Front Office Lead Stoneridge Mountain, Canmore Alberta

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable **Front Office Lead**for the Stoneridge Mountain, Canmore Alberta.

**Job Purpose**:
To assist in the operation of the Front Office to include guest services, group bookings/coordinator and meeting requirement in the absence of the sales manager, administrative tasks assigned by General Manager, will be responsible for leading Health and Safety, will be the associate cultural champion recognizing special occasions and organize associate events. Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Warm, knowledgeable service and helpful guidance. Job will entail 70% front desk, 30% administrative
- Supervise the operations of the front desk/night audit to ensure an optimal level of service and hospitality is provided to the guests.
- Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
- Schedule the front desk team according to business levels.
- Will be available to cover vacation days and time off requests
- Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
- Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Promote “preferred” guest program and provide recognition and benefits to all current members.
- Accept payment for guests’ accounts both at the time of registration and at checkout.
- Promptly respond to and resolve guest complaints
- Answer telephone promptly and properly being polite, courteous, and friendly
- Be friendly, thorough, accurate and efficient in taking reservations
- Be friendly, thorough, accurate and efficient in performing Check-ins
- Be friendly, thorough, accurate and efficient in performing Check-outs
- Be knowledgeable and helpful about the local area, the hotel and hotel services
- Follow all applicable Company Standard Operating Procedures.
- Perform other assignments as directed by the General Manger.
- Be an enthusiastic, helpful and positive member of the team
- Be professional, responsible and mature in conduct and behavior
- Be understanding of, encouraging to and friendly with all co-workers
- Be self-motivated and use time wisely
- Maintain open line of communications with each department
- Respond positively to new ideas
- Openly accept critical/developmental feedback
- Be available to help other departments in emergency situations
- Adhere to all work rules, procedures and policies established by the company including, but not limited to those contained in the associate handbook
- Properly handle and account for keys
- Be knowledgeable of policies regarding emergency procedures and security concerns
- Verifies all information on reservations check-in; name, address, method of payment, etc.
- Identifies and records special billing instructions
- Responsible for tracking and balancing accounts
- Assists in month end accounting tasks.

**Qualifications and Requirements**:
High School diploma /Secondary qualification or equivalent

**This job requires the ability to perform the following**:

- Must be able to speak, read, write and understand the primary language(s) used in the workplace.
- Must be able to read and write to facilitate the communication process.
- Requires good communication skills, both verbal and written.
- Must possess basic computational ability.
- Must possess basic computer skills.
- Extensive knowledge of the hotel, its services and facilities; general knowledge of the city where hotel is located and its attractions.
- Must be able to stand and exert well-paced mobility for up to 4 hours in length. Length of time of these tasks may vary from day to day and task to task.
- Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
- Must be able to lift up to 15 lbs occasionally.
- Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing listening and hearing ability and visual acuity.
- Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates
- Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
- Ability to spend extended lengths of time viewing a computer screen.
- Requires manual dexterity to use and operate all necessary equipment.
- Must have finger dexterity to be able to operate office equipment

**Other**:

- Being passionate about people and service.
- Strong communication skills are essential when interacting with guests and employees.
- Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
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