Assistant Front Office Manager - Hampton Inn & Suites Kelowna Airport
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Located across from the Kelowna International Airport, the Hampton Inn & Suites Kelowna Airport is Kelowna's newest hotel, opening December 2019. We are currently accepting resumes for a temporary, full time Assistant Front Office Manager. This is an 18 month term, with an end date of approximately July 1, 2021.

Position Summary:

This position will primarily supervise, oversee and direct all aspects of the Front Desk and Guest Services Department to ensure effective and efficient operation of the day team, night team, while maintaining a high degree of guest satisfaction and return. This individual is required to be a role model, share expertise and continually inspire the Front Office Team. Additional requirements are to assist the Front Office Manager with training and track progress of colleagues, implement brand SOP in order to adhere to brand standards. 

Responsibilities and Accountability:

  • High understanding of the Hamptonality culture; ensure all staff follow this culture as well
  • Live by the 100% Hampton Guarantee;
  • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; Maintain a professional profile within the hotel
  • Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns
  • Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training
  • Ensures compliance with all Front Office policies, brand standards, online training and procedures
  • Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees’ absence.
  • Operate the front desk equipment, such as the property management systems OnQ
  • Understand how inventories are balanced between OnQ PM and OnQ R&I
  • Understanding of key systems (Kaba Safe Lock)
  • Taking appropriate action to respond to guest complaints in a timely fashion while maintaining a positive guest relation. Share all guest opportunities with the FOM; work together to create corrective action steps
  • Monitor the PMS to ensure that it is being used correctly and is accurately loaded to enhance Revenue Management. Provide accurate inventory management
  • Review daily and future arrivals and all information pertaining to guest request, payment and group activities. Take necessary action or corrections as well as communicating information to all departments involved. Ensure VIP and known repeat guests receive special attention
  • Monitor all booking channels and act as a liaison to 3rd party booking channel. Reconcile reservations and ensure accurate payment of fees and commissions
  • Review future occupancy, room type availability and prepare in advance for any upcoming problem dates, possible relocations and staffing level changes
  • Assist the FOM with each new employee. Ensure they go through a complete orientation and has been given all the required training to fulfill the position hired for
  • Works closely with the FOM to ensure the on-going training program is up-to-date and in place for all front desk personnel
  • Review all memo’s and emails in a timely fashion
  • Ensure required Front Office supplies are readily available for staff and guests
  • Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications
  • Ensure that all policies, procedures, federal, provincial and local laws are complied with regard to personnel, security, cash handling, guest relations, safety, etc.
  • Assist with staffing needs for the breakfast area and monitor closely proper execution of the breakfast program and guest feedback
  • Elevate and maintain high service standard for all guests with an acute attention to loyalty members and the loyalty program benefits
  • Maintain confidentiality of proprietary information; protect company assets
  • Stand, sit, or walk for an extended period of time
  • Learn and adhere to all fire and emergency procedures, including procedures for handling of the fire panel, ensuring guest safety and participate in an evacuation if necessary
  • Operate Hotel shuttle in a safe manner in accordance with the Motor Vehicle Act
  • Ensure shuttle operations are running efficiently during shift
  • Attend leadership meetings as required
  • Other duties as required

 

Skills and Qualifications:

  • Minimum 3 years’ experience at a branded hotel in a Front Office/Guest Services Manager role
  • Ability to develop and motivate staff to achieve goals
  • Ability to work with all employees to promote teamwork and co-operative relationships across departments
  • Ability to provide ongoing coaching to staff to enhance performance
  • Valid BC Class 5 driver’s license required
  • Experience with OnQ would be considered a strong asset
  • Experience in a Hilton branded property would be considered a strong asset
  • Must be legally entitled to work in Canada without restriction
  • Must be able to work a flexible schedule including days, evenings, nights, weekends and holidays


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