Reporting to the Director, Rooms responsibilities and essential job functions include but are not limited to the following:
- Consistently offer professional, friendly and engaging service
- Follow departmental policies, procedures and service standards
- Overseeing daily Front Desk Operations by leading & supporting a team of 6 Leaders and colleagues as direct reports
- Lead and manage all aspects of the arrival / departure experience and ensure all service standards are followed
- Supporting company and hotel policies and procedures including the promoting and participation in Employee Engagement (EES), Voice of the Guest (VOG), Leading Quality Assurance (LQA), Health and Safety, and Guest Service initiatives
- Ensure Service Essentials and LQA Standards are met and exceeded while actively seeking feedback and follow up on Guest comments
- Working closely with Guest Services Manager on arrivals, departures and lobby management
- Maximize rooms revenue through upgrades, walk ins and revenue maximization meetings and implementing/supporting agreed upon Revenue Management strategies and practices
- Monitor and report on problem accounts not settled while guest is in house
- Proactively implement processes to deliver problem free stay for our guests and leading the Royal Service team
- Handle guest concerns and react quickly, logging and notifying proper areas
- Ensure goals are met from a measurement perspective – Trust You, LQA, EES, SAQ, ALL Enrollments, and Upsells etc.
- Manage the departmental budget and procurement
- Managing Keep In Touch System and introducing any technology applications
- Conduct regularly scheduled departmental meeting and ensure regular communication occurs within department
- Seeks feedback and perform follow up on guest satisfaction and deals with challenges in accordance with our Mission Statement and philosophy of employee participation
- Selects, trains, manages the performance of colleagues and leaders
- Focus on recruitment ensuring adequate staffing for peak seasons
- Responsible for scheduling as per labour standards and payroll for all Front Office colleagues
- Utilize Labour Management Program to assist with department scheduling
- Maintain adequate stock of Front Office supplies and order when necessary within departmental budget
- Provide support, guidance and leadership to the Front Office Leadership Team
- Ensures awareness of all hotel activities and services and oversees the lobby area for cleanliness, maintenance, security and functionality
- Ensure lobby presence is maintained
- Balance operational, administrative and Colleague needs
- Adhere to the hotels vehicle handling and safety policies while driving hotel and guest vehicles
- Follow all safety policies and responsible of the emergency response in Royal Service, including fire panel.
- Other duties as assigned
