Assistant Manager

What Will You Do?

You’ll be responsible for ensuring smooth running of Front Office daily operations while leading the team to maintain a high standard of service and create exceptional experiences for all guests.

• Leading Front Office Division & spearheading operational tasks of the property
• Champions the brand’s service vision for product and service delivery
• Be assertive. Communicate a clear and consistent message regarding departmental goals to produce desired results
• Take charge to make and execute the necessary decisions to keep the property moving forward toward achievement of goals
• Keep everything in check. Monitor and promote room rates, specials, and promotions at the property
• Say ‘NO!’ to trouble. Ensure full compliance to property operating controls, SOPs, policies, procedures, and service standards
• Managing profitability
• Use the left side of your brain to analyse service issues and identify trends
• Be a team player and work with the Rooms team to develop an operational strategy aligned with the brand’s business strategy and lead its execution
• Be sure to review and audit expenses
• Managing revenue goals
• Keep everything in check. Monitor Rooms operations sales performance against budget
• Be resourceful! Review reports and financial statements to determine Rooms operations performance against budget
• Lend a helping hand and support operations team to effectively manage occupancy and rate, wages, and controllable expenses
• Use your analytic skills to compare budget wages to actual wages, coaching direct reports to address problem areas and holding the team accountable for results
• Ensuring and providing exceptional customer service
• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer
• Show your team leadership by example. Deliver excellent customer service throughout the customer experience and encourage the same from other employees
• Keep up to date. Review guest feedback with leadership team and ensure appropriate corrective action is taken through various platforms (e.g., Trust U, OTA’s, TripAdvisor surveys, etc.)
• Be resilient. Coordinate and communicate event details both verbally and in writing to the customer and property operations
• Go above and beyond to create an atmosphere in all rooms’ areas that meets or exceeds guest expectations
• Be responsive. Always respond to and handle guest problems and complaints
• Be wise – use personal judgment and expertise to enhance the customer experience
• Don’t be Waldo – be easy to spot! Stay available to solve problems and / or suggest alternatives to previous arrangements, stay visible and interface with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction
• Don’t stop speaking until someone tells you to shut it. Constantly interact with guests to obtain feedback on product quality and service levels
• Get the best of both worlds. Work to continually improve customer service by integrating obtained feedback and personal judgment into action plans
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement
• Ensures that employees understand expectations and parameters for room duties
• Think out of the box. Facilitate the development of creative solutions to overcome obstacles and ensure implementation to continually improve guest satisfaction results
• Managing and conducting human resources activities
• Put yourself in there – get involved in interviews and hires of employees
• Keep everything safe and sound. Ensure employees are treated fairly and equitably
• There isn’t enough noise? Ensure regular, ongoing communication is happening in the Division (e.g., pre‑shift briefings, staff meetings)
• Fosters employee commitment to providing excellent service, participates in daily stand‑up meetings and models desired service behaviours in all interactions with guests and employees
• Remember that guests come first in everything we do. Incorporate guest satisfaction as a component of staff / operations meetings with an emphasis on generating innovative ways to continually improve results
• Be realistic and set goals / expectations for direct reports using the performance review process and holds staff accountable for successful performance
• Let them in! Solicit employee feedback, utilize an “open door policy” and review employee satisfaction results to identify and address employee problems or concerns
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard Operating Procedures (SOPs)
• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures (SOPs)
• Champions change, ensures brand and regional business initiatives are implemented and communicates follow‑up actions to the team as necessary
• Identifies talents of direct reports and their teams, and assists with their growth and development plans

Who Must You Be?

To successfully fill this role, you will have the right attitude, behaviours, skills, and values that follow

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions

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