Assistant Rooms Division Manager at Hilton Whistler Resort & Spa – Whistler, British Columbia

WHY WORK FOR HILTON WHISTLER RESORT & SPA?

At Hilton Whistler Resort & Spa we’re passionate about creating exceptional guest experiences. Not just through outstanding service, but by creating heartfelt experiences that guests will remember long after their stay. We believe that when our team members thrive, so does our hospitality. That’s why we foster a workplace where growth, inclusion and recognition are a part of everyday life. Join a team where your passion for hospitality is valued, your attention to detail makes a difference, and your career in guest service can flourish.

As an Assistant Rooms Division Manger, you will receive the following benefits:

Life & Leisure Program – Incentive paid out every day that you work!Extended Health Benefit PlanRetirement Savings ProgramsComplimentary MealsFree On-Site Staff Parking50% Discount at Cinnamon Bear RestaurantParticipate in Hilton’s Team Member Travel ProgramEducational Assistance Program - Take courses that will assist with your career development

PURPOSE

Assists with the daily operation of either the Front Office or Housekeeping department. Works closely with the Rooms Division Manager and Director of Rooms to ensure the delivery of prompt and professional service as well as adhering to all appropriate guest key service standards. Requires quick and innovative skills as a problem solver to resolve a broad range of challenges presented in the role of Manager in the absence of a higher authority. Is responsible for responding to emergency and conflict situations, including fire alarms, First Aid, guest complaints, and security issues.

PRIMARY DUTIES

Conduct pre-shift briefings and ensure smooth execution of daily Front desk operations:

Make final decision on room allocation, up-selling, relocations, and walk-in sell rates, effectively managing Hotel inventory in the absence of the Front Office Manager.Responsible for the assignment of rooms on a daily basis ensuring a fair and equitable rotation of all room assignments.Look for reservations that could potentially have challenges and proactively set up recovery optionsMonitor staffing levels and adjust if necessary due to changes in forecasted occupancy or absent line team members.Make informed decisions on room allocation based on requests, knowledge of room amenities/types and availability.In conjunction with the reservations department, determine up-sell and walk-in sell strategies based on available inventory and/or current rack rate, effectively managing hotel inventory in the absence of the Front Office Manager.Ensure that all Guest Services Agents, Bell persons, Concierge, and the Audit team’s administrative tasks are being effectively completed on a daily basis. This includes all Finance procedures (E.g. postings, adjustments, refunds, cash-outs) as well as the completion of position specific checklists.Balance and sign off on all Front Office floats daily. Teach, review, and modify when necessary financial procedures for respective division.Daily review all anticipated activities in the Hotel including meetings, conferences, banquets and in-house functions.Monitor the Manager on Duty phone extension and voicemail to ensure all guest concerns are being addressed in a timely fashionChair the Daily Operations meeting and conduct around the table commentary as a means of interdepartmental communication.Coordinate Sales Site rooms with the assistance of Sales Coordinator and Housekeeping Supervisor.Monitor all Maintenance Out of Order/Service rooms ensuring accurate levels of availability.Ensure proper breaks for Front Office team members are implemented and cover positions if necessary.Conduct Security rounds. Inspect all public areas for appearance and condition. Look for areas that have accident potential and note any deficiencies. Ensure all elevators are operational, lighting levels on property are appropriate; temperature levels are comfortable, potential trouble zones (snow, water) are eliminated. Record all findings and alert proper Department Heads critical to the operation of that department.Pass over to relieving Supervisor any ongoing issues that will impact Front office procedures including guest compliments and complaints, and guest or team member’s accidents or incidents.

Complete work assignments in a timely and efficient manner:

Responsible for Comment Card input reporting, tracking, and feedback.Monitor and execute weekly schedules for Front Desk, Switchboard, and Night Audit based in forecasted occupancy levels and previous flow experience after approval of the Front Office Manager.Accurately track and record incentive walk-ins and up sells and communicate these sales results monthly to the Front Office team.Run monthly meetings for Guest Service Agents, Switchboard, Bell, Concierge and Night Audit teams on a rotational basis. Follow up with minutes for these meetings and forward to Human ResourcesReview and perform Group bucket checks per shift

Responsible for all matters involving guest and team members concerns in the absences of upper management:

On shift Fire Captain. Take Charge of the Fire panel and as Captain Delegate and distribute tasks as necessary.On shift First Aid attendant. Follow all Emergency Procedures. Coordinate Police, Fire and Ambulance assistance as necessary.Respond to all guests that provide a SALT review card.Respond to all guest complaints with empathy and creative solutions to provide ultimate guest satisfaction.Act as a resource for all service associates (e.g. F&B service team members) when addressing service/guest issues/standards throughout the Hotel.Responsible for initiating performance management with the assistance of the Front Office Manager.

Is a role model for all line team members by following company policies and procedures and is able to effectively communicate this to all hotel team members:

Contribute an energetic and positive attitude to the hotel atmosphere.Lead by example in upholding service standards.Contribute to the successful organization and morale of the Front Office department.Represent the Hotel, Management, and self in a mature professional manner.Is supportive of creativity and innovation, and maintains a high level of professionalism and quality service.

In our commitment to provide a selection process and work environment that is inclusive and barrier free, accommodation will be provided in accordance with the Canadian Human Rights Code. Any special accommodation needs required in order to allow you to participate in the hiring and employment process to your full potential can be arranged in advance by contacting the Hiring Manager to arrange reasonable and appropriate accommodation.