Jan 23, 2020Full time
We are looking for a professional, experienced and long-term candidate to lead and manage our Front Desk and Reservations team. The main duties include but are not limited to: Responsible for hiring, training, motivating and monitoring front office staff so that they perform to the best of their abilities. Maintaining a culture of exceptional customer service and accurate, detail-oriented front office administration. Communicating effectively with guests, staff and third parties. Helping to establish, enforce and communicate hotel policies and departmental procedures in accordance with all applicable regulations and legislation. Ensuring all guest complaints and concerns are documented and resolved in a timely manner, thus ensuring guest satisfaction. Responding to online reviews and following up with appropriate departments to prevent reoccurrences and improve standards. Assisting in the preparation of annual business plans, marketing plans and budgets. Monitoring availability and maintaining Extranet systems to maximize revenue and ADR for the property. Monitoring all City Ledger accounts: invoicing, chasing and processing payments in a timely fashion. Assisting with group sales: processing enquiries, contracting, pre-stay administration, hosting various groups, conferences and functions. Complying with labour budget through the close management of departmental scheduling, whilst ensuring all shifts are adequately covered. Complying with expense budget whilst monitoring and managing front desk and office supplies. Processing departmental payroll and handling HR matters for departmental staff. Participating in committees and conferences and leading departmental meetings as required. Organizing and maintaining front office records and equipment in accordance with hotel policies and ensuring compliance with any applicable legislation. Ensuring front office staff are trained in emergency situations and procedures. Leading by example in dealing with such circumstances. Advantages of working with us: A long-term and stable management team which is committed to providing the necessary support to department heads. Fantastic team environment. Health benefits after three months. On-call allowance. Health spending account. Additional bonus structure. Access to on-site gym, pool and hot tub facilities. Discounts at our on-site restaurant. Free hotel stays. Guaranteed hours all year round. Opportunities for advancement to other roles. Free canoe pass. Subsidized ski passes. Organized staff events. Candidate Requirements: Minimum 2 years’ experience in Front Office Management. Willing to commit to a minimum of 2 years. Excellent knowledge of tourism industry with strong business acumen and exceptional attention to detail. Proven leadership skills and a commitment to upholding the highest standards in customer service. Organized and results oriented with proven time management skills and the ability to work under pressure. Effective organizational, written and verbal communication skills. Knowledge of hotel safety and security standards and a demonstrable commitment to ensuring a safe work environment. Well-developed knowledge of front office and hotel operations. Experience with roomMaster is an advantage. Experience working with budgets. Inventory management experience an asset. Proven performance management and conflict resolution skills. Ability to make decisions with only general policies and procedures available for guidance. Experience with hotel property management systems and proficient in other assorted computer programmes, including Microsoft Office. Have high personal standards to ensure that service and product delivery are maintained in a friendly and courteous, service-oriented fashion. A good sense of humour and an ability to deal with stressful situations in a calm and positive manner.