Shft Mgr, Front Office-GCT

Position Summary

Under the direct supervision of the Manager, Front Office, this position is responsible for the day-to-day operations of the Front Office including, reservation and the switchboard. This position will help train team members, deliver quality customer service and resolve guest issues. Direct team members to successfully execute all front office operations, including guest arrival and departure procedures. Ensures adherence to the Company's policies and procedures, motivates and leads by example and supports Great Canadian's learning environment while establishing a safe and welcoming work environment for all team members.

Key Accountabilities 

• Manages and direct the day-to-day activities of front office Team to drive guest satisfaction
• Managing Team Members to ensure they have superior guidance and resources to achieve objectives and ensures compliance with health and safety and other statutory regulations
• Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality
• Monitoring staffing levels to ensure guest service, operational needs and financial objectives are met
• Act as Manager on Duty during your night shift to handle all operational issues
• Maintains effective labour relations and ensures adherence to the collective bargaining agreements
• Execute issuing of disciplinary action and evaluations to Team Members when necessary
• Ongoing communication with Team Members with regards to occupancy levels and special events
• Promotes positive guest interactions through prompt, courteous and efficient service, having knowledge of the hotel and services
• Liaises and communicates effectively with all appropriate operational departments
• Support the Housekeeping team when needed
• Develops and cultivates strong working relationships with all stakeholders
• Performs other duties as assigned or directed

Education and Qualifications

• Post-Secondary hospitality or hotel education or suitable combination of education and experience;
• Minimum 3 years’ experience managing guest services, preferably in the hotel sector;
• Ability to lead and mentor a team within a unionized environment;
• Strong attention to detail;
• WHMIS and additional certification as needed;
• Computer literacy in MS Office (Word, Excel, Outlook), Opera software an asset; 
• Working knowledge of floor machines (and any other relevant equipment), and Biohazard Clean up experience is an asset.
• Ability to acquire and maintain Smart Serve Certification; AGCO Certification
• Experience using Opera/Micros system
• -Bilingual (English/French) is an asset but not required

Work Environment Considerations

• Regular hotel environment, standing or walking for long periods of time, some exposure to noise and conflict, non-traditional work hours.

Great Canadian Entertainment is committed to diversity, equity and inclusion and we welcome all qualified applicants to apply to join our team of unique contributors. We accommodate people with disabilities throughout the recruitment and selection process and applicants are encouraged to advise Human Resources in advance if an accommodation is required. We thank all applicants for their interest and will contact those qualified to continue in the recruitment process.

Artificial intelligence may be used to select applicants in our processes. All hiring decisions are made by humans.