Front Office Manager - Burlington, Canada - The Pearle Hotel and Spa, Autograph Collection

The Pearle Hotel and Spa, Autograph Collection

Verified Company

Burlington, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Provides exceptional and genuine hospitality to our guests.

Responsible for daytoday operations of Front Office Operations
Monitor and respond all guest special requests and ensure delivered din timely manner.
Responds to, follows up, and closes guest experience glitches.
Creates procedures and policies to eliminate guest experience glitches.
Coordinates the scheduling and labour controls to efficiently meet budgets.
Seeks out employee feedback and establishes an "open door" policy to identify and address employee problems or concerns in a timely manner.
Ensures hotel policies are administered fairly and consistently.
Celebrates successes and recognizes the contributions of team members.
Controls rooms inventory and understands room block allocation.
Understands revenue management principles and can make strategic room rate decisions.
Adapt schedule to business levels, understanding property priorities and what is takes to run your department successfully; put team goals ahead of personal agenda.
Work towards maximizing room revenues by upselling
Conduct audits to ensure Brand Standard Audit achieved and product knowledge within associates are high
Implement and execute process for shared facilities agreement between hotel and Condo Management
Follow Hotel standards of operation and departmental procedures and Pearle Grooming guidelines
Analyse training needs of Front Office staff and develop training programs
Conduct probation and formal performance appraisals
Follow up to responds to all Guest Voice surveys and update the feedbacks in profile notes and GXP
Ensure all associates using GXP system and Maintain X to report all issues and guest recovery
Ensure all associates using GXP GPS reports to review guest preferences and 100% reservation accuracy
Review Data from GXP and Maintain X to take initiative to eliminate problems
Follow up on qroom process with BOH, FOH and Housekeeping department to create consistency
Manage all group room block requests with assistance of reservation coordinators. Prepare and process group block proposals and contracts in timely manner.
Review group bookings and provide support to Reservation Coordinators.
Attend Group Resume meeting and ensure the information's shared with all team members
Review each group prior to arrivals to ensure reservation and billing accuracy
Follow up on group master to ensure attrition posted and close by 3 days after the group check out
Respond to any challenges found for accommodating rooming requests.
Assist setting up packages and rate codes
Review CTAC system for commission billings
Manage OTAs extranet portal, Marriott MarRFP and Marsha websites
Assist with valet parking when required
Manages all daytoday operations and act as Manager on duty in absence/vacation of front desk manager.
Be fully conversant with all departmental Fire, Emergency and Bomb procedures *Managing and Conducting Human Resource Activities
Schedule employees to business demands and tracks employee time and attendance.
Manage payroll administration
Recruits, interviews, selects, hires, and promotes employees in the organization.
Training all new associates for front of the house and back of the house.
Review and Audit Service Journey and BSA standards for all FOH associates.
Maintain FOH and BOH uniform inventory
Conduct monthly department meeting to ensures regular ongoing communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
Understands employee positions well enough to perform duties in employees' absence.
Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
Empowers employees to provide excellent customer service. *Leading by Example
Provides exceptional and genuine hospitality to our guests.
A passion for high quality with attention to details and ability to multitask
Highly organized, resultsoriented with the ability to be flexible and work well under pressure
Graciously adapt schedule, when necessary, work beyond regular hours when called for.
Willingly accept additional tasks as required for the effective overall hotel operations
Any other duties assigned by HM and GM