Franchised Front Office Manager

Job title: Franchised Front Office Manager

Job description: Posting Date May 27, 2021
Job Number 21052720
Job Category Rooms & Guest Services Operations
Location Sheraton Suites Calgary Eau Claire, 255 Barclay Parade SW, Calgary, Alberta, Canada
Brand Sheraton Hotels & Resorts
Schedule Full-Time
Relocation? N
Position Type Management
Located Remotely? N

Additional Information: This hotel is owned and operated by an independent franchisee, Fairmont Hotels & Resorts. The franchisee controls all aspects of the hotel’s employment policies and practices, including the selection and hiring process. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International.

JOB SUMMARY

Front Office Manager

First impressions are crucial to ensuring that guest experiences exceed expectations. Overseeing the Front Desk and Guest Services teams, this role will ensure smooth arrival and departure experiences for all guests while providing an outstanding employee experience for team members.

Hotel Overview: Connected to Calgary’s towers and situated on the banks of the Bow River, experience impeccable service inspired by our western roots. Life balance is our passion; step out and run the river, play in the park; “Our backyard is better than yours.” The Sheraton Suites Calgary Eau Claire is a unique hotel that is managed by Accor, under the Fairmont brand, and operates as a franchised Marriott property. This offers exclusive exposure to many stakeholders, brands, tools, and systems.

Summary of Responsibilities:

• Reporting to the Director, Rooms, responsibilities and essential job functions include but are not limited to the following:
• Consistently offer professional, engaging and friendly service.
• Lead and manage the daily operations of the Front Desk and Guest Services departments.
• Ensure the guest experience is seamless, efficient and courteous for each individual.
• Operate according to the policies, procedures, quality standards and services established by the management team.
• Perform Manager on Duty shifts on a regular basis.
• Address guest, colleague or the public calmly and professionally in any and all crisis situations.
• Ensure the department provides outstanding service to drive the Hotel’s guest satisfaction scores, while using a teamwork mindset.
• Coach, develop, train and drive the performance of all team members, including the Front Office leadership team of Assistant Front Office Managers.
• Monitor and address performance through ongoing feedback, both positive and constructive, as well as corrective actions when necessary.
• Work closely with other departments to ensure the smooth management of operations through preparation and follow-up.
• Ensure training of employees is completed as needed and on an ongoing fashion to ensure all team members have the necessary skills to perform their duties effectively.
• Effectively communicate to implement new policies/procedures for the Front Desk and Guest Services departments.
• Ensure room assignments and guest preferences are completed effectively.
• Drive guestroom upsell program through creative initiatives and ongoing training and development with team members.
• Achieve or exceed labour productivity and expense management targets through diligent review.
• Ensure emergency response by Front Office teams is appropriate, sufficient and documented as needed.
• Ensure a safe working environment for all staff members.
• Maintain all Front Office standards & coach employees on meeting our standards.
• Stay current with industry/competitive trends to make recommendations for improvement.
• All other duties as assigned.

JOB REQUIREMENTS

Qualifications:

• Minimum 2 years of leadership experience in a full service hotel is required.
• Computer literate with knowledge in Microsoft Office.
• Ability to work a variety of shifts with a flexible schedule (i.e. weekend coverage, AM/PM shifts, etc.).
• Degree or Diploma is hospitality or a related field is an asset.
• Previous experience with Property Management Systems, specifically Lightspeed, is an asset.
• First Aid certification or previous knowledge/experience with health & safety/first aid is an asset.
• Results oriented, positive, service driven with a sense of urgency and ability to prioritize.
• Excellent communication skills, both written & verbal, as well as strong interpersonal skills.
• Proven ability to problem solve while being proactive and flexible problem solver, who is confident, energetic, flexible and proactive.
• Focused on teamwork, with the ability motivate team members with confidence and energy.
• High level of attention to detail with the ability to meet deadlines.

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

This company is an equal opportunity employer.

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Company: Sheraton

Expected salary:

Location: Calgary, AB

Job date: Fri, 28 May 2021 23:52:25 GMT