Job DescriptionDirects, controls and coordinates activities of personnel engaged in such activities as:Receiving, processing and confirming room reservations.Selling, registering and assigning rooms to incoming guests;Giving general information and aid and handling out keys to guests;Carrying baggage of and escorting guests to their rooms;Meeting and sending off and soliciting business at the airport and other arrival/departure ports;Ensures these activities are properly carried out to ensure guest satisfaction with accommodations and service.Coordinates with housekeeping, accounting, F&B, security and other departments concerned in handling guests requests, inquiries and complaints regarding accommodations, service, security matters and billing.Prepares annual front office goals; monthly forecast of occupancy, develops working plans to carry goals and forecasts, compares actual achievements against goals periodically, takes necessary corrective actions.Prepares monthly & yearly front office budgets based on statistics of previous years, industry and economic trends, estimates of operating expenses and other pertinent data; with sales manager and others.Sees to preparation of and finalizes all front office reports, schedules, requisitions etc.Trains personnel according to established procedures; conducts training meetings to discuss problems, give instructions and assignments, etc.Develops and implements procedures to govern front office activities; ensures personnel understand and adhere to approved standard policies and procedures of the hotel.Authorizes the acceptance of cheques, cashing of personal cheques, cash advances, rebates, refunds of deposits, paid-outs, rate/room changes, release of airline crew allowances, etc on the basis of established procedures, amount, identity of guests or persons involved and availability of higher supervision.Inspects predetermined number of guest rooms daily to determine whether these are properly maintained.Implements hotel discount policies, recommends approval of credit accommodations and decides whether to upgrade guests' accommodations to promote and maintain good public relations.Enforces all house policies, rules and regulations pertaining to Front Office activities.Attends to reservations and registration of very special VIPs personally.Directs, supervises and coordinates the activities of telephone exchange personnel and ensures the proper maintenance, repair and use of all telephone exchange equipment and facilities.Ensures that the investigation of irregularities and undesirable guests and the checking of room occupancy discrepancies are properly conducted.Spot checks employee's performance regularly; corrects mistakes and inadequacies.Receives and greets VIPs and escorts them to their room; attends to their inquiries, requests and needs.Performs other duties as may be assigned.QualificationsPassion for guest service.Excellent written and verbal communication, interpersonal and leadership skills.Highly organized, results-oriented with the ability to be flexible and work well under pressure.Degree/Diploma in Hospitality Management is an asset.Fluency in English is an asset.Minimum of 2 years previous proven Managerial experience in a similar position.Ability to handle a multitude of tasks and guest requests.Knowledge of Micros-Opera Property Management System an asset.Should possess or seek certification in basic first aid.Strong guest service orientation and training skills background required.Ability to work independently and prioritize responsibilities.Experience with a hotel loyalty program an asset.Computer proficiency in a Windows environment (Word, Excel, PowerPoint).Additional InformationWe are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
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