Department: Front Office

Reports To: Guest Services Manager

Responsibilities:

• Assist the Guest Services Manager in setting direction and achieving Front Office goals
• Lead First Response in emergency situations: fire, power outage, flood, bomb threat
• Play a lead role in resolving esc alated guest service issues
• Ownership of Rooms inventory 48 hours out as related to house status, overbooking and room type issues
• Oversee Front Desk, Bell Services, Service One, Switchboard and Valet/door
• Provide leadership for the Front Office team and leading by example
• Create an environment for all team members to consistently deliver Delta’s Key Service Standards
• Work closely with the Training Coordinator to ensure all employees receive on going training
• Contribute to regular coaching sessions with team members regarding performance & standards of behaviour
• Conduct 30/90 day reviews
• Assist with scheduling, training and career development of team members
• Prepare for upcoming groups and monitoring business to ensure appropriate staffing levels
• Work closely with other departments to ensure exceptional service

Qualifications:

• Front Office experience is required
• A valid driver’s license is required 
• Supervisory experience is an asset
• Must be approachable, open-minded and possess excellent listening skills
• Must possess the skills to tactfully and quickly resolve and defuse guest concerns and ensure the appropriate follow up
• Proven ability to effectively handle stressful situations and be receptive to change and increased demands
• Demonstrated ability to train, motivate and develop team members through own experience and passion for customer service
• Sound knowledge of MS Office applications, including Word and Excel and property management systems (OPERA a definite asset) 
• Experience in a unionized environment an asset
• Post Secondary diploma/degree in Hospitality Management program or related discipline an asset

Email Address: keicarter@deltahotels.com
Fax: 902-420-6534