Night Manager - Front Office

Job description

Role Proposition:

Imagine arriving to work at a stunning slope-side hotel after a round of golf or a hike in the wildflowers. We are looking to recruit a Night Manager for our Front Office team. We are searching for a strong team player and a people person who can work diligently as a team member and provide an inviting atmosphere for the guest upon arrival and the duration of their stay. You must be comfortable working overnight, diffusing tense situations and directing members of the public. You will also accurately account for/ensure that all end-of-day reporting is accurate. If this sounds like the ideal work environment, fill out an application to work, live and play where you belong.

Accountabilities:

Operations:

Champions quality service when assisting with guest check-ins, check-outs, and additional hotel standard special requests as it relates to their stay
Oversees the overnight front desk operations and ensures established SOGs are executed in a professional and consistent manner
Distributes keys, hotel amenities and resort-wide information
Ensures remaining overnight incoming guest package requirements, including vouchers, traces, and amenities, are complete and ready for late/overnight guest arrivals.
Shares Guest Service Best Practices with Guest Service Agents through ongoing coaching
Takes note of opportunities to improve processes and remove barriers that weaken the guest experience
Works toward continuously improving operational processes and provides ongoing suggested improvements to the Front Office Manager
Audit Duties:

Is accountable for End of Day Activities:
Organizes and sorts Revenue Centre Transactions, including Food and Beverage Outlets and Front Office transactions; Supports with appropriate reporting
Completes rebates and tracks meal and house accounts
Balances gift card program
Conducts No-Show reporting and revenue posting as required
Completes regular security patrols of Hotel and Residences properties
Supports Outlets Manager with security assistance as requested
Provides Hotel Leaders with daily report printing for occupancy
Readies F&B services for early departures as requested via BEO documents.
Conducts critical audit from the previous day, checking for missing keys
Guest Experience:

Champions guest resolution using existing SOGs; and provides ongoing suggested improvements to the Front Office Manager
Interacts with the guest throughout their stay, anticipating their needs and proactively resolving guest concerns
Drives customer loyalty by building individualized connections with guests
Acts as the Lobby Ambassador - Hotel & Guest Liaison
Manages and owns the lobby, providing the best experience for guests and visitors alike
Controls consumption of alcohol in the lobby; coaches’ team on the same
Advises guests that pets are not permitted on seating and sleeping is not permitted in the lobby
Diffuses potentially awkward and hostile situations; dispatches additional overnight Security as required
Ideal Candidate:

1-year minimum Front Desk experience, coupled with some progressive supervisory experience in any field; resort experience is a vital asset
Post-secondary education in accounting, hospitality, or related field
Dedicated to working within a dynamic team that focuses on collaboration and guest experience
Proficiency with computer systems required, such as Microsoft Office and Opera
Professional demeanor with a passion for exceptional guest service and the ability to anticipate guest needs
Excellent communication skills, both written and verbal, as well as excellent problem-solving abilities
Leadership skills with the ability to coach, redirect, and motivate team members
What you can expect from us:

The Sun Peaks Grand culture encourages individual initiative and a collaborative approach to delivering our guests' finest mountain resort experience. We value innovation and development that contribute to business success and personal growth. We also know you have a life outside of work and encourage work-life balance, including reaping the benefits of living in a resort and the mountain’s summer and winter activities.

A sneak peek into some of the perks and benefits our Full-Time employees enjoy:

Full access Winter/Summer Season Lift, Trail and Golf passes
3 weeks of paid vacation
Dining discounts within our hotel & resort outlets
Benefits plan and additional wellness components, including Health Spending Account and EFAP
Eligibility for our ‘Pay for Performance’ incentive bonus program (after the qualifying period), awarded to our top performers
Participation in the RRSP and matching DPSP programs
Retail discounts in Resort owned outlets
Reciprocal programs with partnering hotels
Friends and family hotel rates
Continued professional growth and development opportunities


Location: Sun Peak, British Columbia


Pay Rate: 20.00 - 22.00


Shift(s):
Will be required to work various shifts, including days, evenings, weekends, and holidays.


Responsibilities:
Operations:

Champions quality service when assisting with guest check-ins, check-outs, and additional hotel standard special requests as it relates to their stay
Oversees the overnight front desk operations and ensures established SOGs are executed in a professional and consistent manner
Distributes keys, hotel amenities and resort-wide information
Ensures remaining overnight incoming guest package requirements, including vouchers, traces, and amenities, are complete and ready for late/overnight guest arrivals.
Shares Guest Service Best Practices with Guest Service Agents through ongoing coaching
Takes note of opportunities to improve processes and remove barriers that weaken the guest experience
Works toward continuously improving operational processes and provides ongoing suggested improvements to the Front Office Manager
Audit Duties:

Is accountable for End of Day Activities:
Organizes and sorts Revenue Centre Transactions, including Food and Beverage Outlets and Front Office transactions; Supports with appropriate reporting
Completes rebates and tracks meal and house accounts
Balances gift card program
Conducts No-Show reporting and revenue posting as required
Completes regular security patrols of Hotel and Residences properties
Supports Outlets Manager with security assistance as requested
Provides Hotel Leaders with daily report printing for occupancy
Readies F&B services for early departures as requested via BEO documents.
Conducts critical audit from the previous day, checking for missing keys
Guest Experience:

Champions guest resolution using existing SOGs; and provides ongoing suggested improvements to the Front Office Manager
Interacts with the guest throughout their stay, anticipating their needs and proactively resolving guest concerns
Drives customer loyalty by building individualized connections with guests
Acts as the Lobby Ambassador - Hotel & Guest Liaison
Manages and owns the lobby, providing the best experience for guests and visitors alike
Controls consumption of alcohol in the lobby; coaches’ team on the same
Advises guests that pets are not permitted on seating and sleeping is not permitted in the lobby
Diffuses potentially awkward and hostile situations; dispatches additional overnight Security as required


Experience/Qualifications:
Ideal Candidate:

1-year minimum Front Desk experience, coupled with some progressive supervisory experience in any field; resort experience is a vital asset
Post-secondary education in accounting, hospitality, or related field
Dedicated to working within a dynamic team that focuses on collaboration and guest experience
Proficiency with computer systems required, such as Microsoft Office and Opera
Professional demeanor with a passion for exceptional guest service and the ability to anticipate guest needs
Excellent communication skills, both written and verbal, as well as excellent problem-solving abilities
Leadership skills with the ability to coach, redirect, and motivate team members


Job Category: Non-Construction

Job Type: Full Time

Job Location: Canada, British Columbia, Vancouver

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