Assistant Front Office Manager

Sheraton Vancouver Wall Centre - Vancouver, BC (30+ days ago)

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Lead our front office team and maintain a level of professionalism according to the standards set forth by the Wall Centre Sheraton Vancouver and Marriott Hotels and Resorts.
Adhere to all policies and procedures set by Marriott and the Wall Centre Sheraton Vancouver.
Interact and mingle with guests in the lobby to make them feel welcome and as though they belong to the Wall Centre family.
Adhere to and promote all Sheraton Core Values.
Maintain guest satisfaction by dealing with guest concerns both in person and by correspondence.
Promote the Marriott Rewards Program, motivating agents to continually enroll guests and achieve monthly goals set by the Front Office Manager.
Respond and adhere to emergency procedures by ensuring the smooth response and coordination of appropriate departments during all emergency situations, training associates in hotel emergency response procedures, and following up on all deficiencies found during emergency situations.
Assist other departments as required in resolving problems.
Train and develop all front office associates to help them reach their potential.
Maintain the standards of the Welcome program and all service recoveries.
Ensure friendly and efficient guest registration, check out and telephone service.
Direct and train both guest service agents and communication agents. Assist in new hire and ongoing training. Assist with agents’ evaluations both monthly and annually.
Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of the room assignments. Review the daily room availability and inform other team members.
Balance the house and blocking rooms according to the standards set forth by Marriott and the Wall Centre Sheraton Vancouver.
Ensure that checklists are being completed correctly and in a timely fashion.
Ensure adherence to all credit procedures in the front office by reviewing high-balance reports and following up with credit manager or Front Office Manager if needed.
Relocate guests according to established procedures.
Other duties as assigned by the Front Office Manager.

Job Requirements/Qualifications:
Previous experience as an Assistant Front Office Manager; or have a minimum of 2 years of experience in a supervisory role in a comparably sized and upscale hotel setting.
Must have excellent working knowledge in Galaxy/LightSpeed or similar PMS/hotel system experience an asset.
Fluency in Microsoft Office.
Excellent communication and guest service skills are required.
Must be able to speak, read, write and understand English, a second language is an asset.
Walking and standing for long periods of time occasionally required; you must be able to exert a well-paced mobility to get to other departments in the hotel on a timely basis.
Must be able to work longer than 8 hours if needed.
Must be able to lift up to 40 lbs. occasionally.
Scheduling flexibility including the ability to work overnight shifts.
Must hold a class 5 British Columbia driver’s license and clean drivers abstract.
Diploma or certificate in Hotel and Restaurant Management or the equivalent is an asset.

Job Application Process:
Please submit your cover letter and resume to resumes@wallcentre.com.