Assistant Front Office Manager

Northland Properties • Revelstoke, BC

12d • Onsite

About The Position

The Sutton Place Hotel is a luxury ski-in, ski-out condominium-style hotel located in the heart of Revelstoke Mountain Resort. It features 205 units, premium amenities, and four on-site dining experiences. The hotel offers spectacular views and is situated near North America's highest lift-serviced vertical.

The successful candidate for the Assistant Front Office Manager position will primarily supervise, oversee, and direct all aspects of the Front Desk and Guest Services Department. The goal is to ensure effective and efficient operation of the entire Guest Services Team, leading to a high degree of guest satisfaction and return business. This role involves being a role model, sharing expertise, and inspiring the front office team to provide a high level of service with an emphasis on immediate acknowledgment, prompt cordial attention, and recognition.

Requirements

• Positive, professional, innovative, results-oriented individual with outstanding communication skills and proven "hands-on" management style.
• Minimum three years Guest Service leadership experience, in a similar 4+ star/resort environment
• Strong knowledge of all facets of hotel operations, with a commitment to service excellence, and the ability to develop effective training programs
• Exceptional interpersonal skills, with clearly demonstrated leadership and motivational abilities
• The initiative to identify opportunities for improvement and resolve them in a timely manner with sound decision-making skills
• Strong organizational skills & outstanding attention to detail, with an emphasis on achieving objectives within deadlines
• Working knowledge of MS Word, Excel, Maestro or similar Property Management System.

Nice To Haves

• Degree/Diploma in Hospitality Management or comparable experience is preferred.

Responsibilities

• Act within your authority to ensure all Sutton Place policies and procedures are followed
• Review daily and future arrivals and all information pertaining guest request, payment and group activities. Take necessary action or corrections as well as communicating information to all departments involved. Ensure VIP and known repeat guests receive special attention and recognition
• Ensure optimum occupancy and average room rate for the purpose of maximizing revenue
• Review future occupancy, room type availability and prepare in advance for any upcoming problem dates, possible relocations or co-ordinate floor closures and staffing level changes
• Review and/ or prepare all memos, emails, FD traces, VIP internals, event orders, tour group and event orders
• Coach and develop Guest Service team members and take corrective action whenever necessary.
• Monitor and Supervise Front Desk and Lobby to ensure a high level of service is maintained
• Assumes overall responsibility for maintaining standards to ensure furnishings, facilities and equipment are clean, in good repair and well maintained. Ensures that department is well stocked in supplies
• Maintains high standard of conduct, dress, hygiene, uniforms, appearance and posture of employees
• Process Travel Agency Commissions, 3rd party reconciliations and month end tracking
• Ensure appropriate staffing and productivity
• Prepare and conduct staff training including Night Audit.
• Communicate with all Departments of the Resort in a courteous and professional manner
• Prepare or/and review work schedules according to the business of the hotel
• Attend to all guest complaints, problems and situations. Maintain a daily report of all guest opportunities with corrective action steps
• Correspond with guests and patrons as required and take prompt, professional and proper action whenever required.
• Supervise and assist hotel employees in the absence of senior management
• Be completely familiar with the hotel fire and safety regulations and procedures
• Assist Hotel Security whenever required.
• Review VIP Arrivals Report and confirm all information corresponds to guest's requests.
• Enhance personal recognition and prompt attention to VIP client.
• Perform tasks or projects as may be assigned by the Front Office Manager or other members of Management

Benefits

• Staff Accommodation available on a first come first serve basis (limited space, so apply today).
• Employee Pass to Revelstoke Mountain Resort including activities, hiking & mountain biking
• Reciprocal deals on lift tickets at other local mountains.
• Third Party partnership discounts for all employees.
• Group Life Insurance, Extended Health, Dental, Vision Care (after 3 months of full-time service)
• Matching RRSP program (after 1 year of full-time service)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree