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Manager On Duty
2 weeks ago
**About Us**
Wentworth Hospitality Group (Amacon’s hospitality division) is looking for an eager and engaged individual who is passionate about next level guest experience
The Loden Hotel is a luxury award-winning boutique hotel, recognized locally and globally, the Loden prides itself in its personalized service, high-end amenities, and being a central, quiet oasis within the city. Our boutique hotel draws its inspiration from the natural surroundings of coastal British Columbia, with an exterior of curved glass, natural stone and copper, and interiors that are rich in detail, colour and texture.
The Guest Experience is our priority at the Loden Hotel. We combine approachable hospitality with luxury accommodations, by creating personalized and authentic experiences so our guests feel at home in Vancouver. We appreciate and recognize that our guests have chosen an independent hotel over a chain establishment, driving our commitment for consistent quality that complements our agility to anticipate individual guest needs.
**Scope of Responsibility**
**Day**
- Support Director, Guest Operations in the selection process, training, and development of the Guest Experience Team, particularly during the weekend and evening hours
- Provide solid leadership through your natural ability to care for our guests, inspiring your team to provide guest experiences that are second to none
- Lead effective performance management
- Help develop and implement innovative business strategies and incentives
- Act as a key liaison with the team in matters that require concern resolution
- Assess current environment conditions, adapt, and promote progressive changes where and when needed
- Demonstrate teamwork with all departments, including support with overseeing events, and group billing and reconciliation
- Periodic skill testing on Vancouver experiences will be reviewed to ensure knowledge is current
- Provide support and assistance to converse in a minimum of two languages will be an asset
- Welcome our guests during the arrival process, collecting and confirming pertinent guest information and ensure our reality meets their expectation
**Night**
- As a Manager on Duty, you always represent the Loden - ensuring your personal presentation, uniform, and body posture reflect our luxury brand
- Work in a consistent “Safe Work Practice” manner at all times
- Perform all night audit duties, including but not limited to the posting of room and tax changes, balancing and reconciliation of accounts, statistical reports, MOP settlements and ensuring that revenue opportunities are maximized under controlled parameters
- Have a consistent and constant front desk presence throughout your shift until AM EA arrives in the morning
- Balance market segment in a nightly basis by creating daily market segment tracking sheet for night audit team and communicate with accounting for immediate follow ups
- Communicate daily with accounting team to learn about errors and discrepancies from night audit team
- Include Night Houseperson performance report to ensure the safety and quality of work overnight
- Make a last impression on departure, settling final accounts, offering your personal assistance on future reservations, and taking immediate ownership of any concerns
- Go the extra mile, responding to guest inquiries with ease and finesse and performing in an intuitive manner that stirs the guest’s soul
- Provide courteous and efficient telephone service and person care at the level expected at 5 diamond/star hotels
- Field reservations inquiries from perspective guests via all available communication channels, providing suitable guestroom options that complement their needs and wants, being sure to secure the final booking
- Ensure effective inter-departmental communication and cooperation in the interest of continued guest satisfaction
- Flexible with working hours as your responsibilities when scheduled may include a night audit support when required
Skills & Qualifications
- Experience: Hotel experience is an asset, but not a requirement
- Ability to converse in a minimum of two languages will be an asset
- Knowledgeable of Vancouver and what its surrounding has to offer
- Ability to communicate clearly, concisely, and openly
- Radiate high energy and demonstrate a knack for building awe-inspiring rapport with their audience
- Possess an eye for the smallest detail and maintains a keen sense of urgency
- Physically active and fit to perform some of the key labor intensive functions of the role (i.e. can lift upwards of 75-100lbs)
- Maintain a flexible performance schedule to accommodate the operational needs of a 24/7 hotel environment
- Enthusiastic, participate in a supportive team environment, offer suggestions that will help us continually strengthen what we do
- Must have a valid driver's license
