Assistant Front Office Manager

at  Brookstreet Hotel Corporation

Looking for employment and want to stay ahead of the competition? Do you want to work for a place that knows how to work hard AND have fun? If you’re ready to break the bonds of chain-affiliated hotel regimes and achieve service excellence, Brookstreet is the place to be! This 276 room luxury hotel is located in the heart of Ottawa’s high tech community and is guaranteed to offer unique experiences for guests and employees alike. Are you ready to break the bonds of typical chain-affiliated hotel regimes and drive innovation in your area of expertise?

POSITION OVERVIEW:

Reporting to the Front Office Manager, the Assistant Front Office Manager plays a vital role in delivering exceptional guest service and maintaining high standards across all Guest Services positions. This role also provides operational support and direction as needed.

QUALIFICATIONS:

• Experience: Minimum of 3 years in supervisory or management roles within Front Office operations, preferably in a hotel setting.
• Availability: Flexible to work shifts, including weekends, evenings, overnights, and holidays
• Education: A university degree or college diploma in Hotel Management is a valuable asset.
• Technical Skills: Proficient in Property Management Systems, with a strong emphasis on Opera Cloud considered a plus. Competency in Microsoft Word and Excel is required.
• Financial Skills: Demonstrated experience in cash and float handling.
• Leadership: Exceptional leadership and coaching abilities, with a proven record of developing and motivating Front Office professionals focused on career growth.
• Guest Service: Strong orientation towards guest service and a background in training.
• Communication: Excellent written and verbal communication skills are essential.
• Organizational Skills: Highly organized, results-oriented, and able to manage multiple tasks while maintaining composure under pressure.
• Certification: Must possess Smart Serve certification (Manager on Duty requirement).
• Language Skills: Bilingualism in French and English is an asset.

• Coordination: Supervise Guest Services Partners, Valet Partners and Star Service Partners to ensure seamless operations and optimal guest satisfaction.
• Professionalism: Maintain a high level of professionalism in all aspects of job performance.
• Feedback Management: Actively seek guest feedback and resolve issues in accordance with Brookstreet Hotel’s Standard Operating Procedures (SOPs) and philosophy of partner empowerment.
• Guest Interaction: Respond to guest feedback and comments through online tools and real-time interactions.
• Coaching and Mentorship: Mentor partners and foster an environment that encourages job fulfillment and career development within Brookstreet Hotel.
• Performance Meetings: Conduct Partner Performance Connection Meetings and Connection Meetings to facilitate growth and development.
• SOP Updates: Responsible for updating department SOPs and training manuals.
• Operational Leadership: Lead daily operations, strategizing the arrival and departure processes for hotel guests.
• Department Meetings: Collaborate with the Leadership Team to facilitate departmental meetings.
• Revenue Management: Maximize room revenue by coordinating with Reservations to maintain rate and inventory integrity.
• Group Business Oversight: Review and ensure that details of conference resumes are met, acting as a liaison with conference conveners.
• Special Requirements: Review arrival reports and VIP lists to ensure all special requests are met or exceeded.
• Crisis Management: Understand and implement all emergency procedures, ensuring guest safety is prioritized by all staff.
• Manager on Duty: Perform Manager on Duty responsibilities as required.
  Brookstreet is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin. Brookstreet Hotel welcomes and encourages applications from candidates with disabilities, to support the Integrated Accessibility Standards, Ontario Regulation 191/11 for the Employment Standards set forth under the Accessibility for Ontarians with Disabilities Act, 2005. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you require accommodations and/or a copy of these documents in an alternate format for reasons related to a disability, please contact our Casting Department (Human Resources) at 613-271-3592. To review our AODA IASR Employment Policy please contact the Casting department