Assistant Front Office Manager - Brookstreet Hotel & Marshes Golf Club

Position Overview:

Reporting to the Front Office Manager, the Assistant Front Office Manager plays a vital role in delivering exceptional guest service and maintaining high standards across all Guest Services positions. This role also provides operational support and direction as needed.

Qualifications:

• Experience: Minimum of 3 years in supervisory or management roles within Front Office operations, preferably in a hotel setting.

• Availability: Flexible to work shifts, including weekends, evenings, overnights, and holidays

• Education: A university degree or college diploma in Hotel Management is a valuable asset.

• Technical Skills: Proficient in Property Management Systems, with a strong emphasis on Opera Cloud considered a plus. Competency in Microsoft Word and Excel is required.

• Financial Skills: Demonstrated experience in cash and float handling.

• Leadership: Exceptional leadership and coaching abilities, with a proven record of developing and motivating Front Office professionals focused on career growth.

• Guest Service: Strong orientation towards guest service and a background in training.

• Communication: Excellent written and verbal communication skills are essential.

• Organizational Skills: Highly organized, results-oriented, and able to manage multiple tasks while maintaining composure under pressure.

• Certification: Must possess Smart Serve certification (Manager on Duty requirement).

• Language Skills: Bilingualism in French and English is an asset.

Key Responsibilities:

• Coordination: Supervise Guest Services Partners, Valet Partners and Star Service Partners to ensure seamless operations and optimal guest satisfaction.

• Professionalism: Maintain a high level of professionalism in all aspects of job performance.

• Feedback Management: Actively seek guest feedback and resolve issues in accordance with Brookstreet Hotel's Standard Operating Procedures (SOPs) and philosophy of partner empowerment.

• Guest Interaction: Respond to guest feedback and comments through online tools and real-time interactions.

• Coaching and Mentorship: Mentor partners and foster an environment that encourages job fulfillment and career development within Brookstreet Hotel.

• Performance Meetings: Conduct Partner Performance Connection Meetings and Connection Meetings to facilitate growth and development.

• SOP Updates: Responsible for updating department SOPs and training manuals.

• Operational Leadership: Lead daily operations, strategizing the arrival and departure processes for hotel guests.

• Department Meetings: Collaborate with the Leadership Team to facilitate departmental meetings.

• Revenue Management: Maximize room revenue by coordinating with Reservations to maintain rate and inventory integrity.

• Group Business Oversight: Review and ensure that details of conference resumes are met, acting as a liaison with conference conveners.

• Special Requirements: Review arrival reports and VIP lists to ensure all special requests are met or exceeded.

• Crisis Management: Understand and implement all emergency procedures, ensuring guest safety is prioritized by all staff.

• Manager on Duty: Perform Manager on Duty responsibilities as required.