Assistant Front Office Manager FS

Participates in thedevelopment and implementation of strategies for Front Office, bell stand,
parking, transportation, One Touch Service, Business Centre and reservations
that support achievement of the hotel’s goals.

Manages the operation
of the front office – rooms and related areas during assigned shifts

§ Creates the
first impression and leads by example. Supervises the door, bell, parking,
transportation, operator, reservations and front office areas utilizing the CSA
operating standards.

§ Participates
in the development and implementation of processes and procedures for assigned
departments which support. Achievement of service and financial goals.

§ Assumes
responsibility for supervision in the absence of department heads; communicates
daily with department heads regarding areas of concern.

§ Provides
Executive Assistant Manager-Rooms and Assistant Front Office Manager/Department
Heads with summary of activities during shift by preparing and distributing
written log daily.

§ Represents the
hotel contact to the general public

§ Meet and
greets all VIP guests.

§ Checking the
arrival list for the day including VIP’s.

§ Inspecting of
VIP rooms prior to arrival.

§ Ensuring all
guest room preferences are carried out accordingly to the guest profiles.

§ Assists the
front desk and lobby during peak periods.

§ Liaise with
the housekeeping department on a day to day basis to ensure communication lines
are seamless.

§ Prepares and
analyses reports in order to develop an informative database for decision
making and to communicate upcoming business throughout the hotel.

§ Analyses
business forecasts and schedules accordingly.

§ Ensures that
front desk handles billing and cash in accordance with hotel’s standards.

§ Plans and
coordinates hotel housing activities by working closely with Sales, Catering,
Housekeeping and other departments.

§ Ensures
seamless transition during shift changes by developing and implementing
processes for shifts to communicate with one another

§ Insures proper
customer relations and safe guards the hotel interest by resolving and taking
appropriate actions on all customer complaints and or/problems.

§ Review and
understand CSA Brand Standards for Radisson Hotels.

§ Prepare and
check for the next day’s arrivals.

§ Assumes
responsibility for overall security of the hotel

§ Assures full
security for customers, hotel personnel and property by working closely with
Hotel Security.

§ Oversees
emergency operation to insure customer safety and minimize hotel losses and
liability.

§ Takes
corrective action during emergency; files appropriate reports to supervisors.

§ Understand the
hotel’s emergency and evacuation response plans implemented by the hotel.

§ Review the CSA
safety and security / Manager on Duty program guidelines.

§ Calls General
Manager and Executive Management Team / Executive Assistant Manager- Rooms /
Assistant Front Office Manager for any fire, bomb threat, burglary or death
that has occurred in the hotel premises.

§ Managing and
safekeeping the Grand Master Key while on Duty.

§ Follow the
income audit guidelines implemented by CSA.

Provides employees
with the information needed to perform their job effectively.

§ Orients
employees to the department and hotel and provides on-the-job training and on-
the-job responsibilities.

§ Prioritizes
and assigns work.

§ Provides
feedback to the employee and department manager on the employee’s performance
of job responsibilities.

Creates 100% guest
satisfaction by providing the Yes I Can! Experience through performance that
demonstrates the standards of, genuine hospitality and exceeding guest
expectations.

§ Gives personal
attention, takes personal responsibility and uses teamwork when providing guest
service.

§ Listens,
apologizes with empathy, finds a solution and follows through when resolving
guest problems.

§ Provides Yes I
Can! genuine hospitality and teamwork on an ongoing basis.

§ Assumes the
responsibility to notice when the guest is not satisfied and uses their best
judgment as to when it is appropriate to use the 100% Guest Satisfaction.

§ Performs other
duties required to provide the service brand behaviour and genuine hospitality.

Adheres to hotel
policies and procedures

§ Ability to
manage all emergencies, guest and employee accidents and act appropriately to
achieve a satisfactory outcome.

§ Keeps Manager
promptly and fully informed of all problems or unusual matters of significance.

§ Performs all
duties and responsibilities in a timely and efficient manner in accordance with
established company policies and procedures to achieve the overall objectives
of this position.

§ Maintains a favorable
working relationship with all other hotel employees to foster and promote a
co-operative and harmonious working environment.

§ At all times
projects a favorable image of the Hotel to the public.

§ Minimum three
year front office experience.

§ High school
diploma required, bachelor’s degree preferred.

§ Strong
computer systems skills including; reservations and reporting systems.

§ Strong
financial acumen.

§ Excellent
communication skills, ability to influence situations.

§ Able to
collaborate effectively with other hotel employees and managers to ensure
teamwork.

§ Strong
Microsoft Office suite and reporting system skills.

§ Ability to
work a flexible schedule.