front Office operations in a 4 or 5 diamond property required
- Extensive knowledge of Front Office operations and luxury service standards
- Ability to problem solve and make quick decisions, especially during crisis situations, required
- Degree or Diploma in Hospitality Management is strongly preferred
- Previous experience with Opera (Micros-Fidelio) or Roomkey PMS is strongly preferred
- Exceptional written and verbal communication skills is required
- Strong working knowledge of Microsoft Excel and Word is required
- Valid Driver’s License is preferred
- Strong leadership skills; able to communicate hotel and department goals and to motivate colleagues to work together to achieve them
- Strong knowledge of hotel revenue management and room inventory management
- Extremely people focused: able to understand, balance and prioritize the needs of our owners, guests and colleagues
- Be able to work a variety of shifts including evenings, weekends and overnight
- Occupational First Aid Level 2 or higher would be an asset; a willingness to obtain this certification is required
- Highly organized, detail and results-oriented with the ability to work exceptionally well under pressure

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

**Salary**: Up to $24.00 per hour

Additional pay:

- Bonus pay
- Commission pay
- Overtime pay
- Tips

**Benefits**:

- Dental care
- Extended health care
- Paid time off
- Store discount
- Vision care

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Night shift

Ability to commute/relocate:

- North Vancouver, BC: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Are you currently legally eligible to work full-time in Canada?

**Experience**:

- hotel front office: 1 year (preferred)
- supervisory: 1 year (preferred)
- Opera PMS or Roomkey PMS: 1 year (preferred)

Licence/Certification:

- Class 5 BC Driver's License (preferred)

Shift availability:

- Day Shift (preferred)
- Night Shift (preferred)
- Overnight Shift (preferred)