Description of Duties:
Manage and supervise all tasks of front office personnel to ensure guests prompt, cordial attention and personal recognition.
Supervise the Front Office Team to ensure optimum occupancy and average room rate for the purpose of maximising revenue.
Maintain interdepartmental relationships to ensure seamless customer service.
Responsible for all payroll related duties, including daily labour costing, employee files and records, and to keep in close contact with our representative at the payroll company.
Ensure all new employees are properly orientated and all necessary paperwork is on file prior to their first day of work.
Ensure all account receivable files are up-to-date and collectable.
Reconcile VLT cash on a daily basis.
Reconcile cash floats on a daily basis.
Respond to guest concerns and complaints quickly and efficiently and inform management of concerns.
Assume overall responsibility for maintaining standards to ensure furnishings.
Ensure work areas and equipment are kept functional and orderly at all times, reporting any deficiencies as necessary.
Responsible for monthly reconciliation of each online reservation channel. Performs random checks (1 per week, per channel) to ensure that the FD Supervisor (or delegated staff) update online reservations with short stays, cancellations, and no-shows on the affected website.
Work in conjunction with the Property Management Systems Coordinator to ensure that new and/or existing policies & procedures are communicated in a timely manner to all Front Desk Staff and ensure those procedures/policies are followed, taking corrective action if required.
Coordinates/schedules training sessions authorized by Head Office.
Attend department head meetings and training courses as required.
Conduct performance evaluation on Front Desk Supervisor.
Prepare necessary reporting to enable evaluation of the performance of the Rooms Division (i.e. Room occupancy forecast, Demographic and Geographic reports, Group bookings, etc.).
Review and confirm the validity of all adjustment transactions ensuring appropriate support information is available.
Obtain appropriate approvals and signatures.
Responsible for all A/R billing.
Confirm and process travel agent commissions on a monthly basis.
Perform any other job related duties as assigned by the General Manager or his or her designate.
Shift and weekend work will be required
Must wear a uniform and be well groomed as per hotel standards
Must be able to perform efficiently under pressure and within time restraints
Must be honest and trustworthy
Must have the ability to work cooperatively with all hotel employees and management Must know how to operate and perform routine maintenance on equipment located in the Office/Front Desk department
Business diploma from a college or business school may be required
Must apply safe work practices where established
Ability to maintain confidentiality
Clerical aptitude and basic knowledge of accounting and bookkeeping Excellent written and oral communication skills
Excellent organizational skills
Excellent supervisory skills
Must have the ability to handle and solve customer related concerns and complaints and report to management as necessary
Knowledge and Training:
Extensive knowledge of point of sale and hotel management computer systems Extensive knowledge of provincial & federal labor standards and regulations Extensive knowledge of WCB regulations
Must know all company policies, procedures, amenities and services
Training and evaluation techniques Guest and Company relations
Policy and Procedure Implementation Problem solving
Cost control Payroll
A minimum of two years front desk/night auditor experience is required.
Salary will be commensurate based on experience and education. Thank you to all applicants for their interest in this opportunity, only candidates selected for an interview will be contacted.