THE OPPORTUNITY

POSITION- Assistant Front Office Manager

EMPLOYMENT TYPE- Full-Time

REPORTS TO- DIRECTOR OF ROOMS OPERATIONS

PAY RANGE: 60,000$-65000$

THE COMPANY

At InnVest Hotels, passion drives performance. InnVest succeeds because our

people love what we do. Our entire team shares a deep-rooted passion for the world of hospitality & travel that extends far beyond the walls of our offices and locations.

Our company culture is built on collaboration. A nimble team where everyone has

a voice at the table and an opportunity to pursue their passions. Our skillsets are as diverse as our portfolio, but we all have a singular focus: a belief that partnerships deliver the best results, an entrepreneurial approach to decision making, respect for others, a strong sense of integrity and a curiosity to challenge the status quo.

With over 100 hotels in our portfolio, representing 18 internationally

recognized hotel brands, InnVest is the largest independent owner of hotels in Canada. In addition, our management team oversees the day-to-day activities of almost 90 hotels also making InnVest the largest independent operator of hotels in Canada. InnVest’s portfolio is geographically diverse with hotels from Vancouver, BC to Corner Brook, NL but also experientially diverse from roadside inns to luxury urban properties.

At InnVest, our mission is simple – to deliver outstanding guest experiences and

superior returns on quality hospitality investment. A career at InnVest will provide you with unrivaled opportunities and invaluable exposure to Canada’s largest independently owned and operated hotel portfolio.

Primary Responsibilities

• Direct and control the activities of the Front Office, Reservations, Guest Activities, and ensure adherence to brand & Company standards, policies, and procedures.
• Ensure that qualified personnel are selected, hired and trained in all areas of responsibility.
• Must ensure that all personnel are trained & kept well informed of department objectives and policies.
• Ensure the proper image is being maintained by all Team Members with respect to grooming and uniform standards.
• Participate in the development of short-term and long-term financial and operational plans for the hotel which support the overall objectives of the Company.
• Assists General Manager with the execution of marketing, sales, and operational activities, producing results that meet or exceed the hotel’s business plan.
• Maintains reservations systems such as Property Management System.
• Assists Director of Rooms with the monitoring of the performance of the hotel through verification and analysis of guest satisfaction systems and financial reports. Suggests and implements corrective actions.
• Maintains product and service quality standards by conducting ongoing evaluations and investigating complaints. Suggests and implements corrective actions.
• Creates an operating environment that assures consistent guest satisfaction. Ensure proper handling of guest complaints.
• Ensures implementation of appropriate technology solutions to increase customer service and hotel revenues.
• Prepare all necessary forecasts; to work closely with Reservations, Front Office and Sales to maximize occupancy, rate and revenue. Keeps all departments notified of any fluctuations in business levels, special guests, groups, etc.
• Establish and maintain close working relationships with all departments of the hotel to ensure maximum cooperation, productivity, morale and guest service.
• Develop relationships with clients, return guests, group contacts etc. to provide maximum personalized guest service.
• Make suggestions for improvements in overall operations with an emphasis on increasing guest satisfaction and revenues as well as reducing costs.
• Monitor and analyze the payroll for Rooms Division to ensure maximum effectiveness towards guest’s services while realizing full profit potential.
• Display a high degree of professionalism and integrity as befitting a member of management.
• Respond properly and take a supervisory role in any hotel emergency or safety situation, as well as ensure proper control and instructions of said emergency procedures to the Rooms Division.
• Understands the government regulations affecting hotel’s operations, ensuring hotel is operated in compliance with all applicable laws, ordinances, regulations, and requirements of any federal, provincial, or municipal authority.
• Ensures good safety practices of employees and guests, assisting in the maintenance of proper emergency and security procedures.
• Ensures implementation of applicable preventive maintenance programs that protect the physical assets of the hotel.
• As required of all hotel associates, assists any customer or potential customer in a prompt, courteous, friendly, and helpful manner at all times.
• Personal vehicle to travel locally or to other locations is a primary job duty

Note: Other duties as assigned by the manager.

Health and Safety

Because safety is a management responsibility, department managers are held

directly accountable for safe work practices and control of physical hazards in their areas.

• Establish and enforce all safety policies and procedures. Ensure that an employee complies with related province and its regulations.  Correct any employee who is observed breaking a safety rule.  Any employee who continues to violate safety rules should be disciplined immediately.
• Perform random checks monthly and report deficiencies to the appropriate personnel.
• Re-instruct all regular employees who develop unsafe work practices as soon as possible after such practices are observed.
• Ensure that all employees use or wear any equipment, protective devices or clothing required under the Health & Safety Program.
• Insist on good housekeeping and enforce the “Clean As You Go” practice.
• Maintain active involvement in the accomplishment of the accident prevention and reduction objective. Take every precaution reasonable in the circumstances for the protection of employees.

Relationships

Internal:              All hotel departments and employees: For leadership, communication and effective operations.

External:              Account Executives: To promote business.

                                Hotel Guests: To retain business.                

Qualifications

Education/ Experience

• Post-secondary education in Hospitality Management, Business Administration, or a related field is preferred; an equivalent combination of education and experience will be considered.
• Minimum two years of Front Office experience in a hotel environment, including at least one year in a supervisory or leadership role.
• Previous experience with a property management system is required; Opera experience is considered an asset. Excellent verbal and written communication skills.
• Demonstrated ability to resolve guest concerns professionally and maintain a high level of guest satisfaction.
• Working knowledge of Front Office operations, reservations, cash handling, forecasting, and basic revenue-management practices.
• Ability to manage competing priorities and perform effectively in a fast-paced environment.
• Proficiency in Microsoft Office applications, including Outlook, Word, and Excel.
• Availability to work a flexible schedule, including evenings, weekends, and holidays.
• Experience with IHG or Kimpton brand standards is considered an asset.
• A valid Smart Serve Certificate is required.

Working Conditions

Will be required to work nights, weekends and holidays.

Will be required to work in fast paced, stressful environment.

May be asked to work overtime.

Ability to travel regularly/operate own vehicle.

 

Physical/ Cognitive Activities: Assistant front Office Manager

This description of physical and mental activities is not intended to describe

essential job functions.  Rather, its purpose is to give the job applicant a feel for the physical and mental activities of the job to the end that an applicant with a disability can determine whether he or she will be able to do this job either with or without accommodations.

The major responsibility in this position is to manage the functional areas of

guest services, therefore a significant portion of the workday is spent moving about, speaking, and listening, usually while standing up. Most of the time is spent moving about while communicating with staff or guests.  Close supervision and interaction with staff and guests are essential in this position to ensure guest satisfaction.  A significant portion of time is spent using the hotel’s computer system for reservations, scheduling, or other guest-related services.

Lifting or carrying approximately 50 lbs. can occur at times, but not often.

A small portion of time is spent sitting down and some of this time is spent

completing departmental paperwork, such as schedule or labour reports.

Reading and writing abilities are used often in reviewing and compiling

departmental records or guest registration and reservation information.

Since the employee in this position oversees several subordinates, a vast amount

of time is spent utilizing problem solving, reasoning, motivating and training abilities.

Mathematical skills such as profit/loss concepts, percentages and variances are

used often.

Ability to travel regularly/operate own vehicle

Organizational Structure

• Reports to: Director of Rooms Operations

Please Note:   This Job Description is neither definite nor restrictive and may

be modified or added to in the future to meet changing needs.