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| The Front Office Manager is responsible for assisting the Director of Rooms in setting direction and achieving all Front Office goals. RESPONSIBILITIES INCLUDE: • Leads the Guest Services operations a daily basis including Front Desk, Bell/Valet, Switchboard and Night Audit as well as the guest arrival (front drive, lobby, etc) • Provide leadership for the Guest Services team and lead by example. • Foster an environment for career development or team members • Playing a lead role in resolving escalated guest service issues. • Lead First Response in emergency situations: fire, power outage, flood, bomb threat. • Motivate and monitor participation in Front Office programs (Upsell/Marriott Rewards / Greenstay) • Cover Front Desk shifts as a working supervisor as required. • Creating an environment for all team members to consistently deliver Delta’s Vision/Mission/Values. • Ensure all employees receive on-going learning & development. • Contributing to regular coaching sessions with team members regarding performance & growth. • Champion the on-boarding process with the supervisors • Conduct performance reviews: LPP’s and HPP’s • Ensure department is appropriately scheduled while watching business volumes, and maintaining productivity targets • Preparing for upcoming groups and monitoring business to ensure appropriate staffing levels. • Work closely with the Revenue Management team and Rooms Controller, to ensure maximum occupancy on peak performing days. • Assist in oversold situations and relocations as required. • Working closely with other departments to ensure exceptional service. • Forecast expenses and labor monthly to ensure guest services are met and budgets are adhered to. • Hire and train appropriately to provide the service expected by guests of the Delta Halifax. • Creates and maintains a positive work environment for all employees. • Strong administrative and organizational skills. QUALIFICATIONS: • Experience in a Front Office/ Operations supervisory role for a minimum of 3 years. • Must be approachable, open-minded and possess excellent listening skills. • Must possess the skills to tactfully and quickly resolve and defuse guest concerns and ensure the appropriate follow up. • Proven ability to effectively handle stressful situations and to be receptive to change and increased demands. • Demonstrated ability to train, motivate and develop team members through own experience and passion for service. • Sound knowledge of MS Office applications, including Word and Excel and property management systems (Opera and Iris are a definite asset). • Driver’s license preferred • Post-Secondary diploma/degree in Hospitality Management program or related discipline an asset. Requisition # 17000NLT | ||||||||
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