Job Specifications
Come... Enjoy... Work in a fast paced, dynamic environment. Located on the Tsuut’ina First Nation, Grey Eagle Resort & Casino is Calgary’s number one entertainment facility. We are looking for talented, energetic and motivated individuals to join our diverse workforce! We offer competitive salaries, benefits and opportunities to grow your career.
Position Overview
The Front Office Manager ensures smooth operation of the Front Office by Managing the Front Office front line staff, wherever needed. Must provide efficient and courteous service to each guest and operate according to the policies, procedures, quality standards, and services established by the management team for the satisfaction of all internal and external guests. Must be willing to work all shifts, and weekends, if needed; Must be able to deal calmly and professionally with the public and staff in any crises.
Education And Experience
Minimum 2 year college degree.
Minimum of 3 years previous management experience in Front Office operations
Proven ability to guide and coach team members
Excellent leadership, written/verbal communication and interpersonal skill
Superior leadership & coaching skills with a proven track record of developing and motivating career minded professionals
Strong guest service orientation and training skills background required
Minimum of three (3) years of hotel front desk management experience
Experience handling cash, accounting procedures, and general administrative tasks
A minimum of 3 years operational knowledge and proficiency in Property Management System (Micros-Fidelio)
Computer proficiency in a Windows environment (Word, Excel, PowerPoint)
Critical Skills Include
Diplomacy and the ability to communicate clearly
Firm leadership skills
The ability to multitask, priorities and manage time
The ability to perform under pressure
Must be highly motivated
Able to work in a fast paced environment
Must be fluent in English. Fluency in multiple languages considered an asset
Knowledge, Skills And Abilities
Achieve guest satisfaction & room revenue goals by managing with supervising the entire front office operation and its divisions.
Ensure that the front desk, reservations, and guest services staffing levels are in keeping with the current business activity and make any adjustments as necessary.
Ensure that the divisional staffing levels are also in keeping with the current business activity and make any adjustments as necessary.
Provide coverage in all areas as necessary. (Breaks-late arrivals-absences, etc.)
Ensure that all claimed reservations and room walks are handled professionally and sympathetically.
Maintain room security by providing effective key control & participate in matters related to customer room security.
Participate in a room check program wherein a selection of rooms is randomly checked to ensure placement, cleanliness, and maintenance issues are addressed.
Meet and exceed customer expectations by ensuring your department provides superior service and teamwork.
Oversee and participate in the prompt and courteous handling of all guests as necessary, including but not limited to, check-in & check-out, telephone and personal inquiries, luggage & vehicle handling.
Ensure that all customer services are delivered efficiently and effectively both personally and by all direct reports as set out under divisional breakdown job descriptions.
Record requests for special accommodations and suites.
Plays a key role in supporting the development of Tsuut’ina employees
Utilize one-on-one training skills as necessary.
Monitor service and teamwork regularly and inform Front Office Supervisors of any potential needs for counseling of employees to ensure they are providing superior service and teamwork.
Maximize room revenue by utilizing yield management techniques to emphasize occupancy and average rate.
Work with front-line staff to effectively bring in the house to successfully fill the hotel whenever possible.
Ensure that all special requests are handled appropriately ensure the accuracy of all future reservations and coordinate house activity by working with any necessary departments.
Ensure that all group arrival and departure details have been coordinated.
Motivate through offering examples or leading by example of excellence in customer service.
Maintain clean & safe working conditions within the department and hotel.
Ensure all employees follow safety rules and procedures.
Actively and consistently provide training to all Front Office team members
Take corrective action, where required, to improve the safety of work areas.
Assure the cleanliness and orderly condition of the Front Office area by conducting daily inspections.
Read, follow up, and maintain daily logbook entries.
Monitor and respond to all guest concerns & reviews
Coordinate and work effectively with other departments
All other duties as assigned
We thank all applicants, however, only those considered for an interview will be contacted.No p
About the Company
Located on the beautiful Tsuut'ina Nation, just minutes from Calgary's downtown core. Grey Eagle Resort & Casino is Calgary's Entertainment Destination.
Grey Eagle Resort & Casino consists of a beautiful, modern 4-Star Hotel, Casino, and state-of-the-art Event Centre. Offering first-class services and amenities including, 4 gourmet restaurants, 84,000 square feet of gaming action with over 30 live table games, 24/7 poker room, over 900 slot machines, multi-purpose concert and special event venue featuring world-class acts, ...
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