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Front Desk Manager

Location:	Edmonton, Alberta, Canada
Job Type:	Permanent
Posted:	19th Jul 2010
Closing Date:	3rd Aug 2010
Posted By:	Diamond Hospitality Management
Details:
Front Desk Manager DIAMOND HOSPITALITY MANAGEMENT / HILTON GARDEN INN WEST EDMONTON We are looking for a unique individual for the position of Hilton Honors Guest Manager. You will be supported by an outstanding group of like-minded team members who are known for their reputation, commitment to quality, delivery and uncompromised customer service. The responsibilities of this position will focus solely on the services and trainings of the Hilton guest loyalty program - HHonors and its membership oversight and member services. This position is full time and reports to Operations Manager. Platinum Investment Inc. is a family owned company that believes that "superior customer service" in hospitality is what sets us apart from all others. With the top two rated hotels in Edmonton we are recognized as the leaders in the hotel industry. Our young, vibrant company continues to grow with two new hotels ventures to join Platinum Investment Inc. within the next two years, a true testimony to our dedication of continuous growth and opportunities. OVERALL RESPONSIBILITIES: HHonors Guest Manager's duties will include: Facilitating ongoing property HHonors training and information updating; Property CRM program training, monitoring and performance. Ensure HHonors VIP benefit delivery; HHonors enrolment oversight; Member reward stays management; HHonors guest relationship management; Property and/or brand HHonors promotion program promoting; HHonors guest survey management on SALT But not limited to: Serving guests at the front desk while providing the highest level of service possible in an efficient, courteous and professional manner by following Hilton Garden Inn West Edmonton standards of aggressive hospitality and adhering to guidelines and procedures. Ensure uniform and personal appearance is clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other associates. Ensure adherence to quality expectations and standards. Ability to deal with the public in a professional and courteous manner. Ability to communicate with all managers and supervisors and fellow associates. Ability to handle conflict situations in a professional manner. Policies and Procedures Protect the privacy and security of guests and coworkers. Follow company and department policies and procedures. Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures. Maintain confidentiality of proprietary materials and information. Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures. Perform other reasonable job duties as requested by Operations Manager. Guest Relations Address guests' service needs in a professional, positive, and timely manner. Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible. Thank guests with genuine appreciation and provide a fond farewell. Actively listen and respond positively to guest questions, concerns, and requests to resolve issues, delight, and build trust. Engage guests in conversation regarding their stay, property services, and area attractions/offerings. Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper or moving objects out of the way). Communication Speak to guests and co-workers using clear, appropriate and professional language. Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property. Working with Others Support all co-workers and treat them with dignity and respect. Develop and maintain positive and productive working relationships with other employees and departments. Partner with and assist others to promote an environment of teamwork and achieve common goals. Quality Assurance/Quality Improvement Comply with quality assurance expectations and standards. Education & Experience § High school or College diploma; 2 years experience in the front office, or related professional area. Wage: $15.00/hour No. of positions available: 1 Up to 44 hours/week (must be flexible to work varying shifts) Address: 17610 Stony Plain Road, Edmonton, AB, T5S 1A2 We are committed to employment equity. We encourage all people, including women, visible minorities, persons with disabilities and persons of aboriginal descent to apply. Please apply by mail.

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