Overview:
WE OFFER
Serve our guests in accordance with Resort Standards of Guest Services in a gracious and professional manner. Take pride in all facets of service, quality, timeliness, appearance and cleanliness. Show initiative and take immediate steps to correct any service shortfalls to ensure complete guest satisfaction, whether inside or outside your department.
Responsibilities:
Operations/Property Management
- Performs all duties at the Front Office as necessary.
- Runs Front Office shifts.
- Performs daily Front Office shift operations and ensures compliance with all policies, standards and procedures.
- Opens and closes Front Desk Night Audit shifts and ensures completion of assigned shift checklist and other duties.
- Runs and reviews critical information contained in Front Desk reports.
- Understands the functions of the Bell Staff, and Concierge/Guest Services operations.
- Leads all areas of the Front Office in the absence of the Guest Services Manager or Guest Services Supervisor.
- Operates all department equipment as necessary and reports malfunctions.
- Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
- Participates in department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
- Understands night audit procedures and is able to comprehend and utilize reports as necessary.
Guest Satisfaction
- Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.
- Sets a positive example for guest relations.
- Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and handles guest problems and complaints seeking assistance from supervisor as necessary.
- Is empowered to provide excellent customer service within guidelines.
- Utilizes affirmative service behaviors; continuously strives to improve service performance.
- Assists in the review of comment cards and guest satisfaction results with associates.
- Familiarizes self with convention resumes to verify the requests and requirements of the planner are being met.
Sales and Revenue Management
- Reviews and utilizes same day selling procedures in order to maximize room revenue and hotel occupancy.
- Performs procedures to verify accuracy of room rates to maximize revenue opportunities
Financial Management
- Participates in the application of departmental controllable expenses to achieve or exceed budgeted goals.
- Understands the impact of Front Desk operations on the overall hotel financial goals and objectives.
Health & Safety
- Maintains compliance with all health, safety and fire regulations and acts as a main communication link in emergency situations.
- Promotes accident prevention and awareness.
- Participates as needed in the investigation and reporting of associate and guest accidents.
- Understands and complies with loss prevention policies and procedures.
Other
- Acts as a Manager on Duty and Lobby Ambassador as assigned.
- Attends staff meetings as required.
- To look out for the safety of yourself, co-workers and to follow all Health and Safety requirements in the workplace.
- All other duties as assigned
- 1-3 years Front Desk, Bell Desk experience or other guest service experience
- Previous hotel supervisory experience required
- High School Diploma preferred
- Diploma/Degree in Hotel & Restaurant Management preferred
- Intermediate computer knowledge
- Previous experience with a property management system
- Basic Math Skills
- Knowledge of Resort facilities
- Knowledge of local service and attractions
- Dynamic and outgoing personality
- Superior customer service skills
- Good communication skills in English (verbal, written and spoken)
The schedule for this position may vary and would require the ability to work shift work, late nights, weekends and holidays.
WE OFFER
- A competitive wage and excellent benefits.
- Shuttle service from West Edmonton location.
- All associates participate in our “Circle of Service” program which rewards and empowers individuals who provide outstanding customer service.
- An opportunity to work within a progressive, exciting team environment.
- An opportunity to work with a skilled Management team.