Front Desk Manager
The Josie Hotel, Autograph Collection
Experience the true soul exhilaration of living for today at The Josie, Autograph Collection. Proudly named Canada’s Best Ski Boutique Hotel (2019, 2020, 2021). The Josie welcomes you with mountains of amenities like outdoor cedar saunas, ski valet, modern fitness facility, indoor and outdoor event space, vibrant restaurant offering indoor and outdoor dining, and a boutique slopeside spa. The modern, architecturally unique 106-room hotel boasts true ski-in, ski-out access at the base of RED Mountain Resort in Rossland, British Columbia. Offering stylishly appointed guestrooms, studio suites, and one-bedroom suites, The Josie is the premier choice for families, powder chasers, and group getaways seeking exceptional service combined with boutique charm.
The Front Desk Manager leads the management and operation of all aspects of arrival, and departure experience for The Josie. Demonstrates the values and attributes of The Josie, Autograph Collection and ensures team members align with the values.
MAJOR RESPONSIBILITIES Leads the overall operation of all aspects of the guests’ arrival, stay and departure experience.
Maintains complete knowledge of and comply with all policies, service procedures, hotel standards, and corporate standards Develops, recommends and directs the operation, policies, procedures, plans and programs of Front Office Anticipates guests’ needs, responds promptly to guest requests, and acknowledges all guests, however busy and whatever time of day Maintains positive guest relations at all times Resolves guest complaints in a timely, professional manner, ensuring guest satisfaction. Provides support and coaching to all team members in guest interactions Maintains complete, up-to-date knowledge at of information pertaining to statuses of hotel room count, group arrivals, VIP’s, special events Provides leadership, coaching and performance management of all members of the Front Office team.
Plans and implements processes and procedures necessary to ensure effective associate relations, customer satisfaction and achievement of budgeted property revenues. Outlines clear performance expectations for each position within both departments Develops clear, concise training plans for all new associates that highlight the SOPs for each position in line with Josie guidelines and standards Oversees the daily operation of bell services, and front desk services, Assigns duties and work responsibilities to staff members; adjust work tasks, goals, and schedules throughout the week to meet the business demands. Assists staff with their job functions where needed to ensure an exceptional guest experience Monitors staff performance in all phases of job functions ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel Administers and oversees required employment practices such as performance management, hours of work agreements, proper coordination and administration of breaks, timecard/payroll approval and leave requests Ensures that assigned staff have reported to work and clocked in properly; documents any late or absent employees; document call offs and replace for any shift Motivates department associates to exceed goals and maintain a cohesive team Enforces all brand and property specific standards, policies, and procedures with associates. Develops supervisors’ leadership competencies to oversee the day-to-day operations including the opening/closing of shifts and appropriate handover (up to and including outstanding guest issues or reporting of guest issues)
Works with supervisors to prepare and distribute assignment sheets/checklists/expectations of daily duties to staff and review priorities for each shift Communicates additions or changes to the assignment sheets as they arise throughout the shift; supervisors advise of any inventory or resource issues (including staffing) Works with supervisory team and H&S representatives to provide a safe, hazard free work environment Works with supervisors to conduct monthly meetings, one-on-ones, probationary and annual performance assessments Collaborates with various department heads to develop and execute initiatives that enhance property offerings/services that will exceed the overall guest experiencer
Work with the Sales & Events team to facilitate group requests including, but not limited to transportation, room deliveries, special service, tours, valet services Work with Marketing Manager and F&B Manager on ideas to drive business to shoulder seasons Financial responsibility
Submits monthly forecasts and month end commentary on a timely basis Analyzes weekly, bi-weekly forecast to determine appropriate staffing levels Submits all work-related expenses in a timely manner Attends RevMax meeting with GM, DOS and DOF Analyze accounting records and data for operating costs Approve bills and invoices, statements, checks, budget data, employee transfers/promotions, training manuals/programs, work orders Compare and resolve discrepancies between: Actual costs and budget figures contracts, data and products with product standards Completes other duties as required.
SKILLS AND QUALIFICATIONS
Ability to prioritize, execute and organize work assignments, delegate responsibilities effectively. Ability to lead performance of departmental associates and follow through with corrections where needed. Ability to resolve problems while exercising good judgment and maintaining the best interest the property. Ability to maintain confidentiality of all guests, the Josie and property information. Exhibit proficiency in Lightspeed, Profit Sword and all Microsoft Office programs Assist with financial reporting and other information as requested by ownership and management Customer service oriented Able to develop functional relationships with other departments EXPERIENCE
College graduate or equivalent industry experience. 2 - 3 years’ experience progressive rooms division within Hotel Operations, preferably a four-diamond property At least 1 year of experience as Front Desk or Guest Services Manager (in a boutique property) or full-service four diamond property A minimum of one year of supervisory experience in hospitality (preferably hotels of equivalent size) Excellent written and verbal communication skills and the ability to utilize them effectively in English with guests, peers and associates. Understanding of budgetary and fiscal responsibility within the department Familiarity with all operational areas of the properties Computer literacy and the ability to utilize Word, Excel and department specific programs Desire to progress within the hospitality industry Prior experience as a department manager in hotel operation PERSONAL SUITABILITY
You thrive on providing exceptional service to our guests and visitors to Rossland. This role is a customer-facing position and you are the face of the Josie. You are personable, professional and approachable. You turn frowns into smiles and you demonstrate empathy and patience when dealing with guest disappointments.
This position will require you to work during peak business periods at the hotel (weekends, holidays and sometimes evenings), this is where our guests and your team will need your support. You will be required to stand for long periods of time and may on occasion need to lift, move, carry and/or push to 20 lbs.
Job Types: Full-time, Permanent
Salary: $50,000.00-$55,000.00 per year
Casual dress Company events Dental care Disability insurance Discounted or free food Employee assistance program Extended health care Life insurance Paid time off RRSP match Vision care Wellness program Schedule:
8 hour shift Day shift Evening shift Night shift Ability to commute/relocate:
Rossland, BC: reliably commute or plan to relocate before starting work (required) Experience:
Customer service: 2 years (required) Leadership: 1 year (preferred) hotel: 2 years (preferred)
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