Full job description

What’s in it for you:

Are you ready to lead with purpose and elevate guest experiences to world-class standards? Join our team as an Assistant Front Office Manager and become a driving force behind exceptional service and seamless operations.

What your day will look like:

• Lead our front office team and maintain a level of professionalism according to the standards set forth by the Westin Wall Centre, Vancouver Airport Hotel and Marriott Hotels and Resorts.
• Maintain guest satisfaction by dealing with guest concerns both in person and by correspondence.
• Promote the Marriott Bonvoy Loyalty Program, motivating agents to continually enroll guests and achieve monthly goals set by the Director of Operations.
• Respond and adhere to emergency procedures by ensuring the smooth response and coordination of appropriate departments during all emergency situations, training associates in hotel emergency response procedures, and following up on all deficiencies found during emergency situations.
• Train and develop all front office associates to help them reach their potential.
• Ensure friendly and efficient guest registration, check out and telephone service.
• Direct and train both Guest Service Associates and Guest Experience Associates. Assist in new hire and ongoing training. Assist with associates’ evaluations both monthly and annually.
• Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of the room assignments. Review the daily room availability and inform other team members.
• Balance the house and blocking rooms according to the standards set forth by Marriott and the Westin Wall Centre, Vancouver Airport Hotel.

Your experience and skills include:

• Previous experience as an Assistant Front Office Manager; or have a minimum of 2 years of experience in a supervisory role in a comparably sized and upscale hotel setting.
• Must have excellent working knowledge in LightSpeed or similar PMS/hotel system experience an asset.
• Fluency in Microsoft Office.
• Excellent communication and guest service skills are required.
• Must be able to speak, read, write and understand English, a second language is an asset.
• Walking and standing for long periods of time occasionally required; you must be able to exert a well-paced mobility to get to other departments in the hotel on a timely basis.
• Must be able to work longer than 8 hours if needed.
• Must be able to lift up to 40 lbs. occasionally.
• Scheduling flexibility including the ability to work overnight shifts.
• Must hold a class 5 British Columbia driver’s license and clean drivers abstract.
• Diploma or certificate in Hotel and Restaurant Management or the equivalent is an asset.
• Must be eligible to work in Canada. Valid Work or Study Permits – 1 Year Minimum Validity.