Assistant Front Office Manager

Lake Louise Inn

Banff, AB
Full-time

THE PROPERTY

Lake Louise Inn is a full-service hotel with 247 guest rooms and suites surrounded by soaring pines and sweeping mountain views, nestled among the snowy peaks of Banff National Park and is part of a UNESCO World Heritage Site.

Lake Louise Inn is dedicated to ensuring each position in the company is treated equally and with the utmost importance. We value our employees and want each of them to experience a welcoming atmosphere that delivers respect and models a company with integrity and professionalism. We were the AHLA Employer of Choice in 2018 and 2019.

WHY US?

Subsidized, furnished, accommodations with internet, cable and utilities included
Daily meals offered as a taxable benefit
Use of fitness facility, heated pool and whirlpools
Atlific Hotels employee room rates after 3 months
Group Benefit Plan (Health, Dental, Vision) offered at 4th month of employment
JOB SUMMARY

Reporting to the Front Office Manager, the Assistant Front Office Manager is responsible for providing friendly and accurate service to guests, as well as ensuring a smooth operation of the Front Desk and Reservations Teams. This is a hands-on position and requires a high amount of guest interaction, where the AFOM will be required to assist the Guest Service Agents and work on the Front Desk throughout their shift.

RESPONSIBILITIES

Perform duties associated with the Front Office including but not limited to check in, check out, reservations, guest relations, concierge and switchboard
Resolve guest issues during and post stay while ensuring guest satisfaction
Actively review and act on feedback received from guests via booking websites, and other sources to ensure guest satisfaction and maintain a positive image of the Hotel
Assist with hiring, training, and leading Guest Service team (Front Desk, Reservation, and Night Audit) in order to maintain the desired level of service and in line with the Hotel’s service standards
Conducts performance reviews, progressive discipline, and ongoing feedback & development with Department Members
Complete scheduling and payroll as directed by FOM
Complete Star Report (Revenue Management Data entry)
Audit and follow up on Oculus secret shopper results
Assume responsibility of the Department in FOM’s absence
Ensure that Department Members are fully aware of internal programs and promotions, selling strategies and are always informed with up-to-date information
Supervise the billing and cash processes to ensure compliance with company standards
Manage group files and no shows, and ensure all departments are aware of their details
Communicate and coordinate with other departments within the hotel, particularly Housekeeping and Maintenance
Point of contact in event of an emergency
Keep the Front Desk till balanced and stocked with change
Ensure the Guest Service Standards, Hotel Policies and Procedures are maintained at all times
Participate in ESS action plans
Answer enquiries regarding hotel services, and services available in the community
Ensure that front desk and lobby area are clean
Other duties as assigned by FOM
QUALIFICATIONS

Must have a minimum of 4 years previous Front Office Management experience
Preference for candidates with a 2 year or more Hospitality or Business Diploma/Degree
Excellent communication, interpersonal, administration, and communication skills
Knowledge of foreign languages is an asset
Opera experience preferred
Ability to work different shift hours, including overnight shifts
Energetic, flexible, hands-on individual with initiative and integrity
Ability to work under pressure in a fast-paced work environment
Job Type: Full-time

Application question(s):

Will you be able to relocate to Lake Louise, AB for this job?
Experience:

Front Office Management: 4 years (required)
Work remotely:

No

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