Job Details
The Assistant Front Desk Manager acts as Front Office management presence in covering Manager on Duty (MOD) shifts. This position will require close cooperation with all hotel departments emphasizing guest service and satisfaction. Supervision of all front office line staff would be a primary focus.
Perks & Benefits:
- Competitive payand a Comprehensive Benefit Package
- Health Saving Account, Flexible Saving Account, Employee Assistance Program
- Annual Education Allowance
- Generous Referral Program
- Fun and collaborative company culture with lots of team-building events
- Friends and Family rates for Level Hotels & Furnished Suites, The Opus Hotel and The Emily Hotel
What Will YouDo?- Act independently as MOD, covering morning, evening & overnight shifts when in need.
- Assign rooms to guests based on their reservations, preferences, and availability, Coordinate room changes and manage overbookings effectively.
- Handle and communicate all emails and phone calls that come throughout the shift.
- Ensure guest preferences and special requests are met.
- Deliver all amenities and cards to VIP guest rooms & merge profiles.
- Work closely with the housekeeping department to ensure rooms are ready for occupancy.
- Identify and recognize returning guests and VIPs.
- Track and report on guest recognition activities and their impact on guest satisfaction and loyalty.
- Regularly review and audit guest feedback and online reviews.
- You will consistently deliver our GUEST model: Greet or welcome everyone, warmly with a smile, use eye and ear contact and guest's name, Establish/anticipate needs, Solve and own all requests/complaints, Thank everyone
- Track and follow up on in-house guest challenges, resolve guest related issues & assist with post-stay guest follow up.
- Provide site tours of the hotel.
- Act as Lobby Ambassador, oversee VIP arrivals and perform VIP escort.
- You will be passionate and truly engaged in taking care of our guests, recognizing individual guests, and anticipating their unique needs to exceed their expectations.
- Maintain proper established standards via inspections and walkthroughs.
- Maintain established customer satisfaction score goals via Revinate.
- Maintain positive public relations and pleasant attitude with guests and employees.
- Maintain complete knowledge of all hotel services/features and hours of operation.
- Maintain a positive, cooperative relationship with all other departments.
What You Bring:- Minimum one-year front desk supervisory/management experience required.
- A college degree strongly preferred.
- Communication skills are utilized a significant amount of time for training and safety purposes, and when interacting with guests and associates.
- Knowledge of Opera and internet software preferred.
- Ability to read and comprehend simple instructions, short correspondence and memos.
- Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
- Communication skills are utilized a significant amount of time for training and safety purposes, and when interacting with guests and associates.
- Strong communication skills.
- Appropriate professional appearance and demeanor.
About the company: The Emily Hotel
The Emily Hotel is a boutique hotel inspired by art and woven in nature. The name, a nod to renowned artist Emily Carr who inspired the belief that art can change the way we look at the world. We are upscale, but approachable. Carefully curated yet laid back. Urban but rooted in nature. We hold purposeful values, strive to make sustainability a priority, and share an uncompromising vision to deliver a fresh experience. The core of Emily's offering is exceptional delivery of well-designed lifestyle spaces. Here people hang out, meet likeminded people, and feel inspired.
How To Apply: Please apply through the link on the job posting and attach your resume and any other required documents.
We thank all applicants for your interest in the Onni Group. Note that only those applicants under consideration will be contacted.