Assistant Front Office Manager - FT - Chelsea Hotel - Toronto

Langham Hotel•Canada,

9d•Onsite

About The Position

Langham Hospitality Group (LHG) is a wholly-owned subsidiary of Great Eagle Holdings, comprising distinctive brands like The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop, and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint across Asia, Europe, North America, Australasia, and the Middle East. The Chelsea Hotel, Toronto, Canada's largest hotel with 1,590 guest rooms, is centrally located and near Toronto's best shopping, theatres, nightlife, and attractions. It operates as a full-service urban resort with diverse room types, dining options, and separate adult and family recreation areas, including pools and downtown Toronto's only indoor waterslide, the "Corkscrew." It is a premier family destination offering services like the cove, hive & workshop. The Chelsea Hotel, Toronto is an independent property within LHG's international portfolio and has received the Accessible Tourism Award from the Travel Industry Association of Ontario and the Humanitarian Award from the Hotel Association of Canada. The Assistant Front Office Manager provides leadership and direction for Front Office/Brilliant Colleagues, ensuring adherence to Chelsea Hotel's service standards and policies. Reporting to the Front Office Manager, this role promotes positive morale within the Front Office/Brilliant Team and is responsible for the day-to-day operations of the Front Office/Brilliant Desk, ensuring control systems are in place to maximize guest experience.

Requirements

Previous front desk experience
Previous supervisory experience
Understanding of Opera, Iris, and Microsoft Office
Post secondary education
Proven customer service skills and experience
Ability to sit and/or stand for extended periods
Ability to work a variety of shifts
Ability to use standard computer equipment

Responsibilities

Manages the arrival and departure activities of the main desk, Brilliant desk, airline desk, and tour desk, while maximizing CSI scores.
Ensures prompt follow-up and resolution of any guest concerns.
Promotes a positive work environment consistent with Chelsea Values.
Monitors CSI scores by reviewing comment card results.
Controls daily distribution of rooms and ensures a supply of clean rooms are available for guests at check-in.
Monitors the coordination of group and convention check-ins and check-outs.
Covers Guest Service Manager shifts as needed.
Reviews front office procedures and processes to assess and improve guest service levels, making recommendations for changes where needed.
Monitors hotel status on the day of arrival to determine room availability and sell rate.
Responds to fluctuations in business volumes by adjusting staffing levels to adapt to changing hotel needs.
Responds to emergency calls as needed, including fire or medical emergencies.
Ensures daily information is properly communicated to all front office colleagues through whiteboards, Opera log books, emails, memos, and shift briefings.
Maintains communication with housekeeping, reservations, guest services, security, engineering, food and beverage, accounts receivable, and credit departments to ensure guest needs are being serviced.
Conducts performance reviews of guest service agents, status control, group tour agents, and airline agents.
Participates in the career development of front office colleagues.
Provides effective feedback to guest service agents through coaching, discipline, and effective feedback.
Monitors the selling of room types and daily rates to effectively fill the hotel and maximize revenue.
Ensures reservations are accommodated in a full house situation or arranges alternate accommodation (Walk).
Prepares schedules for Front Office, Brilliant desk, tour desk, and status control based on arrivals, departures, and house count.
Manages payroll by evaluating scheduled staffing levels.
Ensures health and safety guidelines are followed in the workplace.
Complies with Hotel policies and procedures.
Performs other tasks as assigned by management.