Scope:

Assists the General Manager in managing guest service operations to include guest registration, telephone services, night audit and guest reservations to ensure guest satisfaction and maximize hotel profitability.

Primary Responsibilities:

Ø Assists in the training and supervision of all Guest Services employees; coaches and counsels employees regarding career and personal developments; and conducts performance evaluations and provides feedback to employees.

Ø Oversees and participates in guest registration.

Ø Assists in scheduling staff according to labor standards and forecasts occupancy; assigns daily work tasks to employees; and monitors labor costs to stay within departmental budget.

Ø Resolves guest complaints to the satisfaction of the guest; responds promptly to any guest request for service.

Ø Ensures adherence to procedures for hotel accounting, credit control, handling of financial transactions, securities of monies, guest security and emergency procedures as established.

Ø Responds quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.

Ø Provides a professional image at all times through appearance and dress.

Ø Follows company policies and procedures and is able to effectively communicate them to subordinates.

Ø Aggressively recruits and staffs department using company hiring standards (i.e. behavioral questioning, reference checks, evaluations and team interviews).

Ø Conducts training classes regarding safety, security, department procedures and service guidelines.

Ø Ensures hotel is in compliance with all federal, provincial and local laws, including Employment Standards, Human Rights and Occupational Health & Safety laws.

Note: Other duties as assigned by supervisor or management

Health and Safety

Because safety is a management responsibility, department manager are held directly accountable for protected work practices and control of physical hazards in their areas.

DUTIES AND RESPONSIBILITIES

1) Establish and enforce all safety policies and procedures. Ensure that an employee complies with OHSA and its regulations. Correct any employee who is observed breaking a safety rule. Any employee who continues to violate safety rules should be disciplined immediately.

2) Detect and eliminate, or report for correction, all physical hazards and unsafe conditions immediately by completing a safety work order. Perform random checks on a monthly basis and report deficiencies to the appropriate personnel.

3) Conduct orientation for all new employees before they start work. If possible, have a member of the Health and Safety Committee meet with the new employee (as part of the orientation or at a later date).



Ensure that new employees receive instruction (verbal and written) on WHMIS, the unique hazards of their jobs, accident reporting, CPR and first aid, back injury prevention techniques, Job Safety Analysis, procedures to follow in the event of fire, and current property safety awareness programs.

4) Re-instruct all regular employees who develop unsafe work practices as soon as possible after such practices are observed.

5) Ensure that all employees use or wear any equipment, protective devices or clothing required under the Health & Safety Program.

6) Investigate all employee accidents thoroughly and immediately. Get the facts from the injured worker and witnesses and fill out necessary accident report forms promptly and completely. These forms should then be submitted to Management for processing. Follow the accident investigation procedures included in this manual.

7) Insist on immediate first aid for all employee injuries where applicable. Maintain department first aid stations.

8) Identify the physical requirements of selected jobs to Management to ensure effective applicant screening.

9) Actively cooperate with the Health and Safety Committee. Ensure a competent and interested department representative is at all committee meetings.

10) Insist on good housekeeping and enforce the “Clean As You Go” policy.

11) Maintain active involvement in the accomplishment of the accident prevention and reduction objective assigned to the department. Take every precaution reasonable in the circumstances for the protection of employees.

12) Review and be aware of all sections of the Health & Safety manual.

Relationships:

Internal: Hotel Employees: To receive information regarding guest needs or complaints

External: Hotel Guests: To provide customer service

Housekeeping: To provide customer service

Transportation Companies: For guest transportation, lost bags, distressed passengers

Local Businesses: To provide information for guest and develop relationships

Qualifications:

Education/ Experience:

High School diploma or equivalent and two years experience in Guest Services in medium to large sized hotel or similar industry, to include supervisory experience. Special consideration will be given to those who exhibit exemplary performance.

Certification and/or License Requirement: Alcohol awareness certification.

Skills:

Interpersonal skills

Computer skills

Communication skills





Organizational skills

Customer service orientation

Working Conditions:

Will be required to work nights, weekends and holidays.

Will be required to work in fast paced, stressful environment.

May be required to be on call when away from work.

Physical/ Cognitive Activities:

Front Desk Supervisor

This description of physical and mental activities is not intended to describe essential job functions. Rather, its purpose is to give the job applicant a feel for the physical and mental activities of the job to the end that an applicant with a disability can determine whether he or she will be able to do this job either with or without accommodations.

The major responsibility in this position is to manage the functional areas of guest services, therefore a significant portion of the workday is spent moving about, speaking and listening, usually while standing up.

The vast majority of time is spent moving about while communicating with staff or guests. Close supervision and interaction with staff and guests is essential in this position to ensure guest satisfaction. A significant portion of time is spent using the hotel’s computer system for reservations, scheduling or other guest related services.

Lifting or carrying approximately 50 lbs. can occur at times, but not often.

A small portion of time is spent sitting down and some of this time is spent completing departmental paper work, such as schedule or occupancy reports.

Reading and writing abilities are used often in reviewing and compiling departmental records or guest registration and reservation information.

Since the employee in this position oversees several subordinates, a vast amount of time is spent utilizing problem solving, reasoning, motivating and training abilities.

Mathematical skills such as profit/loss concepts, percentages and variances are used often.

Organizational Structure:

· Reports to: Front Office Manager

· Subordinates: Night Auditor, Front Office Agents

· Job title also known as: AssistantFront Office Manager, Assistant Front Desk Manager, Night Manager

This job description is a general representation of the duties and responsibilities commonly found in Hilton Garden Inn Toronto Downtown for this type of position; it may be modified at an individual hotel based upon business necessity.

Job Type: Full-time

Pay: $27.00 per hour

Expected hours: 40.0 per week

Benefits:

- Dental care
- Extended health care
- On-site parking

Flexible language requirement:

- French not required

Ability to commute/relocate:

- Etobicoke, ON M8X 1G5: reliably commute or plan to relocate before starting work (required)

Experience:

- Hotel Supervisory: 3 years (required)

Work Location: In person

📌 Assistant Front Office Manager (Canada)
🏢 Old Mill Toronto Hotel
📍 Canada