Assistant Front Office Manager

**DESCRIPTION**:
The Assistant Front Office Manager is a full-time management role responsible for covering days off and vacation in the absence of the Front Office Manager. The person working in this role will also be required to cover time off for other Front Desk leadership positions. The Assistant Front Office Manager will support the Front Office Manager (FOM) to achieve the goals and objectives as outlined in the business plan for Pan Pacific Whistler.

**RESPONSIBILITIES**:

- Act as the Front Office point of contact on the Front Office Manager days off.
- Assume joint responsibility with the Front Office Manager for scheduling.
- Provide leadership to the Front Office team alongside the Front Office Manager
- Supervise Guest Service Associates. Maintain and implement, as necessary, the Standard Operating Procedures in Guest Services and undertake regular monthly audits and review to ensure standards are being met.
- Maintain and ensure the check in times and quality of the welcome experience for our guests. Assist with check-ins and check-outs at the front desk, when necessary
- Address and resolve guest and employee questions and concerns. Keep Front Office Manager informed of any risk or opportunity in relation to any guest experience or interaction and appraise all instances of potential areas of risk to the Executive team.
- Maximize room sales and revenue for the Hotel. Ensure Guest Services operates with a sales attitude and all associates are aware of sales opportunities within the Hotel, which will assist with the maximization of revenue. Ensure all Guest Service Associates are aware of all room sales/revenue targets and are kept informed of performance results and areas for growth.
- Lead by example in delivering genuine guest resort satisfaction and a high standard of customer relations/customer service within Guest Services.
- Assist in training new Guest Service Associates.
- Maintain open and constant communication with other departments, on a day-to-day basis, regarding changes in the forward occupancy of the Hotel and subsequent services levels required.
- Facilitate communication of internal and external events to Guest Service Associates. Guide and counsel associates to correct nonstandard behavior/performance and promote improved productivity.
- Maintain all systems and procedures as they relate to VIP Arrivals, making sure standards are being met, and ensure Associate resources are scheduled to adequately provide service levels to the PPHG standard.
- Acts as a hands on Guest Experience Manager and member of the Operational Team

**QUALIFICATIONS**:

- 1 - 2 years in a Front Desk supervisory/management role in an equivalent size and style of hotel.
- Possess a passion for customer service and have a genuine interest and desire to exceed guest expectations
- Cash handling and Float Management skills
- Possess strong leadership and organizational skills, and a strong attention to detail; sound observational and teaching skills are a must
- Possess strong motivational and developmental skills when working with all Associates of the Hotel.
- Additional language(s) an asset
- Valid BC Driver’s License & First Aid Level 1 Certificate
- Knowledge of Hotel safety and emergency policies and procedures
- Grade 12 Diploma as well as a Diploma or Degree in Hotel Management is a definite asset.

**HOURS/SHIFTS**:
This position is a full-time management role covering, as required by the FOM, shifts for vacation time, days off, meetings, etc. Due to the seasonal nature of Whistler, hourswill vary.

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

**Salary**: $57,000.00 per year

**Benefits**:

- Company events
- Dental care
- Discounted or free food
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Wellness program

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift

Supplemental pay types:

- Commission pay
- Overtime pay

**Experience**:

- Hotel Guest Relations: 2 years (required)

Work Location: One location