Assistant Front Office Manager

Owned and operated by Century Group, Coast Tsawwassen Inn is a premium, all-suite hotel, offering 90 comfortable and spacious guest rooms, banquet and event spaces, and fitness room., Recently modernized, Coast Tsawwassen Inn is designed to enhance guest stays, upgrade the quality of business meetings, and authentically connect with the Tsawwassen community — truly reflecting our commitment to ‘Refreshingly Local’.

Consistently rated #1 in guest satisfaction and rated one of the finest hotels available within Coast Hotels.

Role Summary
Reporting to the Front Office Manager, the Front Assistant Front Office Manager will provide superior customer service, guidance and support to the Front Office team, and assist the Front Office Manager with administrative duties. This position will also act as a Duty Manager in the absence of senior management.

Key Accountabilities
1. This role delivers front-line service in the day-to-day operations, as required.
2. Provides customer service and handles the administrative duties of a Front Desk Agent, such as check-in, check-out of guests, handling guest concerns, assisting with arrivals and departures of groups and tours, luggage storage, and assists with reservations.
3. Demonstrates a superior customer service attitude with internal/external contacts, which includes listening to and understanding the needs of guests; anticipating and addressing guest concerns and requirements; looking for opportunities to exceed guest expectations; and escalating issues as necessary
4. Assists the Front Office Manager with administrative responsibilities, such as rate loading, creating group blocks, and any other administrative task assigned by the Front Office Manager.
5. Plays a supervisory role in the handling of cash, cheques, credit and debit card transactions in accordance with Hotel Policies
6. Verifies accuracy of daily inputs, including payment transactions, and submits daily shift audit for review by Night Audit.
7. Directs and oversees the work of others within the Front Desk including ongoing supervisory responsibilities such as delegating work flow, motivating and providing guidance to team members, communicating goals, assisting with performance management, and following up on internal/external inquiries where possible
8. Directs and oversees the work of others within the same shift in addition to ongoing supervisory responsibilities. This role is the Manager responsible, during their shift, for the hotel in the absence of senior management.
9. Manages the implementation of change initiatives, clearly communicating with team members regarding the need for change and the impact on each team member
10. Works with other Leaders as part of the hotel’s leadership team
11. Takes initiative to problem solve; sets clear guidelines and performance targets for others.
12. Flexible and able to deal with changing priorities
13. Connects with and engages with Ambassadors in their work, ensuring that Ambassadors feel recognized and valued. Creating a work environment based on Coast’s Values. Responsible for building a team with the right people in the right roles and managing performance.
14. Maintains health and safety standards and complies with all regulations
15. Responsible for the security and safety of the property, the Ambassadors and guests when completing tasks. Liaises with Senior Management and or security representatives (if applicable) to stay informed of issues ongoing throughout hotel

Education and Experience
- A minimum of 3 years of experience in the hotel industry, preferably at the Front Desk in a busy hotel environment.
- Grade 12 education. Hospitality diploma preferred.

Skills and Abilities
- Excellent communication (written, oral and listening), interpersonal, and customer service skills
- Aware of and understands how own area of the business performs (makes money, conserves costs,etc.); demonstrates strong product/service knowledge
- Knowledge of reservation operating system
- Experience with google work space
- Able to multi -task and demonstrate initiative
- Professional appearance and attitude
- Demonstrated superior customer service skills

Coast Hotels offers a variety of benefits, including competitive wages & benefits, flexible work schedules, hotel discounts, staff meals, training & development, career advancement opportunities & more

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