Assistant Front Office Manager

Assistant Front Office Manager

Rosewood Hotel Georgia

CA $60,000.00/yr - CA $65,000.00/yr

DIVISION: Front Office

REPORTS TO: Front Office Manager

Rosewood Hotel Georgia combines the grandeur of the Roaring Twenties with contemporary design in the heart of Vancouver. First opened in 1927, the legendary award‑winning hotel has been meticulously restored to its place as one of the most prominent hotels worldwide. Providing a flawless combination of legacy with luxury, Rosewood Hotel Georgia features 156 guestrooms and suites, award‑winning dining, and Sense, a Rosewood Spa – the only 2‑Key Michelin‑rated hotel in Vancouver, Canada, and the only city hotel.

For generations, guests have indulged in Hotel Georgia’s charming ambience, remarkable service and landmark location.

Responsible for the management of all aspects of the Front Desk functions, in accordance with hotel standards. Directs, implements, and maintains a service and management philosophy which serves as a guide to respective staff.

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Ensure that daily payroll management procedures are submitted within deadlines and payroll paperwork is submitted on time for all departments; ensure staff adheres to the proper requisition process.
• Ensure occupational health and safety standards are maintained throughout the hotel and in compliance with local, state, and federal laws; follow up on items requiring actions from the Occupational Health & Safety Committee.
• Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times and resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Maintain complete knowledge at all times of hotel features/services, hours of operation, room types, rates, packages, promotions, house counts, group activities, and all departmental policies.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette; establish par levels for supplies and equipment; conduct requisitions to replenish shortages.
• Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts; coordinate breaks and assign work duties.
• Conduct pre‑shift meetings; inspect grooming and attire of staff; inspect, plan, and ensure that all materials and equipment are ready for service; monitor staff performance and rectify deficiencies.
• Monitor the hotel front entrance, check‑in/check‑out processes, communication logs, guest mail, express check‑outs, and cashiering procedures; ensure all cashiering procedures comply with Accounting policies and standards, including contracted banks, shortages/overages, petty cash, adjustments, postings, and closing reports.
• Assist Accounting in researching disputed charges and contact guests to explain disputes; assist staff with expediting problem payments; anticipate sold‑out situations and handle over‑booked or “walked” guests.
• Perform night audit & related accounting procedures and manage the front office activities during the overnight shift.
• All other duties as required.

• Experience:
  
  Minimum two years as a Front Desk Agent, preferably in a luxury or ultra‑luxury hotel.
• Education:
  
  High school diploma; some college.
• General
  
  Skills:
  
  Attention to detail, speed, accuracy, prioritisation, clear thinking, calm under pressure, problem solving, team work, minimal supervision, confidentiality of guest information, training of staff, and use of property management systems.
• Technical
  
  Skills:
  
  Familiarity with yield management and cost controls; proficiency in computer systems and point‑of‑sale systems; ability to train and supervise staff; understanding of departmental training needs.
• Required to speak, read, and write English; fluency in other languages preferred.
• Physical:
  Able to transport 30 pounds, perform various movements throughout the work areas, and communicate effectively with guests and co‑workers.

Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.

Mid‑Senior level

Full‑time

Other

Hospitality

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Richmond, British Columbia, Canada