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 |