Job Description

General Information

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Country/Region

Canada

Province/City

Vancouver, B.C.

Location

Rosewood Hotel Georgia

Department

Rooms - Front Office

Job Type

Full-time Permanent



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The Assistant Front Office Manager/Guest Relations is responsible for the management of all aspects of the Front Desk functions and coordination of guest relations of all aspects of VIP guests in accordance with hotel standards. Directs, implements, and maintains a service and management philosophy which serves as a guide to respective staff.

Responsibilities:

\xc2\xb7 Maintain complete knowledge of, and comply with, all Company and department policies, service procedures and standards.

\xc2\xb7 Ensure that current information on rates, packages and promotions is available at the Front Desk and that staff are knowledgeable on such information.

\xc2\xb7Cover Relief Night Manager shifts when needed.

\xc2\xb7 Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.

\xc2\xb7 Handle all guest concerns, issues, inquiries and complaints as needed.

\xc2\xb7 Ensure that staff report to work as scheduled; document any late or absent employees.

\xc2\xb7 Conduct pre-shift meeting with staff and review all information pertinent to the day\'s business.

\xc2\xb7 Coordinate breaks and work duties for staff.

\xc2\xb7 Constantly monitor staff performance in all phases of service and job functions; rectify any deficiencies with respective personnel.

\xc2\xb7 Monitor and ensure that all cashiering procedures comply with accounting policies and standards.

\xc2\xb7 Relieve the Night Manager of their duties on their days off.

\xc2\xb7 Perform all other duties as required.

Qualification Standards:

Education: High School Diploma required

Experience: Minimum two years\' experience in Front Desk operations and minimum 2 years\' experience in Guest Relations, preferably in a luxury or ultra-luxury hotel.

General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest\'s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

Technical Skills: Familiarity with yields management and cost controls; ability to perform job functions with attention to detail, speed and accuracy, prioritize and organize, be a clear thinker, remaining calm and resolving problems using good judgment, follow directions thoroughly, understand guest\'s service needs, work cohesively with co-workers as part of a team, work with minimal supervision, maintain confidentiality of guest information and pertinent hotel data, ascertain departmental training needs and provide such training, direct performance of staff and follow up with corrections when needed, input and access information in the property management system/computers/point of sales system.

Language: Required to speak, read, and write English, with fluency in other languages preferred.

Physical Requirements: Must be able to exert physical effort in transporting 30 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

About Us

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Following its debut in the Roaring \'20s, the legendary Hotel Georgia came to be known as Vancouver\'s most historic and elegant retreat. When it first welcomed guests in 1927, the hotel brought unheard of luxuries to the young city of Vancouver and Canada\'s West Coast. And it wasn\'t just the local society set that made the hotel the heart of Vancouver; Louis Armstrong, Ginger Rogers, Frank Sinatra, Laurence Olivier, the Rolling Stones and the Prince of Wales all added to the mystique of this irreplaceable piece of history. Now unveiled as Rosewood Hotel Georgia, the fully restored Georgian Revival property has returned to its former grandeur with additional elegance afforded by extensive amenities and the impeccable service of Rosewood Hotels & Resorts. From the painstaking restoration of Old World craftsmanship to the addition of the most luxurious furnishings and latest technology, Rosewood Hotel Georgia offers an unmatched combination of legacy and luxury - a return to the golden age of hotel travel.

Rosewood Hotels & Resorts