Assistant Front Office Manager

Job summary

Assist the Front Office Manager with daily operations across the Front Desk, Night Audit, Switchboard, Guest Services, and FLH Essentials while ensuring employees meet service standards. Support hiring, training, scheduling, payroll and performance documentation, and respond to guest concerns and requests.

Job details

The Assistant Front Office Manager is responsible for providing exceptional customer service to all Fantasyland Hotel guests. Assisting the Front Office Manager in overseeing the day to day operations of the Front Desk, Night Audit, Switchboard, Guest Services and FLH Essentials. PRIMARY RESPONSIBILITIES: Ensuring all Front Desk employees are performing according to set hotel service standards and representing the hotel's core values. Assisting with the hiring, training and mentorship of all employees in the department. Assisting with staff scheduling to maintain a balance between service needs and labour cost budgets. Assisting with maintaining appropriate employee records, department payroll, staff evaluations, and performance management documentation. Assisting the Front Office Manager with monitoring and improving customer comments relating to Front Desk customer service practices. Ensuring proper communication systems are in place for all members of the Front Office team. Responding to guest concerns and special requests while utilizing exceptional customer service and conflict resolution skills. Other responsibilities as required. DESIRED QUALIFICATIONS: (3)- (5) years of experience working in a high volume, up-scale hotel in a Front Office Management or Supervisory based position. A high level of professionalism in the workplace and a desire to take on new challenges as they arise. Individuals must have excellent communication and organizational skills, must be able to multi-task and problem solve, and must be able to work under pressure. Experience working successfully with all employees including staff mentoring and coaching. Excellent knowledge of computerized Front Office systems and the ability to work in a fast-paced environment. Completion of a post-secondary Hospitality Management diploma/certificate or business management diploma. Must have a valid Class 5 Alberta driving license, and be able to provide a 3-year driver's abstract. Ability to drive both standard and automatic vehicles. TERMS OF EMPLOYMENT: This is a full-time position that requires availability Monday through Sunday, including days, evenings, weekends and holidays. This is a salaried position that depends on experience and qualifications. Must be able to pass a basic security clearance.

What you’ll do

Assist the Front Office Manager with daily operations across the Front Desk, Night Audit, Switchboard, Guest Services, and FLH Essentials while ensuring employees meet service standards. Support hiring, training, scheduling, payroll and performance documentation, and respond to guest concerns and requests.

Requirements

Requires 3–5 years of front office management or supervisory experience in a high-volume, upscale hotel, along with strong communication, organizational, coaching, multitasking, and problem-solving abilities. A post-secondary hospitality or business management diploma or certificate, knowledge of computerized front office systems, a valid Alberta Class 5 driver's license with a three-year abstract, and the ability to drive standard and automatic vehicles are desired; candidates must pass a basic security clearance.

Listed skills

• Customer service · Preferred
• Problem solving · Preferred
• Organization · Preferred
• Communication · Preferred
• Multitasking · Preferred
• Guest Relations · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Front Office Operations
• Staff Hiring
• Training And Mentorship
• Staff Scheduling
• Payroll Administration
• Performance Management
• Guest Relations
• Conflict Resolution
• Communication
• Organization
• Multitasking
• Problem Solving
• Computerized Front Office Systems
• Driving
• Professionalism
• Organizational Skills
• Service Standards
• Auditing
• Management
• Front Office
• Mentorship
• Operations
• Coaching
• Hospitality Management
• Scheduling
• Security Clearance
• Payroll Cost
• Customer Complaint Resolution

Job areas

• Hospitality
• Management & Leadership
• Customer Service & Support
• Human Resources
• Front Office Assistant Manager
• Office Manager (General)
• Office Supervisors
• First-Line Supervisors of Office and Administrative Support Workers

More jobs from West Edmonton Mall Property Inc. (West Edmonton Mall and Fantasyland Hotel)