Front Office Manager

仕事内容

The Hilton Vancouver Airport Hotel is a leading global hospitality company offering business and leisure travelers the finest in accommodations, service, amenities and value. We are dedicated to providing exceptional guest experiences and with 237 rooms and 403 square feet of event space, our Team Members are front and centre of the hotel driving all aspects of the business!

At the Hilton Vancouver Airport Hotel, we take pride in fostering an environment where learning and development is a lifestyle. Apply today and embark on a rewarding career path!

OBJECTIVE:

By using a proactive management approach, the Front Office Manager (FOM) ensures an efficient operation of the front desk and all Front Office Team Members are delivering a high quality of service. The FOM represents the senior management team in problem solving, coping with emergency situations, and always ensuring complete guest satisfaction

RESPONSIBILITIES:

• Responsible for overseeing operations of the Front Office in various shifts, including overnight shifts
• Ensure consistent delivery of services and benefits to Guests and Hilton Honor Members. Assist in enrolling new guests into the Hilton Honours program while improving loyalty of existing HH Members
• Ensuring adherence to all Hilton Brand Standards
• Ensuring effective Team Member planning, scheduling, communication, selection, orientation, training, reviews, and development strategies are in place
• Contribute to the professional development of the Guest Services Managers
• Ensuring inter-departmental communication and cooperation in the interest of better guest satisfaction
• Lead, motivate and train Team Members. Continuously strive for an engaged, enthusiastic, high performing team through recruitment and development. Enable all Team Members to realize their full potential while providing exceptional guest service, colleague satisfaction & profitability
• Responsible for providing timely feedback and performance reviews to all Front Office Team Members
• Assisting in the monthly forecast, productivity and operating within budgeted guidelines
• Ensuring the safety and well-being of our Guests and Team Members by having working knowledge of crisis and emergency procedures, promoting a clean and safe work environment and promoting Team Member health & safety
• Ensure all Team Members are familiar with fire emergency safety procedures
• Collaborate and provide support on social media initiatives including online reputation management (TripAdvisor, Yelp, etc.), content creation and social customer service
• Monitor and respond in a timely manner to guest requests on the hotel’s social media channels

QUALIFICATIONS:

• Minimum of 3 years of experience in Front Office Management
• Previously demonstrated leadership skills supporting an environment of colleague growth and development, interdepartmental teamwork and strong customer service
• Proficiency in hotel management & reservations systems
• Excellent organizational skills and attention to detail
• Results oriented with the ability to be flexible and work well under pressure.
• Takes initiative and recognizes opportunities for success
• Strong interpersonal skills, with strong written & verbal communication skills

Employment with The Hilton Vancouver Airport Hotel will be conditional upon the successful candidate having received a verified COVID-19 vaccine series approved by Health Canada, at least 14 days prior to their start date. This requirement is subject to exemptions pursuant to the Human Rights Code of BC.

The Hilton Vancouver Airport hotel is an equal opportunity employer committed to fostering a positive and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, colour, national origin, gender, age, religion, disability, sexual orientation, veteran status, or any other status or characteristic protected by law. Accommodations will be made available upon request for applicants with disabilities to enable them to participate in the selection process. If you require assistance or a reasonable accommodation in completing the application materials or any aspect of the selection process, please contact the Human Resources Department upon application.

Job Types: Full-time, Permanent

Benefits:

• Company events
• Dental care
• Discounted or free food
• Life insurance
• On-site gym
• On-site parking
• RRSP match
• Tuition reimbursement
• Vision care

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Experience:

• Front Office Management: 1 year (preferred)