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Assistant Front Office Manager

Location:Whistler, Whistler, Squamish-Lillooet, British Columbia, Canada
Job Type:Permanent
Posted:1st Dec 2007
Closing Date:29th Jan 2008
Posted By:The Fairmont Chateau Whistler
Details:
Assistant Front Office Manager

RESPONSIBILITIES:
Reporting to the Front Office Manager, the Assistant Front Office Manager is responsible for ensuring the highest level of guest service and ensuring that standards are maintained for all positions within the Front Office. The Assistant Front Office Manager also serves as a resource to the overall operations of the hotel by providing assistance and direction as needed.
- Coordinates Front Desk and Royal Service Departments while on duty to ensure a smooth operation and the highest level of guest satisfaction
- Maintains a high level of professionalism in all aspects of job performance.
- Seeks feedback on guest satisfaction and resolves problems in accordance with our Mission Statement and philosophy of colleague empowerment
- Coaches and mentors colleague. Creates an environment that allows employees to achieve job fulfillment and provides a path for career development with Fairmont Hotels and Resorts.
- Maximizes rooms revenue through participating in yield management group meetings and implementing and supporting agreed upon Revenue Management strategies and practices.
- Oversees group business, reviewing and ensuring details of conference resumes are met and serve as a liaison with the conference convenors
- Reviews arrival reports and VIPS's to ensure all special requirements are met or exceeded
- Knows all emergency procedures and general crisis situation management, including fire and emergency procedures, procedures for handling of Edwards Fire Panel, ensuring guest safety is followed by all hotel staff.
- Promotes a safe working environment by adhering to Health and Safety standards as defined by The Fairmont Chateau Whistler.
- Developments, implements and maintains Guest Service standards.
- Conducts and participates in monthly communication meetings.
- Monitors and provides feedback on monthly labour expenses.
- Participates in yearly budgeting process and strategic planning
- Develops, implements and maintains new incentives to motivate employees and maximize hotel revenue
- Ensures effective utilization and productivity of all staff through staff planning, hiring, scheduling and adhering to budget parameters.
- Effectively maximizes inventory levels during high occupancy/sold out nights.
- Coverage of overnight shifts and duties as assigned
- Consistently demonstrates a commitment to personal Guest Service excellence and profitably through special duties as assigned.
- Actively participate in The Fairmont Chateau Whistler’s environmental program and department specific initiatives in working towards sustainable operations.
- Complies with Fairmont Hotels & Resorts policies, procedures and code of ethics.
- Performs any and all other tasks which are assigned by management.
- Upholds the highest standard of internal and external customer service at all times.

QUALIFICATIONS:
- Minimum 2 years' previous supervisory/management experience in Front Office operations.
- University degree or College diploma in Hotel Management preferred.
- Knowledge of computerized Front Office systems required with emphasis in Property Manager.
- Proficiency in WordPerfect and Lotus.
- Must have cash/float handling experience, minimum $2000.00 personal float management.
- Superior leadership and coaching skills with a proven track record of developing and motivating career minded Front Office professionals.
- Strong guest service orientation and training skills background required.
- Excellent written and verbal communication skills required.
- Highly organized, results-oriented with the ability to be flexible and work well under pressure.
 
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