ABOUT THE JOB

When you take a position with us at the Four Points by Sheraton and Element by Westin Edmonton West, you are getting the joys of operating at two hotels in one building.
The Director of Front Office sets the tone for the guest experience at the hotel. This position works independently to handle decision-making and coordinates the activities handled by the Front Desk including Night Audit. As a leader, this position mentors employees, providing support, direction and training for the Front Desk and Guest Services team. This role effectively manages the functional areas, appropriately scheduling, coordinating, budgeting and implementing programs to support or enhance service excellence and promote a commitment to a positive guest experience.

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
• Knowledge of Light Speed Property Management & Marriott Systems an asset

· Proven success in managing multiple departments and leading large teams in high-touch service environments.

· Strong knowledge of hotel operations, financial planning and service delivery systems

• 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

Our hotel properties are a shared responsibility for the entire team, and as such, this position may perform other general duties as required. Our main goal is to create a positive culture that our managers and team members all enjoy, so we can ultimately build a great atmosphere for our guests.
We look forward to you joining our Team!
Job Types: Full-time, Permanent

Benefits:

• Extended health care
• On-site parking
• Paid time off

Work Location: In perso

• 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
• Handle 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
• 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
  · Collaborate with Engineering on room readiness, maintenance, and inventory management
  · Monitor guest service metrics and identify trends to implement improvements across all touchpoints
  · Lead service recovery efforts, ensure guest issues are resolved effectively and follow up to ensure long-term satisfaction

· Ensure all departments are aligned with service expectations, appearance standards, and the brand’s commitment to excellence

• 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 assigned