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About the Role
This position is responsible for the day-to-day operations of the Front Office, including reservations and the switchboard. The role involves training team members, delivering quality customer service, resolving guest issues, and ensuring adherence to company policies and procedures.
Responsibilities
- Manages and directs the day-to-day activities of front office Team to drive guest satisfaction.
- Manages Team Members to ensure they have superior guidance and resources to achieve objectives and ensures compliance with health and safety and other statutory regulations.
- Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality.
- Monitors staffing levels to ensure guest service, operational needs and financial objectives are met.
- Acts as Manager on Duty during night shifts to handle all operational issues.
- Maintains effective labour relations and ensures adherence to the collective bargaining agreements.
- Executes issuing of disciplinary action and evaluations to Team Members when necessary.
- Provides ongoing communication with Team Members regarding occupancy levels and special events.
- Promotes positive guest interactions through prompt, courteous and efficient service, having knowledge of the hotel and services.
- Liaises and communicates effectively with all appropriate operational departments.
- Supports the Housekeeping team when needed.
- Develops and cultivates strong working relationships with all stakeholders.
- Performs other duties as assigned or directed.
Requirements
- Post-Secondary hospitality or hotel education or suitable combination of education and experience.
- Minimum 3 years’ experience managing guest services, preferably in the hotel sector.
- Ability to lead and mentor a team within a unionized environment.
- Strong attention to detail.
- WHMIS and additional certification as needed.
- Computer literacy in MS Office (Word, Excel, Outlook), Opera software an asset.
- Working knowledge of floor machines (and any other relevant equipment), and Biohazard Clean up experience is an asset.
- Ability to acquire and maintain Smart Serve Certification; AGCO Certification.
- Experience using Opera/Micros system.
Skills
- Bilingual (English/French) is an asset but not required.
Location
- Hotel environment
Work Type
- Non-traditional work hours
Experience Level
- Minimum 3 years’ experience managing guest services
Education Level
- Post-Secondary hospitality or hotel education
Benefits
- Inclusive and collaborative working environment
- Tools and technology needed to delight clients
- Opportunity to work with and learn from diverse industry leaders
- Freedom to Innovate
- Environment that values diversity as a source of strength
About the Company
- Great Canadian Entertainment is one of the largest and most dynamic gaming and entertainment companies in Canada, with 25 properties across Ontario, British Columbia, Nova Scotia, and New Brunswick.
- Facilities include over 16,000 slot machines, 575 table games, 71 dining amenities and over 500 hotel rooms.
- The company strives to offer the very best gaming, entertainment, dining, and hospitality experiences.
- Vision is to be the leading gaming, entertainment, and hospitality company in chosen markets by providing superior entertainment value and exceptional experiences.
- Mission is to provide outstanding experiences to guests, rewarding opportunities for the team, and superior value to shareholders.
Equal Opportunity
- Great Canadian Entertainment is committed to diversity, equity and inclusion and welcomes all qualified applicants to apply to join our team of unique contributors.
- We accommodate people with disabilities throughout the recruitment and selection process and applicants are encouraged to advise Human Resources in advance if an accommodation is required.
- Artificial intelligence may be used to select applicants in our processes. All hiring decisions are made by humans.
- Committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected, and supported.
- Dedicated to employing a workforce that reflects the diversity of our communities in which we live and serve.
- Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.
- Committed to promoting Responsible Gambling.