THE ROLE
If you are passionate about hotel management , wake up every day excited to work with an engaging team and leading Brand, then keep reading. Reporting to the Rooms Operations Manager here at the Delta Calgary South Hotel, the Assistant Rooms Operations Manager is a key player in ensuring the execution and delivery of the day-to-day operations of the Front Desk. This role is continually improving guest satisfaction and ensuring the execution of all functions are occurring in line with all Marriott standards and guest expectations.
ABOUT US
Delta Hotels by Marriott Calgary South has been a part of the community for over 40 years. We pride ourselves in the experience we deliver to our guests. We work hard to live our Values daily.
THE DAY TO DAY
Summary of Responsibilities:
To guide, direct, organize and develop an engaged Front Office team through a hands-on approach.
Supervises the Guest Services Agents, Night Auditors (Guest Services) team by ensuring proper standards, policies and procedures are adhered to.
Provides hands-on training, coaching and guidance to Guest Services team members.
Assigns duties to the Guest Services team and ensures the efficiency of the operations.
Ensures all employees understand the correlation between service excellence and customer perception of the hotel.
Ensures all team members are fully trained on emergency procedures and monitors progress of the training. Responds immediately to all emergency situations, completes necessary incident reports and follows up with guests and team members.
Provides input for the Individual Development Plans and Performance Reviews of team members in conjunction with the Rooms Operations Manager.
Actively works to build a well functioning, motivated and engaged team.
Performs administrative duties associated with people management; scheduling, payroll and recruiting.
Ensures the team understands and applies the tenets of revenue management daily.
Assist in conducting effective Meetings.
Audits individual and team performance, providing feedback to the team members for development and improvement.
To ensure guest satisfaction is exceptional by ensuring all Delta Standards, and professional service standards are adhered to in the department.
Plays a hands-on role at the desk during peak periods. Assists the Guest Services team as required including; check-ins, check-outs, switchboard, reservations; provides relief on the Front Desk as needed.
Ensures an exceptional guest experience building guest loyalty by making sure Connection Standards are adhered to in each role.
Anticipates and responds to the needs of the guest and follows up to ensure that these needs are met and exceeded.
Tracks guest needs data and implements changes to increase satisfaction prevention of future problems.
Ensure the accuracy of guest accounts, internal financial and statistical information and data.
Acts as a steward of the departmental resources and assets, operating with effective controls, processes and procedures ensuring accuracy, timeliness and presentation of guest accounts and other data.
Ensures the principles of the Privacy Act are adhered to.
Assists with revenue generation and maximizing rooms’ revenue utilizing effective yield management strategies.
Assists with the planning for the operations with upcoming business volumes for upcoming week.
Monitors arrivals & departures and prepares to suit the business needs recognizing the guest requests and Delta Privilege requirements.
Pre-assigns guestrooms for hotel efficiency and positive guest impact.
Ensures that efforts are made to attain the best average room rate and occupancy.
Reviews the credit report and house accounts daily.
Ensures bills are completed accurately and cash handling processes are adhered to.
To employ the available resources to drive the business with specific revenue, cost / expense and productivity targets, operating with effective controls, processes and procedures as identified in the budget and business plan.
Works within the budgetary guidelines.
Ensures productivity by managing the labour budget.
Ensures proper inventories are provided for operational efficiency.
Maintains custody and responsibility of the hotel safe (floats etc.) during MOD shift.
Ensures completion of all daily tasks in a timely manner within the department.
Qualifications
- Strong customer service skills with a focus on guest satisfaction
- Proven experience in front desk operations within a hotel environment
- Proficiency in handling multi-line phone systems
- Excellent communication and phone etiquette
- Ability to provide exceptional hospitality and guest services
- Multilingual or bilingual abilities are a plus
Job Types: Full-time, Permanent
Benefits:
- Company events
- Dental care
- Disability insurance
- Discounted or free food
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- On-site gym
- On-site parking
- Paid time off
Work Location: In person
