Front Desk Manager

• Company: Inn on Long Lake
• Job Type: Full Time
• Job Level: Supervisory
• Job Type: Full Time
• Job Address: 4700 North Island Highway, Nanaimo, British Columbia V9T 1W6
• Job Status: Permanent
• Positions Available: 1

Our personnel are our most valuable asset; they deliver genuine one-of-a-kind experiences to our guests. Working at the Inn on Long Lake means working within a team of dynamic people towards the highest ambitions. We are currently accepting application for the position of full time Front Desk Supervisor. Must be available to work weekends, holidays, and occasional night shifts.

• Assign duties to the front office team members; observes performance to ensure adherence to hotel policies and established operating procedures.
• Assist in the selection of front office staff and completes all new hire paperwork.
• Train front office team on proper revenue management procedures, including successful selling techniques, current specials and/or promotions, and rates/discounts structures.
• Ensure that current information on rates, packages and promotions are available at the Front Desk and that all staff is knowledgeable on such.
• Provide real time feedback and ongoing training to the front office team.
• Plan and organize effective team meetings (at least twice per year).
• Empowers front desk staff to successfully handle guest needs, special requests, and complaints. Ensure all guest service issues are resolved prior to guests leaving the property.
• Review front desk employee’s performance & conducts personnel actions such as disciplinary actions.
• Establish work schedules within approved labor budget and business levels.
• Monitor and answer guest feedback; in person and online.
• Review all reservations to ensure accuracy.
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Assist the General Manager with group bookings: answer requests via phone or email, meet with clients and perform site inspections/tours as required, prepare contracts, secure room blocks, …etc.
• Bid or decline hotelplanner.com room requests.
• Manages departmental expenses within budgeted guidelines.

• Minimum of two years experience at front desk with complete understanding of front office operations, including Night Audit
• Superior interpersonal skills and the understanding of when tact and discretion are necessary to handle both team member and guest issues
• A friendly and enthusiastic individual with excellent grooming and a professional image
• Ability to prioritize workload and meet deadlines in a multifunctional work environment
• Ability to communicate clearly and effectively with guests and coworkers
• Knowledge of Microsoft Office and Property Management System Webrezpro
• Ability to work a flexible schedule, including weekends and holidays
• Ability to uphold all guest confidentiality, holding guest privacy and security in the highest regard.
• A proven leader with hands-on approach and an up & coming trainer.
• Ability to resolve guests’ complaints to the benefit of the guest and the property using effective problem resolution skills
• Understanding of proactive performance management and the importance of supportive discipline.
• Ability to lead by example and motivate team members to ensure a well-balanced work environment.

• Salary/Wage: $55,000 per annum

Please forward your resume and cover letter to Catherine Audet, General Manager, at c.audet@innonlonglake.com

Post Date: March 3, 2023 Deadline for Application: March 10, 2023