Responsible to assist in providing leadership, guidance and support to the front desk team in the areas of guest service, training, scheduling and performance management for the overall successful day-to-day operations. This position is fully committed to ensuring that all procedures are performed to the department and company standards and serve as an ambassador for the hotel.
Responsibilities:
- Approach all encounters with guests and associates in a friendly service oriented manner
- Maintain regular attendance in compliance with West Fraser Hotel Group standards as required by scheduling which will vary according to the needs of the hotel
- Maintain high standards of personal appearance and grooming which include wearing the proper uniform and name tag when working
- Comply at all times with West Fraser Hotel Group standards and regulations to encourage safe and efficient hotel operations
- Maintain a friendly and warm demeanor at all times
- Demonstrate a high level of guest service at all times
- Monitor all VIP and special guest requests
- Review Communication Log and departmental traces, daily
- Fully comprehend all property management systems, including Opera, Colleague Advantage, and Reserve
- Be aware of all rates packages and promotions currently underway
- Be familiar with all in-house groups, and communicate pertinent information to the Front Desk team
- Follow and enforce all standard operating procedures
- Be able to perform all duties of Front Desk Agent
- Establish and maintain good communication and teamwork with fellow associates and other departments within the hotel
- Have knowledge of and assist in all emergency procedures as required
- Oversee and ensure that all guests are checked in/out in a friendly efficient and courteous manner
- Be able to perform, complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner
- Ensure that associates are at all times attentive friendly helpful and courteous to all guests, managers and all other associates
- Answer all guest inquiries in a timely and professional nature
- Be involved in departmental meeting planning and execution
- Help maintain productivity levels at or above budgeted standards
- Perform any other duty as required by management
- Assist in training of new hires and current associates on a regular basis
- Attend meetings as required by management
- Preparing weekly departmental schedule, and managing time off requests
- Assist in responding to guest satisfaction surveys
COMPENSATION:
· Hourly wage of $23 per hour based on Full time status with two weeks’ vacation per year.
Pay: $24.00 per hour
Benefits:
- Discounted or free food
- Flexible schedule
- On-site parking
Ability to commute/relocate:
- Kelowna, BC: reliably commute or plan to relocate before starting work (required)
Education:
- Secondary School (preferred)
Experience:
- Hotel: 2 years (preferred)
Work Location: In person
