Service Manager - Reception Manager
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Service Manager - Reception Manager

Shangri-La Hotel, Toronto

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Service Manager - Reception Manager

About the job

Shangri-La hotel, Toronto

The Service Manager – Reception Manager provides supervision, direction and leadership to all colleagues under the direction of the Rooms Division Manager in accordance with the objectives, performance and quality standards established by Shangri-La Hotels and Resorts and the hotel. In addition, The Service Manager – Reception Manager will work closely with the Assistant Front Office Manager, Chef Concierge and Guest Relations Leader to ensure support and relief supervision of Front of House teams.

 

The Service Manager – Reception Manager will be the first point of contact for any guest feedback received through or related to the Front Office, and will appropriately follow-up with the guests to ensure satisfaction.

 

People Management

  • Manages the Reception, Service Centre and Duty Manager operations and work flow to maximize guest satisfaction
  • Provides supervision of the Guest Services, Concierge and Guest Relations teams in absence of respective Departmental leaders
  • Supervises and  guides all staff to ensure that hotel’s policies and procedures are adhered to, with specific focus on Forbes 5 Star, AAA 5 Diamond and  LQA standards
  • Conducts daily and quarterly colleague meetings to highlight areas of improvement in the service aspects and obtain feedback
  • Manages new colleague onboarding of Front Office colleagues and Service Leader – Front Office
  • Manages colleague documentation and progressive disciplinary action in collaboration with Human Resources team
  • In the absence of the Assistant Front Office Manager/Guest Services coordinate the operation flow, outlook and delivery of Guest Services Team

Working Environment

  • Creates a positive and highly motivated working environment that promotes and develops teamwork
  • Utilizes and develops communication tools and channels for the dissemination of information and workflow in the section
  • Manages departmental training plans and highlights colleague training opportunities to ensure competency and consistency in service

Customer Loyalty

  • Ensures calls from guests and external calls are handled professionally and with care adhering to hotel’s and Shangri-La policies and procedures
  • Promptly and actively obtains feedback from guests and inform the relevant departments the actions taken to rectify the feedback and ensure guest satisfaction
  • In all incidents, provides management and departmental heads with reports and takes action to avoid repetition of incidents, accidents, theft and complaints
  • Ensures Reception and Service Centre teams are actively recording and following-up on guest preferences and updating guest profiles accordingly
  • Ensures Rooms Controller is performing daily profile checks and merging profiles where necessary
  • Ensures Front Office and Service Centre teams are well trained on the Golden Circle program and are actively enrolling new members (with guest consent)

Operational Processes

  • Ensures the facilities of the Reception and Service Centre areas are always in excellent working order, neat and clean and unauthorized persons do not enter the area
  • Having presence in the Lobby during peak hours to assist operations and guest interactions
  • Is familiar and can provide training and preliminary technical support with all Front Office and Service Centre systems including Opera, FCS, Intelity & Micros POS
  • Ensures guest requests are handled efficiently at both Reception and Service Centre and requests are appropriately followed-up to ensure satisfaction
  • Ensures all Front Office related defects are logged and appropriately followed-up
  • Manages all group and VIP arrivals and departures
  • Understands room situation in the Hotel and in the city, and related effects on hotel operations
  • Ensures Night Audit process is carried out successfully

Administration

  • Drives and administrates both Golden Circle enrollment and Front Office upselling including monthly upsell forecast and incentive payment
  • Attends weekly resume meeting on behalf of the Reception team
  • Attends weekly labour meeting on behalf of the Reception team
  • Conduct Front Office collateral inventory and manage procurement in accordance with budget

Safety and Security

  • Ensures the highest level of safety and security by facilitating effective training programmes that deliver a high degree of awareness amongst staff
  • Ensures all Service Leaders – Front Office are fully trained on emergency and evacuation procedures and comfortable to read and operate fire panel
  • Ensures Front Office teams are aware of guest security measures and associated personal protection rights and responsibilities

Environmental Responsibility

  • Ensures that the environmental initiatives are adhered to in the section and participates in community activities and programmes

 

 

The following is considered mandatory for this position:

 

  • Service Excellence – Genuinely warm presence, friendly, sincere and outgoing nature, leading by positive example to strive for service excellence and warm hospitality
  • Detail oriented – Strong organization, multitasking and time management skills
  • Operational expertise –Demonstrates strong knowledge of Sla service deliverables, SLV service standards, programs, policies and procedures
  • Decision making- Prompt, sound, reasonable and clear decision making
  • Problem solving –adept at juggling multiple needs, collaboration within strong network of contacts to creatively and successfully resolve problems
  • Strong leadership – Inspires employee commitment, loyalty and motivation though progressive supervisory practices that foster teamwork, safety, open communication, respect, sincerity, helpfulness, courtesy and humility
  • Coaches and mentors – Fosters a climate of continuous learning and growth
  • Ethical and professional conduct – Fulfills responsibilities with highest integrity
  • Technology proficiency– Fully competent in all systems used within department, including Windows based programs and PDA technology

     

    Shangri-La hotel, Toronto is compliant with its obligations under the Accessibility for Ontarians with Disabilities Act, 2005, and will provide reasonable accommodation in the application and interview process for this position upon request.

 

Other Requirements:

  • Minimum 2 years previous work experience in a similar capacity within an international world-class hotel or service organizations
  • Degree or diploma in Hospitality Management (completed or in-progress)
  • Required to work nights, weekends, and/or holidays
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Service Manager - Reception Manager

Downtown, Toronto, Canada

Full-time, Indefinite

Start Date:

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