- Ensuring the smooth, efficient and professional operation of all Front Office area.
- Recruiting, training and developing all Front Office Associates; reviewing staffing levels as needed to ensure that guest service, operational needs and financial objectives are met.
- Motivating and guiding the entire Front Office Team in the execution of their duties in order to maximize the efficient operation of the department; understands employee positions well enough to perform duties in employees' absence.
- Monitoring, reviewing, updating and revising the Front Office Department standards.
- Ensuring that all Front Office Associates are fully aware of relevant information concerning the hotel; i.e. facilities, promotions, services as well as local events and public services.
- Providing a warm and engaging environment that reflects the service culture.
- Ensuring that all associates adhere to all hotel policies, standards, procedures and regulations.
- Conducting audits and controls on a regular basis.
- Being aware of all expected VIP arrivals and departures and those already in-house, including their names, affiliation and room numbers.
- Controlling costs effectively to meet budget guidelines and desired financial results; implementing control system for all controllable costs.
- Resolving guest complaints by finding creative ways to say “Yes”; ensuring that all guests’ complaints are handled in a timely and professional manner at all times.
- Ensuring that recognition programs for guests are implemented and functioning.
- Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed; establishing challenging, realistic and obtainable goals to guide operation and performance.
- Other duties as assigned
- Post-Secondary education in a related field or the equivalent in education and experience
- Opera front desk report generation experience preferred
- Knowledgeable with Microsoft Word, Excel and Outlook
- Ability to lead/supervise a large team of front desk employees.
- Sets high priorities/standards and demonstrates urgency to achieve critical goals and objectives
- Approachable and establishes immediate credibility with guests and staff.
- Outstanding attention to detail - both personal grooming/appearance and in properly ensuring staff appearance standards are maintained at all times
- Ability to work all shifts including days/evenings/weekends and holidays
We also understand that diversity includes people with disabilities who might require reasonable accommodation in order to fully participate and contribute to their full capabilities or candidates for employment interested in reviewing or receiving information pertaining to careers at Canadian Niagara Hotels. This includes being able to fully participate in the Resort’s candidate selection process, including personal interviews in many circumstances, wherever possible and practical.
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