About the role
We are looking for an Assistant Front Office Manager to join our team!
If you are a person who enjoys leading a team, a dynamic work environment, socializing with people, and values organization, this is the perfect job for you!
Job Description
The Assistant Front Office Manager will support the Rooms Division Manager in overseeing the daily operations of the Front Office area. The ideal candidate will have exceptional customer service skills, strong leadership abilities, and a keen eye for detail. This role requires effective communication skills and the ability to multitask in a fast-paced environment. The Assistant Front Office Manager will play a key role in ensuring guest satisfaction and maintaining the smooth operation of the Front Office department. We commit to giving you the training, tools, support, and feedback required to be successful; achieving excellence is up to you.
Key Focuses
- Is visible in operations throughout the day, supporting quality first impressions at the front office, lobby, and guest entrance.
- Assists with managing day-to-day operations of the Front Office area, including guest check-in and check-out processes, reservations, and inquiries.
- Provides exceptional customer service to guests, addressing any concerns or issues in a professional and timely manner.
- Supervises Front Office employee and provides guidance and support as needed.
- Mentors and trains new Front Office employees in company policies, procedures, and customer service standards.
- Ensures front office employee adhere to all company policies and procedures, including safety and security protocols.
- Handles escalated guest complaints or issues, resolving them to the satisfaction of the guest and the company.
- Assists in managing room inventory and reservations, maximizing occupancy and revenue.
- Collaborates with other departments, such as housekeeping and maintenance, to ensure seamless guest experiences.
- Assists in conducting performance evaluations for Front Office employee's and provides feedback for improvement.
- Maintains accurate records and reports related to Front Office operations, such as occupancy rates and guest feedback.
Experience/Passions/Education
- Previous experience in Front Office or Housekeeping with at least 1 year of experience in leadership capacity.
- Strong leadership abilities with a proven track record of leading and motivating a team.
- Proficiency in English.
- Tech-savvy. Light Speed PMS experience is an asset.
Working Conditions
This position may include dayshift, afternoon, or evening shifts any day of the week or weekend and the occasional night audit shift if needed. This position will require long periods of standing and may require lifting to 30 lbs. and bending. There may be periods of independent work and brief periods of exposure to cold air due to the location of the front desk. This position may occassionally require you to drive a shuttle.
About Westin
At Westin, we understand each guest is unique; hence, we customize care and attention to create a personalized and distinctive experience. We believe in proactively meeting guest needs and not just reactively. We inspire associates to tap into their intuition to anticipate guest’s every desire. At Westin, we offer our guests countless opportunities to maintain their well-being while restoring a sense of control so that they leave feeling better than when they arrived
About Pomeroy Lodging
At Pomeroy Lodging, we are invested in a diverse portfolio of Hotels, Resorts and Nordic Spas. Our investment goes beyond the walls of our properties and the land we build on. Through our skin-in-the-game philosophy, family-oriented culture, and significant support of the communities in which we operate, we are fiercely invested in our people, our guests, our stakeholders and our communities.
Founded in 1994 and headquartered in Calgary and Grande Prairie, Alberta, Canada, we own and operate hotels under our proprietary brands and various well-known brands. Our full portfolio ranges from select service accommodations to upscale luxury resorts and wellness-inspired Nordic Spas. Our services include hospitality operations management, asset management, and real estate investment in the hospitality industry.
We are Committed to Growth. As a vertically integrated developer, we leverage our vision and expertise throughout the construction process to ensure quality for our guests and team members.
We are Committed to our Communities. We contributed back over $11 million to the communities we live in.
We are Committed to our People. We believe in providing training and growth opportunities, and financial incentives to all employees in all roles.
Recent new construction additions to our portfolio include Alyeska Nordic Spa in Girdwood, Alaska, set within the jaw-dropping scenery of the Chugach mountains on the grounds of Alyeska Resort. This unique spa experience invites you to enjoy the benefits of hydrotherapy as you take some time to disconnect- to reconnect.
We are Fiercely Invested.
