Guest Service Manager/Rooms Division Supervisor

CA-ON-Toronto
1 week ago(1/8/2018 11:50 AM)
Requisition ID / ID de la demande
2018-21637
# of Openings / # d'ouvertures
1
Category / catégorie
Rooms Operations

Overview / vue générale

King Edward Hotel

Omni-King-Edward-Entrance

 

With its rich history, timeless elegance, and modern hospitality, the Omni King Edward Hotel has been a favourite of both locals and visitors for over 110 years. Located in the heart of downtown Toronto, this landmark hotel is just steps away from a wealth of diverse restaurants, tourist hotspots, and shopping centres.  It's no wonder the Omni King Edward is the perfect destination for business and leisure travellers alike. 


The Omni King Edward Hotel's associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Omni King Edward Hotel may be your perfect match

Job Description / description de l'emploi

This position is ideal for the individual who has a strong interest in hotel operations and wishes to develop their career in hospitality management. The Rooms Division Supervisor will spend several months rotating between Front Office, Housekeeping, and Engineering operations. While training in all aspects of each area, this individual will support the efforts of the department covering the responsibilities below, with a particular emphasis on developing their management and leadership skills. This is a customer service position which requires a multitude of tasks while consistently providing exceptional customer service to our guests and clients in-house.

Qualifications / qualifications

Qualifications:

  • College degree or equivalent, preferably in a hospitality management program.
  • 2-3 years of experience in hotel operations with a strong interest in other departments.
  • Previous experience as Guest Service Manager.
  • Strong verbal and written communication skills with ability to communicate effectively by telephone, email, radio and reporting.  
  • Strong computer skills with advanced knowledge of Microsoft Office and Outlook; Knowledge of Opera, Birchstreet, and/or Synergy preferred.
  • Ability to achieve positive guest relations and maximize guest satisfaction.
  • Ability to handle cash and credit transactions.
  • Ability to enforce all company policies and SOPs.
  • Ability to maintain  4-Diamond level cleanliness standards.
  • Ability to work with management on special projects.
  • Previous experience in Health & Safety.
  • First Aid/CPR Certification is preferred.
  • Must be able to remain calm and professional during stressful situations.
  • Must be able to work a flexible schedule including day, evening, overnight shifts, weekends and holidays.

Responsibilities / responsabilités

Front Office

  • Planning, goal setting and day-to-day operations of the Front Office Department. The major areas of responsibility include: Front Desk, Ideal Service Agents, Bell Services, Door, Concierge, and Royal Club
  • Implement company programs and manage the operations of the Front Desk Office (Front Desk, ISAs, Bell Services, Door, Concierge, and Royal Club) to ensure compliance with LSOPs and SOPs and to ensure an optimal level of quality service.
  • Ensure that all arriving and departing guests are treated with maximum courtesy and are served expeditiously.
  • Maintain continuous liaison with management, reservations desk and housekeeping staff to guarantee that guests are receiving quality services that exceed their expectations.
  • Be alert to potential problems and malfunctions of hospitality services and make on-the-spot corrections.
  • Participate with other members of management in developing plans to deliver special services to selected targeted markets.
  • Complete AM/PM overnight manager’s checklist and any other task and responsibilities.
  • Resolve customer complaints and anticipate potential problems by reviewing and monitoring feedback, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
  • Liaise with the sales team and discuss and implement sales strategies to continually improve occupancy levels, revenues and upselling goals.
  • Manage room inventory which includes strategic planning, upselling, and blocking of rooms in advance to ensure guest and group needs are met.
  • Develop, recommend and implement fire safety plans and coordinate fire and evacuation drills as required by Omni Standards.

 

Housekeeping

  • Inspect the cleaning and servicing of guestrooms and public areas.
  • Assign special projects as directed by the Executive Housekeeper.
  • Report any needed repairs or discrepancies of guest rooms.
  • Ensure that all Guest Room Attendants have appropriate supplies and linens.
  • Assist in the cleaning of guest rooms when necessary.
  • Open, close, and assist in processing AM and PM room status reports.
  • Ensure that the Guest Room Attendant’s linen cart is neat and well organized.
  • Ensure that linen closets on guest room floors are completely stocked.
  • Maintain supply cage stock, neat and clean at all times.
  • Must have all guest rooms punched in via the phone after completion.
  • Ensure VIP rooms are inspected ASAP.
  • Ensure check out/vacated rooms are a priority.
  • Ensure hotel, guest and associates are maintained in a safe and secure environment.
  • Liaise with Brookfield Condo for any types of cleaning needed for condominium residents.

Engineering

  • Identify and address engineering issues through Synergy.
  • Assist management in the procurement of supplies and the issuance of purchase orders, maintaining inventory control and ordering through Birchstreet.
  • Review and address guest feedback and scores through Medallia.
  • Develop, recommend and implement Health and Safety strategies, policies and programs to promote safety in the workplace.
  • Ensure all chemicals are properly labeled, safely stored and have a current MSDS.
  • Perform accident investigations to identify root causes and recommend actions to reduce or eliminate hazards.
  • Perform frequent inspections of all public space to identify and correct Health and Safety concerns and building deficiencies.
  • Understand and execute budgets for capital projects.

 

                General

  • Attend monthly meetings, town halls, trainings as required.
  • Maintain knowledge of hotel, facilities and events.
  • Demonstrate the ability to implement the components of Omni Hotels corporate culture, business concepts, and mission.

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