Assistant Front Office Manager

3 weeks ago

Ottawa, Canada Homewood Suites by Hilton Full time

Description

We are hiring an Assistant Front Office Manager

Responsibilities:

Be readily available and approachable for all guests. Assist in developing written standard operating procedures and training plans

Responsible for leading management of the front office department in the absence of the Front Office Manager.

Champion technical support for the front office and act as a primary point of contact for open support tickets concerning technical issues within the department.

Scheduling and payroll in the absence of the Front Office Manager.

Participate in management of all aspects of night audit operations.

Assist the Front Office Manager and accounting department in accounting-related duties that fall within the purview of the front office.

Participate in management of in-house reservations department.

Audit staff performance and operational data to ensure compliance with brand standards and targets.

Champion system integration and transition from OnQ PM to PEP.

Assist associates in understanding guests’ ever-changing needs and expectations and exceed them.

Take proactive approaches when dealing with guest concerns. Follow property specific second effort and recovery plan. Publish all GSS results in a timely manner including all GSS forms, comment cards and guest letters. Solicit feedback for continuous improvement. Extend professionalism and courtesy to guests at all times. Thoroughly understand the service culture. Ensure that all members of your staff understand the same philosophy. Respond timely to guest complaints. Ensure all team members meet or exceed all hospitality requirements. Create and build an environment that emphasizes motivation, empowerment, and teamwork. Be readily available and approachable for all associates. Take proactive approaches when dealing with associates concerns. Extend professionalism and courtesy to associates at all times. Understand AOS/GSS results, developing a game plan to areas in need and expand on the strengths. Set clear expectations for the team. Ensure that the team has the capabilities to meet and exceed those expectations. Communicate and update goals and results with associates. Lead by example demonstrating self-confidence, energy and enthusiasm. Motivate and encourage staff to solve guest and associate concerns. Ensure orientation for new associates is done in a timely manner. Know hotels emergency plan, train and implementation. Comply with all corporate accounting procedures. Develop and communicate selling strategies. Responsible for the operations outlets of hotel. Ensuring all hotel standards are being met. Ensure that all audits are completed. Provide a safe work environment in compliance with OSHA/MSDS. Perform annual quality audit with GM. Ensure a viable key control program is in place. Make sure that staffing levels are appropriate to exceed guest expectations. Assist Guest Service Manager. Understand hotels system inventory and daily selling strategies. Ensure that all front desk associates understand hotel-selling strategies. Network to uncover new business leads. Stay current on local market conditions. Ensure property-hiring practices comply with I-9, ADA and EEO requirements. Interview and make hiring decision. Conduct reviews in a timely manner. Promote both Guarantee of Fair Treatment and Open Door policies. Maintain current licenses and permits. Scheduling of team. Carry out all reasonable requests of which you are capable of performing. Ensure effective departmental communication and information systems through logs, department meetings and hotel meetings.

Work Requirements

Previous Front Office Management or Supervisory experience Strong interpersonal and analytical skills Technology savvy - able to take the lead in preventing and resolving IT needs for Front Office (PMS & Financial Terminals) Able to work well under presser Strong knowledge of reservations systems and revenue management Previous Night Audit Management experience a strong asset Unrestricted availability: able to work morning, evenings, overnights, weekends, and holidays as required

Benefits:

We offer competitive wages. Full-time associates are eligible to participate in a comprehensive benefit package, which includes medical/dental/vision plans, life insurance, ST/LT disability options, tuition assistance, discounted room rates at Concord managed hotels, plus training & development and career advancement opportunities.

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