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About the Role

InnVest Hotels is seeking a passionate individual to join their team as an Assistant Front Office Manager. This role is crucial for directing and controlling front office operations, ensuring adherence to brand and company standards, and contributing to outstanding guest experiences.

Responsibilities

• Direct and control the activities of the Front Office, Reservations, Guest Activities, and ensure adherence to brand & Company standards, policies, and procedures.
• Ensure that qualified personnel are selected, hired and trained in all areas of responsibility.
• Must ensure that all personnel are trained & kept well informed of department objectives and policies.
• Ensure the proper image is being maintained by all Team Members with respect to grooming and uniform standards.
• Participate in the development of short-term and long-term financial and operational plans for the hotel which support the overall objectives of the Company.
• Assists General Manager with the execution of marketing, sales, and operational activities, producing results that meet or exceed the hotel’s business plan.
• Maintains reservations systems such as Property Management System.
• Assists Director of Rooms with the monitoring of the performance of the hotel through verification and analysis of guest satisfaction systems and financial reports.
• Suggests and implements corrective actions for product and service quality standards.
• Creates an operating environment that assures consistent guest satisfaction.
• Ensure proper handling of guest complaints.
• Ensures implementation of appropriate technology solutions to increase customer service and hotel revenues.
• Prepare all necessary forecasts; to work closely with Reservations, Front Office and Sales to maximize occupancy, rate and revenue.
• Keeps all departments notified of any fluctuations in business levels, special guests, groups, etc.
• Establish and maintain close working relationships with all departments of the hotel to ensure maximum cooperation, productivity, morale and guest service.
• Develop relationships with clients, return guests, group contacts etc. to provide maximum personalized guest service.
• Make suggestions for improvements in overall operations with an emphasis on increasing guest satisfaction and revenues as well as reducing costs.
• Monitor and analyze the payroll for Rooms Division to ensure maximum effectiveness towards guest’s services while realizing full profit potential.
• Display a high degree of professionalism and integrity as befitting a member of management.
• Respond properly and take a supervisory role in any hotel emergency or safety situation, as well as ensure proper control and instructions of said emergency procedures to the Rooms Division.
• Understand the government regulations affecting hotel’s operations, ensuring hotel is operated in compliance with all applicable laws, ordinances, regulations, and requirements of any federal, provincial, or municipal authority.
• Ensures good safety practices of employees and guests, assisting in the maintenance of proper emergency and security procedures.
• Ensures implementation of applicable preventive maintenance programs that protect the physical assets of the hotel.
• As required of all hotel associates, assists any customer or potential customer in a prompt, courteous, friendly, and helpful manner at all times.
• Establish and enforce all safety policies and procedures.
• Ensure that an employee complies with related province and its regulations.
• Correct any employee who is observed breaking a safety rule.
• Perform random safety checks monthly and report deficiencies.
• Re-instruct all regular employees who develop unsafe work practices.
• Ensure that all employees use or wear any equipment, protective devices or clothing required under the Health & Safety Program.
• Insist on good housekeeping and enforce the “Clean As You Go” practice.
• Maintain active involvement in the accomplishment of the accident prevention and reduction objective.
• Take every precaution reasonable in the circumstances for the protection of employees.

Requirements

• Post-secondary education in Hospitality Management, Business Administration, or a related field is preferred; an equivalent combination of education and experience will be considered.
• Minimum two years of Front Office experience in a hotel environment, including at least one year in a supervisory or leadership role.
• Previous experience with a property management system is required; Opera experience is considered an asset.
• Excellent verbal and written communication skills.
• Demonstrated ability to resolve guest concerns professionally and maintain a high level of guest satisfaction.
• Working knowledge of Front Office operations, reservations, cash handling, forecasting, and basic revenue-management practices.
• Ability to manage competing priorities and perform effectively in a fast-paced environment.
• Proficiency in Microsoft Office applications, including Outlook, Word, and Excel.
• Availability to work a flexible schedule, including evenings, weekends, and holidays.
• Experience with IHG or Kimpton brand standards is considered an asset.
• A valid Smart Serve Certificate is required.
• Will be required to work nights, weekends and holidays.
• Will be required to work in fast paced, stressful environment.
• May be asked to work overtime.
• Ability to travel regularly/operate own vehicle.
• Lifting or carrying approximately 50 lbs. can occur at times, but not often.
• Reading and writing abilities are used often in reviewing and compiling departmental records or guest registration and reservation information.
• Utilizing problem solving, reasoning, motivating and training abilities.
• Mathematical skills such as profit/loss concepts, percentages and variances are used often.

Skills

• Front Office operations
• Reservations
• Guest Activities
• Property Management System (PMS)
• Opera experience
• Microsoft Office Suite (Outlook, Word, Excel)
• Guest satisfaction systems
• Financial reports analysis
• Revenue management
• Cash handling
• Forecasting
• Problem solving
• Reasoning
• Motivation
• Training
• Communication skills
• Interpersonal skills
• Leadership
• Supervisory skills
• Smart Serve Certificate

Location

• Canada

Work Type

• Full-Time
• Onsite

Experience Level

• Minimum two years of Front Office experience
• At least one year in a supervisory or leadership role

Education Level

• Post-secondary education in Hospitality Management, Business Administration, or a related field preferred

Salary/Compensations

• 60,000$-65,000$

About the Company

• At InnVest Hotels, passion drives performance. Our company culture is built on collaboration, where everyone has a voice and an opportunity to pursue their passions.
• InnVest is the largest independent owner and operator of hotels in Canada, with over 100 hotels in its portfolio, representing 18 internationally recognized hotel brands.
• Our portfolio is geographically diverse, spanning from Vancouver, BC to Corner Brook, NL, and experientially diverse, from roadside inns to luxury urban properties.
• Our mission is simple – to deliver outstanding guest experiences and superior returns on quality hospitality investment.
• A career at InnVest will provide you with unrivaled opportunities and invaluable exposure to Canada’s largest independently owned and operated hotel portfolio.