Company Description
Reporting to The Director, Rooms, The Director, Front Office is responsible for leading the day-to-day Front Office operations and ensuring consistent, 5 star luxury service is provided to our guests at every interaction point. The Director, Front Office will be a key individual leading the Assistant Front Office Managers as well as all Front Office colleagues.
Job Description

YOUR EXPERIENCE AND SKILLS INCLUDE:

• Minimum of 5 years’ experience in rooms with a solid foundation in Front Office operating systems
• Highly organized, results-oriented with the ability to be flexible and work well under pressure
• University degree or College diploma in Hospitality Management preferred
• Leadership experience, including experience in training & developing teams, implementing best practices to consistently be creative & innovative; within a union environment preferred
• Knowledge of Property Management System an asset, Opera Cloud knowledge preferred
• Desire to provide phenomenal guest experiences, a passion for quality, and attention to detail
• Successful track record in professionally addressing & resolving difficult and challenging issues at all levels
• Excellent communication skills both written and verbal
• Flexibility to work additional hours as required; including shift work, weekends, public holiday
  Additional Information

• Leading the Front Office teams (Front Desk, Guest Services and Royal Service) in the daily operational duties, with the support of the Front Desk Manager, Guest Services Manager and Royal Service Manager
• Assist DOR in executing Rooms Division goals including colleague engagement, guest satisfaction, loyalty program enrollment and management and upsell revenues.
• Ensure appropriate training for colleagues is fulfilled
• Observe colleagues’ productivity, providing constructive feedback, coaching, and recognition when applicable
• Ensure guest satisfaction at all times by ensuring that safety and service is always the first priority.
• Overlook guest complaints, resolutions and concerns raised.
• Support as Manager on Duty, serving as a resource to all departments to ensure a smooth overall operation of the hotel in the absence of other managers.
• Overlook the daily operations including arrivals and departures to ensure a smooth operation and the highest level of guest satisfaction.
• Assist with Front Office labor planning, ensuring effective scheduling of colleagues in line with labour standards and business needs.
• Review and approve payroll daily.
• Assist with ALL Loyalty program to promote enrollment, perfect arrival standards, ensure daily reconciliation/audit, and colleague training.
• Act as a point of contact for VIP & regular guests by assisting with reservations & rates, group arrivals and site inspections as required.
• Meet and Greet VIP’s, escort to room and follow up on the comfort of their stay as required.
• Ensure the lobby/entrance is in peak condition at all times to ensure music, lighting, scent, cleanliness and maintenance are in line with hotel image and the time of day.
• Prepare for and attend daily ops meetings.
• Ensure effective and timely communication among all departments and throughout the hotel through weekly/monthly departmental communication meetings.
• Actively promote a safe work environment and ensure all colleagues within Front Office have a working knowledge of all emergency procedures.
• Member of the Emergency Response Team.
• Ensure adherence of hotel policies and standard operating procedures for each department.
• All other duties as assigne