Position Summary JOB DESCRIPTION Under the direction of the Front Office Manager, this position is responsible for administering front desk functions and supervising the hotel operation. You will oversee all operations during your shift and work closely with other managers and employees to exceed guest experiences. As acting “Manager on Duty”, you will look after the health and safety of all guests and team members.

Key Accountabilities

• Manages and direct the day-to-day activities of front office Team to drive guest satisfaction
• Managing Team Members to ensure they have superior guidance and resources to achieve objectives and ensures compliance with health and safety and other statutory regulations
• Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality
• Monitoring staffing levels to ensure guest service, operational needs and financial objectives are met
• Act as Manager on Duty during your night shift to handle all operational issues
• Maintains effective labour relations and ensures adherence to the collective bargaining agreements
• Execute issuing of disciplinary action and evaluations to Team Members when necessary
• Ongoing communication with Team Members with regards to occupancy levels and special events
• Promotes positive guest interactions through prompt, courteous and efficient service, having knowledge of the hotel and services
• Liaises and communicates effectively with all appropriate operational departments
• Support the Housekeeping team when needed
• Develops and cultivates strong working relationships with all stakeholders
• Performs other duties as assigned or directed.

Education And Qualification Requirements

• Post-Secondary hospitality or hotel education or suitable combination of education and experience;
• Minimum 3 years’ experience managing guest services, preferably in the hotel sector;
• Ability to lead and mentor a team within a unionized environment;
• Strong attention to detail;
• WHMIS and additional certification as needed;
• Computer literacy in MS Office (Word, Excel, Outlook), Opera software an asset.

Work Environment Considerations: Regular hotel environment, standing or walking for long periods of time, some exposure to noise and conflict, non-traditional work hours.