Assistant Front Office Manager - FT - Chelsea Hotel - Toronto

About Langham Hospitality Group

A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.

As Canada's largest hotel with 1,590 guest rooms, and the friendliest Hotel in Toronto, the Chelsea Hotel, Toronto, is centrally located and just steps from the city's best shopping districts, world-class theatres, vibrant nightlife, and exciting attractions. A full-service urban resort, the Chelsea Hotel has room types to suit everyone, and the hotel offers different dining options, separate adult and family recreation areas and pools – including the "Corkscrew" - downtown Toronto's only indoor waterslide. As a premier family destination, the hotel offers a full range of services including the cove, hive & workshop. The Chelsea Hotel, Toronto is an independent property as part of the Langham Hospitality Group’s international portfolio of hotels and resorts. The Chelsea is proud to be honoured with the Accessible Tourism Award with the Travel Industry Association of Ontario and the Humanitarian Award with the Hotel Association of Canada.

Purpose

Provides leadership and direction for Front office /Brilliant Colleagues, ensuring that the service standards and policies of Chelsea Hotel are met. Reporting to the Front Office Manager, the Asst. Front Office Manager promotes a positive morale among the Front Office /Brilliant Team. The Asst. Front Office Manager is also responsible for the day to day operation of the Front Office /Brilliant Desk to ensure that all necessary control systems are in place to maximize positive guest experience.

Principal Responsibilities

MyGuest
• Manages the arrival and departure activities of main desk, Brilliant desk, airline desk, tour desk, while maximizing CSI scores.
• Ensure the prompt follow-up and any resolution of any guest concern.
• Promotes a positive work environment consistent with Chelsea Values.
• Monitor CSI scores by reviewing comment card results.
• Controls daily distribution of rooms and ensures a supply of clean rooms are available for guests at check in.
• Monitors co-ordination of group and convention check-ins and check-outs.
• Cover Guest Service Manager shifts as needed

MyProduct
• Review front office procedures and processes in order to assess and improve guest service levels. Making recommendation for changes where needed.
• Monitors hotel status on the day of arrival to determine room availability and sell rate.
• Respond to fluctuation in business volumes by increasing & decreasing staffing levels to adapt to changing hotel needs.
• Respond to any emergency calls as needed, including fire or medical emergency
• To know and understand Chelsea Hotels standards
• Actively communicate within the Front Office, and to all other departments, any updates to the program and to ensure all new colleagues are aware of the program.

MyColleage
• Ensure that daily information is properly communicated to all front office colleagues through the use of white boards, Opera log book, emails, memos and shift briefings.
• Maintains communication with housekeeping, reservations, guest services, security, engineering, food and beverage, accounts receivable & credit departments to ensure guest needs are being serviced.
• Conducts performance reviews of guest service agents, status control, group tour agents, airline agents.
• Participates in the career development of front office colleagues.
• Provides effective feedback to guest service agents through coaching, discipline and effective feedback.

MyChelsea
• Monitors selling of room types and daily rates to effectively fill the hotel and maximize revenue.
• Ensures reservations are accommodated in a full house situation or arranges alternate accommodation (Walk).
• Prepares schedules for Front Office, Brilliant desk, tour desk and status control based on arrivals, departures and house count.
• Manage payroll by evaluating scheduled staffing levels.
• Health and safety guidelines are followed in the work place.
• Complies with Hotel policies and procedures.
• Performs other tasks as assigned by management.

Academic and Working Qualifications

Working Experience
• Previous front desk experience, previous supervisory experience.

Knowledge
• Understanding of Opera, Iris and Microsoft Office.

Education
• Post secondary education.

Soft Skills
• Proven customer service skills and experience

Physical Requirements
• Ability to sit and/or stand for extended periods.
• Ability to work a variety of shifts.
• Ability to use standard computer equipment.

The Chelsea Hotel, Toronto is committed to providing a fair and equitable work environment and encourages applications from qualified women, men, visible minorities, aboriginal peoples and persons with disabilities. As per the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA), Chelsea Hotel, Toronto will accommodate the needs of applicants with disabilities throughout all stages of the selection process. If you need accommodation during the recruitment process, please advise your Talent Acquisition representative.

For more information about the property, please visit: https://www.chelseatoronto.com/en/