General Information :

- Country/Region
- Canada
- Province/City
- Vancouver, B.C.
- Hiring Entity
- Rosewood Hotel Georgia
- Department
- Rooms - Front Office
- Job Type
- Full-time Permanent

Rosewood Hotel Georgia combines the grandeur of the Roaring Twenties with contemporary design in the heart of Vancouver. First opened in 1927, the legendary award-winning hotel has been meticulously restored to its place as one of the most prominent hotels worldwide. Providing a flawless combination of legacy with luxury, Rosewood Hotel Georgia features 156 guestrooms and suites, award-winning dining, and Sense, a Rosewood Spa - the only 2 Key Michelin rated Hotel in Vancouver Canada, and the only city Hotel. For generations, guests have indulged in Hotel Georgia’s charming ambience, remarkable service and landmark location.

THE IMPACT OF THIS ROLE: Responsible for the management of all aspects of the Front Desk functions, in accordance with hotel standards. Directs, implements, and maintains a service and management philosophy which serves as a guide to respective staff.

RESPONSIBILITIES :

- Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

- Ensure that standards are maintained at a superior level on a daily basis.

- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.

- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as its intended purpose.

- Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.

- Always maintain positive guest relations.

- Resolve guest complaints, ensuring guest satisfaction.

- Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.





- Maintain complete knowledge at all times of:

- All hotel features/services, hours of operation.

- All room types, numbers, layout, decor, appointments, and location.

- All room rates, special packages, and promotions.

- Daily house counts and expected arrivals/departures/ VIPs.

- Room availability status for any given day.

- Scheduled in-house group activities, locations, and times.

- All hotel and departmental policies and procedures.

- Access all functions of the computer system.

- Answer department telephone within 3 rings, using correct greeting and telephone etiquette.

- Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.

- Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.

- Ensure that Associates report to work as scheduled. Document any late or absent Associates.

- Coordinate breaks for Associates.

- Assign work duties to Associates.

- Conduct pre-shift meeting with Associates and review all information pertinent to the day's business.

- Inspect grooming and attire of Associates; rectify any deficiencies.

- Inspect, plan, and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.

- Constantly monitor Associates’ performance in all phases of service and job functions,



rectify any deficiencies with respective personnel to include Front Desk Associates, Bell/Door Associates, PBX Core (call center) Associates and Concierge Associates.

- Monitor the hotel front entrance and resolve any congested situations.

- Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.

- Monitor communication logs and ensure that guest requests are followed up within minutes.

- Monitor secure deposits boxes procedures; audit accuracy of cards with proper signatures and ensure availability of keys.

- Monitor guest mail and ensure that it is processed according to procedures.

- Monitor and ensure that express checkouts are processed through the system.

- Monitor the Associates' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.

- Assist Associates with their job functions to ensure optimum service to guests.

- Observe guest reactions and confer frequently with Associates to ensure guest satisfaction.

- Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.

- Ensure security of guestroom access.

- Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:

- Contracted banks

- Shortages/overages

- Late charges

- Petty cash/paid outs

- Adjustments

- Posting charges

- Making change for guests

- Cashing travelers’ checks

- Payment methods/processing

- Settling accounts

- Closing reports

- Cashier reports

- Balancing receipts

- Dropping receipts

- Securing banks

- Review previous night's no-shows, verify, and ensure billing of such.

- Assist Accounting in researching all dispu

📌 Rooms - Manager in Trainee (Vancouver)
🏢 Rosewood Hotel Group
📍 Vancouver