IHG Assistant Front Office Manager - InterContinental Toronto Centre in Toronto, Ontario

Description:

Be yourselfand at the centre of it all. Located inthe heart of the entertainment and business districts in downtown Toronto,InterContinental Toronto Centre currently has an opening for an Assistant Front Office Manager. If you are passionate about hospitality andtake pride in offering exceptional service, we would love to have you be a partof the IHG team! Our colleagues continueto aim higher and show they care about our guests and each other to ensure weachieve our goal of creating great hotels guests love.

The Assistant Front Office Manager willAssist in managingall aspects of the front office areas which may include but is not limited toguest registration, bell services, concierge services, business center,telephone services, and guest reservations to ensure guest satisfaction andmaximize hotel profitability. Adhere toall brand standards and desk merchandising. Serve as Front Office Manager in his/her absence.

Provideyourself with room to grow. Visit ourwebsite atwww.torontocentre.intercontinental.comto learn more.

InterContinentalToronto Centre is an inclusive employer dedicated to building a diverseworkforce. We are committed to providingaccommodations throughout the recruitment and selection process for anyqualified applicants under the respective provincial human rights codes. Please advise the Recruiter to ensure youraccessibility needs are accommodated. Any information received relating to accommodation will be addressedconfidentially.

Qualifications

DUTIES AND RESPONSIBILITIES:

  • Assist in managing the day-to-day activities of the Front Office staff. Schedule employees to ensure proper coverage.
  • Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies. Alert management of potentially serious issues.
  • Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions.
  • Ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery gestures in order to ensure total guest satisfaction.
  • Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Assist in creating and implementing action plans to correct deficiencies.
  • Assist in monitoring and controlling labor costs and expenses, and achieving revenue and profitability goals.
  • Assist in maintaining procedures for security of monies, credit and financial transactions, and guest security. Check billing instructions and guest credit for compliance with hotel credit policy
  • Train appropriate staff on procedures for PBX to serve as a central communications point during emergency/crisis situations.
  • Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.
  • Interact with outside contacts:

  • Guests to ensure their total satisfaction

  • Regulatory agencies regarding safety and emergency matters
  • Other contacts as needed (professional organizations, community groups, local media)

  • May serve as manager on duty as required.

  • Perform other duties as assigned including assisting staff with their job functions during peak periods.

ACCOUNTABILITY:

This job is the second in command in Front Officeoperations in a large full-service, luxury, resort, or major flagship hotelwith an extensive range of facilities and services. Typically supervises front desk agents, and/orbell-persons, doorpersons, reservationists, concierge representatives, Instant Service,etc.

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Qualifications andRequirements:

EDUCATION:

Bachelor s degree in Hotel Management, Business Administration orrelated field plus two years front office/guest services experience includingsupervisory experience, or an equivalent combination of education andexperience. Must speak fluent English. Other languages preferred.

EXPERIENCE:

Two (2) years front office/guest services experience includingsupervisory experience, or an equivalent combination of education andexperience. Must speak fluent English. Other languages preferred.

Other:

  • Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company.
  • Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training.
  • Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
  • Problem solving, reasoning, motivating, organizational and training abilities are used often.
  • May be required to work nights, weekends, and/or holidays.

PHYSICAL REQUIREMENTS:

This job requires ability to perform the following:

Frequently standing up behind the desk and frontoffice areas

-{PS..0}->Carrying or lifting items weighing up to 50 pounds

Handling various objects

-{PS..1}->Use a keyboard to operate various propertymanagement and reservations systems, etc.

Job: Front Office Management

Location: ON-Toronto

Requisition ID: TOR001128