Under the supervision of the Front Office Manager, the Assistant Front Office Manager is responsible for ensuring a high level of guest service through effective management and proper planning of front desk activities. They demonstrate strong listening skills and empathy in their interactions with guests and team members. They help improve customer service and guest experience standards and ensure their implementation by providing team members with the guidance and support needed to perform their tasks effectively.

RESPONSIBILITIES:

• Support the Front Office Manager in managing the department and ensuring smooth operations in their absence.
• Apply and enforce policies and procedures related to guest services and the company as a whole.
• Take on special projects or any related items for the better of the department.
• Develop Standard Operating Procedures (SOPs) to promote efficiency, ensure consistency in service delivery, and support training, while aligning operational standards with company values.
• Provide ongoing coaching and training to Front Desk & Valet team members.
• Assist with HR-related matters including one-on-one coaching, performance reviews, and corrective actions, in collaboration with HR.
• Monitor guest experience throughout their stay to ensure expectations are met or exceeded.
• Address concerns or complaints with empathy and efficiency, taking immediate action to resolve issues while maintaining a calm and courteous demeanor.
• Provide a personalized and friendly welcome upon arrival and ensure seamless check-out experience.
• Create a positive first and last impression that reflects the brand’s service standards by enhancing the overall guest experience, ensuring guests feel valued, cared for, and inspired to return.
• Oversee the preparation and accuracy of all required documentation and systems related to check-ins and check-outs. Ensure that billing, room allocations, and special requests are handled effectively.
• Respond promptly and courteously to incoming calls, providing accurate information and transferring calls to the appropriate departments or team members when necessary.
• Offer knowledgeable recommendations on local attractions, dining, and events. Assist with reservations and arrangements, contributing to a memorable and tailored guest experience.
• Conduct regular checks of public spaces to ensure cleanliness and order are maintained, and coordinate with housekeeping and maintenance teams as needed.
• Ensure smooth transitions between shifts by providing clear and detailed pass-offs. Promote cross-departmental communication to enhance collaboration and service continuity.
• Monitor guest feedback and operational trends to identify recurring issues or inefficiencies. Proactively suggest and help implement solutions to improve service quality and guest satisfaction.
• Handle all guest information with the utmost discretion, adhering to data protection policies and demonstrating professionalism in all interactions involving sensitive information.

QUALIFICATIONS:

• 1 to 2 years of relevant experience in a similar role
• Fully bilingual in English and French, both spoken and written
• Flexible schedule (day, evening, weekends and holidays)
• Strong knowledge of hotel management software (Opera is an asset)
• Good knowledge of Microsoft Office Suite