Assistant Front Office Manager in Whistler, British Columbia at Pan Pacific Whistler

JOB DESCRIPTION:

The Assistant Front Office Manager is responsible for overseeing the daily operations of the Front Office Department, ensuring exceptional guest experiences, maintaining operational standards, supporting team development, and driving departmental performance in alignment with hotel standards and objectives.

KEY RESPONSIBILITIES:

• Manage the front office team in their completion of daily tasks/checklists.
• Maintain and implement as necessary the SOP's and undertake regular monthly audits and review to ensure standards are being met.
• Supervise & manage the areas of the Guest Experience including the "Welcome", "In-House", "Departure" and processes and maintain a high level of guest satisfaction.
• Assist in training new associates.
• Perform all duties assigned to Duty Managers and the Guest Service Associates.
• Ensure & maintain the cleanliness and presentation of the lobby and lounges at all times.
• Perform tasks as assigned by the Director of Operations or FOM.
• Create a variety of reports for other departments. Ensure reports are effective and accurate.
• Resolve guest and employee complaints. Keep Director of Operations informed of any risk or opportunity in relation to the any experience or interaction.
• Maintain a high standard of customer relations/customer service within Guest Services.
• Maintain professional internal/external guest service: smiles, creates eye contact and uses employee/guest names.
• Develop and maintain a high level of communication relating to business opportunity between the Night Audit team and other operational departments. Maintain open and constant communication with other departments.
• Facilitate communication of internal and external events to hotel team.
• Guide and counsel Associates to correct nonstandard behaviour/performance and promote improved productivity.
• Ensure regular communications meetings are held with Night Audit associates. Include associate performance appraisals and introducing revising SOP's as necessary.
• Maintain all systems and procedures as they relate to VIP Arrivals are being met and ensure Associate resources are scheduled to adequately provide service levels to the PPHG standard.
• Ensure all floats and cash handling procedures are adhered to within company standards and ensure the overall protection of the company's revenue. Adhere to company credit policies to ensure all revenue expected will be received.
• Ensure and maintain the cleanliness, presentation, and overall appearance of the hotel, Front Office areas, and all Front Office associates (including Valets) at all times, in accordance with PPW standards.
• Work collaboratively with other departments to ensure the safety and well-being of staff and guests during emergency situations, while maintaining a safe working environment at all times.
• Ensure guest relations and service standards are consistently maintained at the highest possible level.
• Foster a welcoming and positive guest experience by ensuring associates are professional, approachable, and guest-focused. Promote a strong guest-centric culture through initiatives such as the “Make a Guest Day” program and empower associates to make decisions in the best interests of both guests and the hotel.
• Identify, encourage, and implement opportunities for continuous improvement and operational efficiencies within the Front Office department.
• Maintain and update Front Office Training and Development Plans for all positions to support associate growth and operational excellence.
• In the absence of the Front Office Manager, assume responsibility for the successful operation of the Front Office Department, including but not limited to scheduling, payroll completion, purchasing, recruitment, performance management, and achievement of hotel performance goals.