- Reporting to the Guest Service Manager, responsibilities and essential job functions include but are not limited to the following:
- Be knowledgeable of hotel policies, procedures, quality & services standards established by brand and leadership team.
- Coach, develop, train and drive the performance of all team members in front desk.
- Lead and manage daily operations of the Front Desk.
- Consistently offer professional, engaging and friendly services
- Address guest, colleague or the public calmly and professionally in any and all crisis situations.
- Ensure the department provides outstanding service to drive the Hotel’s guest satisfaction scores, while using a teamwork mindset.
- Ensure the guest experience is seamless, efficient and courteous for each individual.
- Work closely with other departments (housekeeping, maintenance and F&B) to ensure the smooth management of operations through preparation and follow-up.
- Monitor and address performance through ongoing feedback, both positive and constructive, as well as corrective actions when necessary.
- Ensure training of employees is completed as needed and on an ongoing fashion to ensure all team members have the necessary skills to perform their duties effectively.
- Effectively communicate to implement new policies/procedures for the Front Desk and Guest Services departments.
- Ensure room assignments and guest preferences are completed effectively.
- Maintain all Front Office standards & coach employees on meeting our standards.
- Achieve or exceed labor productivity and expense management targets through diligent review.
- Ensure emergency response by Front Office teams is appropriate, sufficient and documented as needed.
- Stay current with industry/competitive trends to make recommendations for improvement.
- Ensure a safe working environment for all staff members.
- Perform Manager on Duty shifts on a regular basis.
- All other duties as assigned.
JOB REQUIREMENTS
Qualifications:
- Minimum 1-2 years of leadership experience in a hotel is required.
- Ability to work a variety of shifts with a flexible schedule (i.e. weekend coverage, PM shifts, statutory holiday etc.).
- Degree or Diploma is hospitality, or a related field is an asset.
- Computer literate with knowledge in Microsoft Office.
- Previous experience with Property Management Systems, specifically Lightspeed, is an asset.
- First Aid certification or previous knowledge/experience with health & safety/first aid is an asset.
- Experience in Housekeeping and F&B would be an asset
- Results oriented, positive, service driven with a sense of urgency and ability to prioritize.
- Excellent communication skills, both written & verbal, as well as strong interpersonal skills.
- Proven ability to problem solve while being proactive and flexible problem solver, who is confident, energetic, flexible and proactive.
- Focused on teamwork, with the ability motivate team members with confidence and energy.
- High level of attention to detail with the ability to meet deadlines.
- Class 5 driver’s license
Job Type: Full-time
Salary: $17.00-$19.00 per hour
Job Type: Full-time
Pay: $17.00-$18.00 per hour
Schedule:
- 8 hour shift
Ability to commute/relocate:
- Calgary, AB: reliably commute or plan to relocate before starting work (required)
Experience:
- Hotel: 1 year (required)
- Customer service: 2 years (required)
Work Location: In person
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