At INNHotels, we bring Canada's vibrant tourism, culture, and history to life for our guests, and it all starts with our fantastic team. Our success in hospitality, sustainability, and community development is powered by passionate individuals like you.
Are you a positive, self-driven adventurer looking for a thrilling change? Do you love working with a team and inspiring others? If you're ready for outdoor adventures and meeting amazing new people, join us at Jasper Inn & Suites in the breathtaking Jasper National Park. Let's create unforgettable experiences together!
Position Overview:
The Front Office Manager plays a key role in the day-to-day operations by overseeing the Front Desk operations, acting as our company’s customer facing manager, and ensures that our visitors are properly welcomed and taken care of. You are a service expert who will ensure all our guests’ needs are met during their stay, collaboratively working with the other departments to ensure a seamless and enjoyable experience.
Key Responsibilities:
Guest Relations:
- Ensure the first impression for guests is diligent, professional, and welcoming.
- Ensure guest satisfaction is a top priority for all in the Front Desk department, making certain that all guest issues and complaints are dealt with in a timely, compassionate, and respectful manner.
- Anticipate and handle any guest requests and satisfy their needs within acceptable guidelines and timeframes.
- Ensure timely and accurate customer service.
- Personally handle complaints and ensure resolution.
- Respond to all guest reviews, both positive and not positive.
- Report all guest feedback to the leadership team, outlining opportunities for improving guest service levels.
- Support all departments in continuous improvement of guest service throughout the properties.
Leadership:
- Ensure the onboarding and career journey for Front Desk team members is rewarding.
- Recruitment, onboarding, training/development/coaching, and retention of all Front Desk staff, creating a cohesive Front Desk operational team.
- Appropriately schedule Front Desk staff based on business needs and supervise workloads during shifts.
- Fostering a positive work environment and contribute to company culture initiatives.
Operational:
- The proficient operations of the Front Desk department.
- Issue and track gift certificates and special promotions.
- Ensure all SOP’s for the Front Desk are efficient, up to date and followed by all.
- Oversee and ensure compliance with the company’s policies and security requirements.
- Troubleshoot during emergencies.
- Reconcile third party reservations via WebRezPro.
- Ensure the lobby and surrounding areas are kept clean and presentable at all times.
- Ensure compliance with all health, safety and sanitation regulations and standards.
- Other suitable responsibilities as assigned.
