Summary:Act as the hotel representative for all employee and guest related matters. Responsible for the overall supervision of staff and property during the overnight shift. Ensure guest expectations are met and LPM standards are maintained. Other duties as required
JOB FUNCTIONS:
- Meetings and communication:
- Completes and distributes nightly reports
- Works closely with Front Office Manager and Revenue Team towards maximizing occupancy.
- Maintains strong relations with night mangers at other hotels in the city towards picking up additional rooms from sold-out hotels.
- Communicates all events, problems or issues from the overnight to the concerned people.
- Remains informed of room availability, special events within hotel (banquets, meetings, tours) to provide general information.ormation.
Operational:
- Reviews manager's log book and completes tasks
- Inspects front and back of the house operations on an on going basis
- Inspects guest areas for coverage, appearance and follow-us when necessary
- Controls rooms inventory and maximizes revenue and occupancy
- Supervises Front Office and checks in guests when necessary
- Greets and accompanies guests.
Night Audit
- Closes the date for the hotel operating systems and runs the audit
Staffing tasks:
- Supervises overall hotel staff in the overnight
- Trains, counsels, develops and evaluates the front office overnight staff
- Recommends disciplinary actions for the overnight staff
- Keeps the staff motivated and energetic
- Ensures that the staff members respect the procedures and standards.
- Supports the Front Office Manager in overseeing departmental operations, including payroll, scheduling, and other administrative responsibilities as needed.
Problem Solving:
- Insures maximum safety of guests, patrons, and employees in case of an emergency
- Handles and resolves inquires, special services and requests, guest related problems, etc.
- Handles guest complaints, quickly and efficiently, informing department head when necessary
Qualifications:QUALIFICATIONS:
- At least 2 years Front Office management experience in a comparable property.
DESIRABLE:
- 4 years Bachelor's degree in Hotel Management.
- 3 years of hotel experience
- Multilingual
Leadership (Hotel operating procedures and policies, Computerized property management/ Front Office Systems)
- Problem Solving (Measuring abilities to think strategically, to create solutions to complex situations.)
- Working under pressure, using good judgment, and meeting deadlines.
Service Orientation (Measuring concerns for guest or customer satisfactions.)
- Ability to use diplomacy when dealing with problems internally or with guests.
Creativity (Measuring aspects of innovation, creativity and curiosity.)
- Communicating verbally and in writing; fluent in English.
Ethical Awareness (Measuring concerns of fairness, equity, integrity, and ethics.)
Self-Efficacy (Measuring aspects of confidence, independence, and self-direction.)
- Completing detailed tasks with accuracy
Group Process & Team Building (Measuring needs for collaboration, affiliation, and teamwork.)
- Using tact, courtesy and enthusiasm in any work situation.
Sensitivity to Diversity (Measuring sensitivities to individual cultural and ethnic differences.)
DESIRABLE:
Service Orientation (Measuring concerns for guest or customer satisfactions.)
- Communicating in other languages a plus, especially French.
Self-Efficacy (Measuring aspects of confidence, independence, and self-direction.)
- Operating computerized equipment. Familiar with Opera Cloud, MS Office (Word, Excel, Outlook), Minibar system, and Lodgenet system, etc.
Salary Range: $80,000 - $90,000 Annually
