Summary of Responsibilities :
Reporting to the Guest Services Manager, responsibilities and essential job functions include but are not limited to the following :
Responsible for day to day organization of guest inquires, information availability, door and bell team’s structure, and overall guest satisfaction at the point of entry / departure as well as throughout the stay.
Executes initiatives to promote and achieve service goals and standards with ultimate goal of surpassing VOG Service Goals for the hotel
Focuses on Colleague Engagement Initiatives through team building, recognition, problem resolution and providing all necessary tools for colleagues to achieve annual Colleague Engagement Survey Goals
Completes Daily Payroll and biweekly payroll summary in ADP
Conducts daily shift briefings with all scheduled colleagues within bell and door teams to highlight the days expected business levels, noteworthy functions and daily service reminders
Completes weekly scheduling while maintaining expected labour standards as determined by Watson Labour Management Tools
Assists the Guest Services Leadership Team to train and develop colleagues in such a manner as to ensure the highest level of guest service and satisfaction.
Monitors and develop colleague performance by assisting the Guest Services Manager to complete annual performance reviews and quarterly professional development interviews
Ensure that Bell Captains Desk as well as Front and East doors are covered at all times, matching the traffic flow and service colleagues in conjunction with labour guidelines.
Assist the Guest Services Manager to oversee and foster a team spirit amongst all Guest Services colleagues.
Ensures awareness of all hotel activities and services in addition to key city events
Oversees the lobby area for cleanliness, maintenance, security and functionality.
Responds to all emergencies involving the hotel or its guests, utilizing developed emergency procedures.
Keep accurate records of deliveries and events in the designated logs.
Assist the Guest Services Manager to encourage colleagues participation in special events.
Works closely with the Bell Captains and ensure smooth shift changes.
Assisting with house car responsibilities
Other duties as assigned by the Guest Services Manager.
Solid knowledge of Front Office & Guest Services Procedures
Minimum of two years previous Guest Services and / or Front Office supervisory experience
Strong ability to work effectively within a dynamic management team with shared responsibilities
Highly organized, career and result oriented with the ability to be flexible with hours and days off
Must be able to work well under pressure in a fast-paced and constantly changing environment
Previous working knowledge of Property Manager, Microsoft Office, ADP Payroll Systems and Watson Labour Management an asset
Strong Guest Service orientation
Proven commitment to health and safety
Knowledge of unionized work environment.
Excellent interpersonal skills with strong written verbal communicational abilities
Adhere to time lines
Strong managerial skills with a record of positive people skills, team leadership abilities and proven guest service record
Second or third language an asset.
Valid Driver’s License
Physical Aspects of Position (include but are not limited to) :
Frequent standing and walking throughout shift
Occasional kneeling, pushing, pulling, lifting
Occasional ascending or descending ladders, stairs and ramps
Visa Requirements : Must already be legally permitted to work in Canada.