Assistant Front Office Manager

Position Overview :

Reporting to the Front Office Manager, the Assistant Front Office Manager plays a vital role in delivering exceptional guest service and maintaining high standards across all Guest Services positions.

This role also provides operational support and direction as needed.

Qualifications :

• Experience : Minimum of 3 years in supervisory or management roles within Front Office operations, preferably in a hotel setting.
• Availability : Flexible to work shifts, including weekends, evenings, overnights, and holidays
• Education : A university degree or college diploma in Hotel Management is a valuable asset.
• Technical Skills : Proficient in Property Management Systems, with a strong emphasis on Opera Cloud considered a plus. Competency in Microsoft Word and Excel is required.
• Financial Skills : Demonstrated experience in cash and float handling.
• Leadership : Exceptional leadership and coaching abilities, with a proven record of developing and motivating Front Office professionals focused on career growth.
• Guest Service : Strong orientation towards guest service and a background in training.
• Communication : Excellent written and verbal communication skills are essential.
• Organizational Skills : Highly organized, results-oriented, and able to manage multiple tasks while maintaining composure under pressure.
• Certification : Must possess Smart Serve certification (Manager on Duty requirement).
• Language Skills : Bilingualism in French and English is an asset.

Key Responsibilities :

• Coordination : Supervise Guest Services Partners, Valet Partners and Star Service Partners to ensure seamless operations and optimal guest satisfaction.
• Professionalism : Maintain a high level of professionalism in all aspects of job performance.
• Feedback Management : Actively seek guest feedback and resolve issues in accordance with Brookstreet Hotel's Standard Operating Procedures (SOPs) and philosophy of partner empowerment.
• Guest Interaction : Respond to guest feedback and comments through online tools and real-time interactions.
• Coaching and Mentorship : Mentor partners and foster an environment that encourages job fulfillment and career development within Brookstreet Hotel.
• Performance Meetings : Conduct Partner Performance Connection Meetings and Connection Meetings to facilitate growth and development.
• SOP Updates : Responsible for updating department SOPs and training manuals.
• Operational Leadership : Lead daily operations, strategizing the arrival and departure processes for hotel guests.
• Department Meetings : Collaborate with the Leadership Team to facilitate departmental meetings.
• Revenue Management : Maximize room revenue by coordinating with Reservations to maintain rate and inventory integrity.
• Group Business Oversight : Review and ensure that details of conference resumes are met, acting as a liaison with conference conveners.
• Special Requirements : Review arrival reports and VIP lists to ensure all special requests are met or exceeded.
• Crisis Management : Understand and implement all emergency procedures, ensuring guest safety is prioritized by all staff.
• Manager on Duty : Perform Manager on Duty responsibilities as required.
9 days ago