Job Description
Hospitality Careers at Brookstreet Hotel – Deliver Exceptional Guest Experiences with Us
QUALIFICATIONS:
• Minimum 1-2years' previous supervisory experience in Front Office operations, Hotel an asset
• University degree or College diploma in Hotel Management an asset
• Knowledge of computerized Front Office systems required with emphasis in Opera Cloud Proficiency in Microsoft Word and Excel (Strong Administrative Skills)
• Must have cash/float handling experience
• Must have open availability be able to work am, pm and overnight shifts, including weekends, evenings, and holidays
• Strong Guest Service focus.
• Excellent written and verbal communication skills required
• Highly organized, results-oriented with the ability to be flexible, multi-task and work well under pressure.
• Must have Smart Serve certification( Manager on Duty requirement)
• Bilingual in French /English is an asset
RESPONSIBILITIES:
Reporting to the Front Office Manager, the Guest Services Partner Lead is responsible for ensuring the highest level of Guest Service and ensuring that standards are maintained for all positions within Guest Services. The Guest Services Partner Lead also serves as a resource to the overall operations of the hotel by providing assistance and direction as needed.
• Helps coordinate Night Audit, Valet, Shuttle Ambassador, Lobby Ambassador Partners while on duty to ensure a smooth operation and the highest level of Guest satisfaction
• Maintains a high level of professionalism in all aspects of job performance
• Seeks feedback on Guest satisfaction and resolves problems in accordance with Brookstreet Hotel SOP’s and philosophy of partner empowerment
• Coaches and mentors partners. Creates an environment that allows partners to achieve job fulfillment and provides a path for career development with Brookstreet Hotel
• Maximizes rooms’ revenue through liaising with Guest Services to maintain continual rate and room inventory integrity
• Monitor and review arrival reports and VIPS's to ensure all special requirements are met or exceeded
• Knows all emergency procedures and general crisis situation management, including fire and emergency procedures, ensuring Guest safety is followed by all hotel employees
• Performs Manager on Duty Role when required and scheduled
• Maintains Guest Service standards
• Effectively maximizes inventory levels during high occupancy/sold out nights.
• Consistently demonstrates a commitment to personal Guest Service excellence and profitably through special duties as assigned.
• Upholds the highest standard of internal and external customer service at all times.
• Other duties as assigned by Front Office Manager
Brookstreet is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin. Brookstreet Hotel welcomes and encourages applications from candidates with disabilities, to support the Integrated Accessibility Standards, Ontario Regulation 191/11 for the Employment Standards set forth under the Accessibility for Ontarians with Disabilities Act, 2005. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you require accommodations and/or a copy of these documents in an alternate format for reasons related to a disability, please contact Human Resources at 613-271-3592. To review our AODA IASR Employment Policy please contact the Human Resources.
