Key Responsibilities
To Support the Manager in organizing and developing an engaged Front Office team through a hands-on approach.
Act on behalf of Senior Leadership in their absence.
To ensure guest satisfaction is exceptional by ensuring all Delta Standards, and professional service standards are adhered to in the department.
To ensure the accuracy of guest accounts and drive the business with specific revenue, cost / expense, and productivity targets, operating with effective controls, processes and procedures as identified in the budget and business plan.
Duties and Essential Job Functions
1. To guide, direct, organize and develop an engaged Front Office team through a hands-on approach.
Supervises the Guest Services Agents, Night Auditors by ensuring proper standards, policies and procedures are adhered to.
- Provides hands-on training, coaching and guidance to Guest Services team members. Assigns duties to the Guest Services team and ensures the efficiency of the operations.
- Provides input for the Individual Development Plans and Performance Reviews of team members in conjunction with the Rooms Operations Manager.
- Audits individual and team performance, providing feedback to the team members for development and improvement.
- Respond to Guest inquiries and emails
2. Act on behalf of Senior Leadership in their absence
To have a strong presence in the lobby while monitoring all areas Restaurants, Club Lounge, Pool, Housekeeping, Maintenance Security etc.
- Responds immediately to all emergency situations, completes necessary incident reports, and follows up with guests and team members.
- Performs the role of Security in the absence of Security team members and promotes a safe and healthy working environment.
3. To ensure guest satisfaction is exceptional by ensuring all Delta Standards, and professional service standards are adhered to in the department.
- Ensures an exceptional guest experience building guest loyalty by making sure Service Standards are adhered to in each role beyond the Front Office.
- Supervise the Concierge and Group Champ and find ways to elevate guest experience.
- Ability to solve problems and come up with solutions in all areas of the Hotel.
4. To ensure the accuracy of guest accounts, with specific revenue, cost / expense, and productivity targets,
- Ensures that efforts are made to attain the best average room rate and occupancy.
- Ensures productivity by managing the labour budget and ensuring there is no overtime.
- To review the credit limit and ensure there are no open folios.
- Maintains custody and responsibility of the hotel safe (floats etc.)
Job Types: Full-time, Permanent
Benefits:
- Company events
- Dental care
- Disability insurance
- Discounted or free food
- Employee assistance program
- Extended health care
- Life insurance
- On-site gym
- On-site parking
- Paid time off
Work Location: In person