Assistant Front Office Manager

We are looking for an Assistant Front Office Manager to join our team!

If you are a person who enjoys leading a team, a dynamic work environment, socializing with people, and values organization, this is the perfect job for you!

Job Description

The Assistant Front Office Manager will support the Rooms Division Manager in overseeing the daily operations of the Front Office area. The ideal candidate will have exceptional customer service skills, strong leadership abilities, and a keen eye for detail. This role requires effective communication skills and the ability to multitask in a fast-paced environment. The Assistant Front Office Manager will play a key role in ensuring guest satisfaction and maintaining the smooth operation of the Front Office department. We commit to giving you the training, tools, support, and feedback required to be successful; achieving excellence is up to you.

Key Focuses

• Is visible in operations throughout the day, supporting quality first impressions at the front office, lobby, and guest entrance.
• Assists with managing day-to-day operations of the Front Office area, including guest check-in and check-out processes, reservations, and inquiries.
• Provides exceptional customer service to guests, addressing any concerns or issues in a professional and timely manner.
• Supervises Front Office employee and provides guidance and support as needed.
• Mentors and trains new Front Office employees in company policies, procedures, and customer service standards.
• Ensures front office employee adhere to all company policies and procedures, including safety and security protocols.
• Handles escalated guest complaints or issues, resolving them to the satisfaction of the guest and the company.
• Assists in managing room inventory and reservations, maximizing occupancy and revenue.
• Collaborates with other departments, such as housekeeping and maintenance, to ensure seamless guest experiences.
• Assists in conducting performance evaluations for Front Office employee's and provides feedback for improvement.
• Maintains accurate records and reports related to Front Office operations, such as occupancy rates and guest feedback.

Experience/Passions/Education

• Previous experience in Front Office or Housekeeping with at least 1 year of experience in leadership capacity.
• AB Driver's License, Class 4 license.
• Clean Drivers Abstract for the past two years is required.
• Strong leadership abilities with a proven track record of leading and motivating a team.
• Proficiency in English.
• Tech-savvy. Light Speed PMS experience is an asset.

Working Conditions

This position may include dayshift, afternoon, or evening shifts any day of the week or weekend and the occasional night audit shift if needed. This position will require long periods of standing and may require lifting to 30 lbs. and bending. There may be periods of independent work and brief periods of exposure to cold air due to the location of the front desk. This position may occassionally require you to drive a shuttle.

About Westin

At Westin, we understand each guest is unique; hence, we customize care and attention to create a personalized and distinctive experience. We believe in proactively meeting guest needs and not just reactively. We inspire associates to tap into their intuition to anticipate guest's every desire. At Westin, we offer our guests countless opportunities to maintain their well-being while restoring a sense of control so that they leave feeling better than when they arrived.