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Assistant Front Office Manager

Delta Hotels by Marriott Victoria Ocean Pointe Resort


Full-time

Assistant Front Office Manager

Victoria, British Columbia (view on map)

Posted 14 days ago

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Job Description

Posting Date Feb 07, 2020
Job Number 20018184
Job Category Rooms and Guest Services Operations
Location Delta Hotels Victoria Ocean Pointe Resort, 100 Harbour Road, Victoria, British Columbia, Canada VIEW ON MAP
Brand Delta Hotels and Resorts
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us

With our diverse portfolio of locations, you'll find Delta Hotels in world-renowned cities and prestigious resorts across Canada. Delta Hotels is a Marriott International brand and offers you the opportunity to find the hospitality job and career journey that's right for you. With more than 1100 managed properties and 19 brands you'll find Marriott International in your neighborhood and in more than 74 countries across the globe. Find Your World™ at Delta Hotels.


JOB SUMMARY


Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.


CANDIDATE PROFILE


Education and Experience


• High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.


CORE WORK ACTIVITIES


Supporting Management of Front Desk Team


• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

• Encourages and builds mutual trust, respect, and cooperation among team members.

• Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.

• Ensures employee recognition is taking place on all shifts.

• Establishes and maintains open, collaborative relationships with employees.


Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals


• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

• Develops specific goals and plans to prioritize, organize, and accomplish your work.

• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

• Strives to improve service performance.

• Collaborates with the Front Office Manager on ways to continually improve departmental service.

• Communicates a clear and consistent message regarding the Front Office goals to produce desired results.

• Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.

• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.


Ensuring Exceptional Customer Service


• Provides services that are above and beyond for customer satisfaction and retention.

• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

• Serves as a role model to demonstrate appropriate behaviors.

• Sets a positive example for guest relations.

• Displays outstanding hospitality skills.

• Empowers employees to provide excellent customer service.

• Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

• Provides feedback to employees based on observation of service behaviors.

• Handles guest problems and complaints effectively.

• Interacts with guests to obtain feedback on product quality and service levels.


Managing Projects and Policies


• Implements the customer recognition/service program, communicating and ensuring the process.

• Ensures compliance with all Front Office policies, standards and procedures.

• Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.


Additional Responsibilities


• Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.

• Analyzes information and evaluating results to choose the best solution and solve problems.

• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.

• Functions in place of the Front Office Manager in his/her absence.

• Communicates critical information from pre- and post-convention meetings to the Front Office staff.

• Participates in department meetings.


Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

Notification to Applicants: Delta Hotels Victoria Ocean Pointe Resort takes seriously its obligations under the applicable provincial legislation and will provide accommodations to job applicants needing assistance.  If you require an accommodation in relation to this job posting, our online application or an interview, please call 905-366-5227 or email CanadaApplicationAccommodation@marriott.com and a member of our Human Resources team will respond to your request.  Please note that this phone number and email are only for those individuals who would like to request an accessibility accommodation as part of the recruiting process.

Requirements:

  • Work Permit
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About Delta Hotels by Marriott Victoria Ocean Pointe Resort

Surpass your expectations for luxury and adventure at Delta Hotels Victoria Ocean Pointe Resort—which provides comforting amenities and an exciting location near downtown Victoria, BC. Nestled along the waterfront, our modern hotel connects you with attractions like The Butchart Garden and Royal British Columbia Museum. We’re also a short walk from the British Columbia Parliament Buildings and Fisherman's Wharf. After a day of fun, retreat to your room or suite, outfitted with plush beds and stylish decor. Enticing in-room amenities include large desks with ergonomic chairs and plug-in panels—as well as complimentary high-speed Wi-Fi and flat-panel TVs. Savor a great meal at LURE Restaurant & Bar or a quick snack at Harbour Grab 'n Go. Maintain your fitness routine with our 24-hour fitness centre, indoor pool and tennis court. Visit our award-winning spa for a vitalizing massage or body treatment. Make Delta Hotels Victoria Ocean Pointe Resort your gateway to the best of Victoria, Canada.


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