Assistant Front Office Manager

4 days ago

Whistler, Canada Crystal Lodge Full time

The Crystal Lodge in the heart of Whistler village is currently recruiting for a full-time Assistant Front Office Manager.

The key purpose of this role is to work in conjunction with the Front Office Manager to lead the team in all aspects of guest relations, recruitment and performance management, and overall day to day Front Office duties.

Some of the responsibilities for this role include, but are not limited to:

- Conduct interviews for recruitment needs of the Front Office team, completing the on-boarding process by working with the HR department to ensure a successful hire.
- Train, develop and coach members of the Front Desk team that maximises guest satisfaction and delivers a consistent service level to our guests. When applicable, address concerns and manage accordingly.
- Responsible for managing all guest recovery requirements when elevated past the Manager on Duty (both in-house and post-departure) by providing solutions and action plans. Identifying trends and create appropriate recommendations.
- Provide a hands-on support the Front Office team by completing check ins/ outs, walk-in and telephone reservations. Seasonal support with bike and ski valet.
- Lead and attend morning and Front Desk meetings by communicating efficiently and effectively so the teams’ expectations and requirements are managed accordingly.
- Be available to attend emergency situations within the hotel and act as a lead to resolve.

Please note that this list is not exhaustive, and you will be required to complete additional duties that ensure the Front Desk team, and wider business are successful in operations.

It is essential that the successful hire possess outstanding communication skills (written, interpersonal, verbal and listening), along with the ability to make strong and quick decisions whilst remaining calm and professional. This can be a very busy role at times, so time management, organisational and delegation skills that assist in maximising your time are imperative to ensure you succeed.

At times, this will be a physical role where you will be required to walk around the hotel to investigate guest concerns, as well as spend time standing at the Front Desk supporting our guests with their queries, luggage and potential ski/ bike equipment. This role will also require times where you will be required to sit at a desk for prolonged periods of time.

Benefits and perks for this position include:

- Credit towards the Spirit Pass program annually
- Extended health benefits
- Length of service awards
- Annual complimentary stays within the hotel, as well as further hotel stay discounts
- Discounts at Beacon Pub & Eatery, Table Nineteen and GolfBC
- Monthly birthday and anniversary celebrations
- Employee only ski and bike storage on site
- Team events throughout the year
- Excellent location in the center of Whistler village for skiing, biking and transit

If this sounds like the perfect next step in your hospitality career, we would love to hear from you

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