Lake Louise Inn Front Office Manager

Banff, Alberta Job Post
Lake Louise Inn
31 reviews
Banff, AB

Benefits
Pulled from the full job description
Company events
Dental care
Discounted or free food
Employee assistance program
Extended health care
On-site gym
WHY US?

Subsidized, furnished, private apartment with internet, cable and utilities included

Daily meals offered as a taxable benefit

Use of fitness facility, heated pool and whirlpools

Health & Dental benefits offered at 4th month of employment

Participation in Department Head Incentive Program

Atlific Hotels & Resorts employee discount after 3 months

SUMMARY

Reporting to the Hotel Manager, the 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 FOM will be required to assist the Guest Service Agents and work on the Front Desk throughout their shift.

THE PROPERTY

Located in a UNESCO World Heritage Site, Lake Louise Inn offers 247 guestrooms and suites across 5 buildings on a 9.5-acre property. At Lake Louise Inn you will find Legends Restaurant, Explorers Lounge, Timberwolf Pizza & Pasta Café as well as a heated indoor pool, whirlpools, conference rooms, and a fitness facility.

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
· Hire, train, and lead 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

· Ensure Reservations and Front Desk team complete month end duties

· Complete Star Report (Revenue Management Data entry)

Audit and follow up on Oculus secret shopper results
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 inquiries regarding hotel services, and services available in the community

Ensure that front desk and lobby area are clean
· Hold regular meetings with Department Team Members

· Assist Housekeeping by completing rooms check and selecting sections of the hotel to block

· Spot check reservations and rate overrides to ensure job tasks are completed correctly

· Monitor rooms inventory, types and categories

· Other duties as assigned by Director of Operations

QUALIFICATIONS

1-3 years experience as a Front Office Manager, or Assistant FOM in a similarly sized property
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
Friendly and pleasant demeanor
Lake Louise Inn is an equal opportunity employer.

Job Type: Full-time

Benefits:

Company events
Dental care
Discounted or free food
Employee assistance program
Extended health care
On-site gym
On-site parking
Vision care
Wellness program
Schedule:

8 hour shift
Ability to commute/relocate:

Banff, AB: reliably commute or plan to relocate before starting work (preferred)
Experience:

Customer service: 1 year (preferred)