Job Description

The Assistant Front Desk Manager is at the helm of Hastings House's Front Desk Team. The Assistant Front Desk Manager directly supervises all Front Desk Agents to ensure proper completion of all front office duties, such as completing telephone reservations, online reservations, creating guest welcome letters, opening procedures and end of day tasks, offering a welcoming and efficient check-in and check-out process, monitoring and ordering gift shop inventory, et cetera.

As Assistant Front Desk Manager, you should combine a pleasant personality with a dynamic professional attitude to supervise and lead our team. Our ideal candidate can deal efficiently with guest concerns and has a solid customer service approach.

Ultimately, you should be able to ensure our front desk provides professional, friendly and timely service to our guests.

Responsibilities:

Supervisory Role:

Participate in the selection of front desk and office personnel Train, cross-train, and retrain all front desk and office personnel Schedule the front desk personnel Supervise workload during shifts Evaluate job performance of each front desk/office employee and prepare a report Maintain working relationships and communicate with all departments Ensure implementation of all hotel policies and house rules, including cash-handling policies. Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers, and other employees. Approve bi-weekly time sheets for front desk employees.

Administrative Role:

Ensure keys are in stock and working well and aligned with master keys Verify accurate room status on all platforms. Work within the allocated budget for the front office to order front office supplies in a timely manner. Maintain an organized and comprehensive filing system with documentation of purchases, schedules, and reports. Answer comments and concerns on Guest Folio and those sent by email

Front Desk Role:

Verify cash outs and deposits at the end of each shift and/or ensure agents check and sign-off on batch close. Conduct regular scheduled meetings of front office personnel. Wear the proper uniform at all times. Require all front office employees to wear proper uniforms at all times. Uphold the hotel's commitment to hospitality. Resolve guest problems quickly, efficiently, and courteously. Coordinate Gourmet and Romance packages to ensure guests receive all inclusions. Perform weekly quality control on all guests' extra services, such as spa, dining, shuttle. Review Front office logbook and guest feedback forms on a daily basis. Confirm room inspections in conjunction with housekeeping. Work certain shifts each week as a front desk agent. Perform other duties as requested by management.

Requirements:

Proven work experience as an Assistant Front Desk Manager, Guest Services Manager, or Reception Manager Experience with hotel reservations software. Knowledge of WebRezPro is a plus. Excellent written and verbal communication skills Thorough knowledge of customer service, office management and basic bookkeeping procedures Solid knowledge of MS Office, particularly Excel and Word Attention to detail and problem-solving skills Strong organizational skills with the ability to multi-task

Benefits:

Excellent remuneration relevant to experience

Extended health benefits program available after three months of employment

Newly renovated staff housing available at a subsidized rental rate within walking distance to the hotel

Room for advancement and career development

Job Type: Full-time

Pay: From $23.00 per hour

Expected hours: 40 per week

Benefits:

Dental care Extended health care
Ability to commute/relocate:

Salt Spring Island, BC: reliably commute or plan to relocate before starting work (required)
Work Location: In person