About the role
We are looking for an Assistant Front Office Manager to join our team!
If you are a person who enjoys leading a team, a dynamic work environment, socializing with people, and values organization, this is the perfect job for you!
Job Description
The Assistant Front Office Manager will support the Rooms Division Manager in overseeing the daily operations of the Front Office area. The ideal candidate will have exceptional customer service skills, strong leadership abilities, and a keen eye for detail. This role requires effective communication skills and the ability to multitask in a fast-paced environment. The Assistant Front Office Manager will play a key role in ensuring guest satisfaction and maintaining the smooth operation of the Front Office department. We commit to giving you the training, tools, support, and feedback required to be successful; achieving excellence is up to you.
Key Focuses
- Is visible in operations throughout the day, supporting quality first impressions at the front office, lobby, and guest entrance.
- Assists with managing day-to-day operations of the Front Office area, including guest check-in and check-out processes, reservations, and inquiries.
- Provides exceptional customer service to guests, addressing any concerns or issues in a professional and timely manner.
- Supervises Front Office employee and provides guidance and support as needed.
- Mentors and trains new Front Office employees in company policies, procedures, and customer service standards.
- Ensures front office employee adhere to all company policies and procedures, including safety and security protocols.
- Handles escalated guest complaints or issues, resolving them to the satisfaction of the guest and the company.
- Assists in managing room inventory and reservations, maximizing occupancy and revenue.
- Collaborates with other departments, such as housekeeping and maintenance, to ensure seamless guest experiences.
- Assists in conducting performance evaluations for Front Office employee's and provides feedback for improvement.
- Maintains accurate records and reports related to Front Office operations, such as occupancy rates and guest feedback.
Experience/Passions/Education
- Previous experience in Front Office or Housekeeping with at least 1 year of experience in leadership capacity.
- Strong leadership abilities with a proven track record of leading and motivating a team.
- Proficiency in English.
- Tech-savvy. Light Speed PMS experience is an asset.
Working Conditions
This position may include dayshift, afternoon, or evening shifts any day of the week or weekend and the occasional night audit shift if needed. This position will require long periods of standing and may require lifting to 30 lbs. and bending. There may be periods of independent work and brief periods of exposure to cold air due to the location of the front desk. This position may occassionally require you to drive a shuttle.
About Westin
At Westin, we understand each guest is unique; hence, we customize care and attention to create a personalized and distinctive experience. We believe in proactively meeting guest needs and not just reactively. We inspire associates to tap into their intuition to anticipate guest’s every desire. At Westin, we offer our guests countless opportunities to maintain their well-being while restoring a sense of control so that they leave feeling better than when they arrived
About Pomeroy Lodging
At Pomeroy Lodging, we are invested in a diverse portfolio of Hotels, Resorts and Nordic Spas. Our investment goes beyond the walls of our properties and the land we build on. Through our skin-in-the-game philosophy, family-oriented culture, and significant support of the communities in which we operate, we are fiercely invested in our people, our guests, our stakeholders and our communities.
Founded in 1994 and headquartered in Calgary and Grande Prairie, Alberta, Canada, we own and operate hotels under our proprietary brands and various well-known brands. Our full portfolio ranges from select service accommodations to upscale luxury resorts and wellness-inspired Nordic Spas. Our services include hospitality operations management, asset management, and real estate investment in the hospitality industry.
We are Committed to Growth. As a vertically integrated developer, we leverage our vision and expertise throughout the construction process to ensure quality for our guests and team members.
We are Committed to our Communities. We contributed back over $11 million to the communities we live in.
We are Committed to our People. We believe in providing training and growth opportunities, and financial incentives to all employees in all roles.
Recent new construction additions to our portfolio include Alyeska Nordic Spa in Girdwood, Alaska, set within the jaw-dropping scenery of the Chugach mountains on the grounds of Alyeska Resort. This unique spa experience invites you to enjoy the benefits of hydrotherapy as you take some time to disconnect- to reconnect.
We are Fiercely Invested.