Job details

Room Division Assistant Manager (Graduate program)

The Room Division Assistant Manager is a dual role requiring to work either in Front Office as Guest Experience Manager (Duty Manager) or in Housekeeping as Housekeeping Assistant Manager. You will be required to be flexible and work either position.

The role of the Housekeeping Assistant Manager is to take oversight of the overall cleanliness of the Hotel and ensure Pan Pacific Hotels and Resorts standards are maintained. The Housekeeping Manager will work closely with other hotel operational departments to ensure optimal standard and service for guests. This position is a hands-on management role and is responsible for supervising staff and inspecting rooms.

RESPONSIBILITIES:

Ø Provide the Housekeeping team with a motivational, positive environment.

Ø Inspires associates to do the best job possible through positive feedback and recognition.

Ø Assist with the Training of all new Associates

Ø Creates a warm, friendly, positive but effective work environment

Ø Provides on going coaching for associates

Ø Provides and ensures a clean orderly safe work environment

Ø Acts as a role model at all times

Ø Acts quickly to improve overall guest satisfaction

Ø Effectively handles guest complaints, informing all those who need to know

Ø Ensures all areas of the Hotel are cleaned to Pan Pacific Standards

Ø Show pride in extending service and obsessively service oriented

Ø Demonstrates and exercises Pan Pacific’s vision and guiding principles

Ø Constantly sees to it that customers’ needs are understood, attended to and met

Ø Ensures all WCB regulations are met; MSDS sheets, WHMIS labels and training

Ø Inspect rooms and provide team feedbacks accordingly

Ø Assist Executive Housekeeper with any other duties, as assigned

The role of the Guest Experience Manager includes but is not limited to the following responsibilities:

· Supervise Guest Service Agents. Maintain and implement as necessary the Absolute Care Rooms operation Management system in Guest Services and undertake regular monthly audits and review to ensure standards are being met.

· Maintain and ensure the check in times and quality of the welcome experience for our guests and advise senior management of changes as they may be required, to meet the minimum standards for “Welcome”. Assist with check-ins and check-outs at the front desk, where necessary.

· Resolve guest and employee complaints. Keep Director of Rooms informed of any risk or opportunity in relation to any experience or inter-action.

· Maximize room sales and revenue for the hotel. Ensure Guest Services operates with a sales attitude and all associates are aware of sales opportunities within the hotel, which will assist with the maximization of revenue. Ensure all Guest Service Associates are aware of all room sales/revenue targets and are kept informed to performance results.

· Maintain a high standard of customer relations/customer service within Guest Services. Maintain professional internal/external guest service: smiles, creates eye contact and uses employee/guest names.

· Train & coach Guest Service Agents.

· Develop and maintain a high level of communication relating to business opportunity between Guest Services and other operational departments. Maintain open and constant communication with other departments, on a day-to-day basis regarding changes in the forward occupancy of the hotel and subsequent services levels required.

· Facilitate communication of internal and external events to Guest Service Agents. Guide and counsel associate to correct nonstandard behavior/performance and promote improved productivity. Ensure regular communications meetings are held with the Guest Services Agents. Include connection associate performance appraisals and introducing revising SOP’s as necessary.

· Motivate, lead and encourage the entire Guest Services team to effectively and professionally sell our Rooms and other hotel services to affect improved overall revenue for the hotel.

· Maintain all systems and procedures as they relate to VIP Arrivals are being met and ensure Associate resources are scheduled to adequately provide service levels to required standard.

· Maintain and ensure the “Delivery of the Promise” with regards to GHA Loyalty programs and create the “Wow” effect in exceeding guests’ expectations.

· Ensure all Floats and cash handling procedures are adhered to within company standards and ensure the overall protection of the company’s revenue. Adhere to company credit policies to ensure all revenue expected will be received.

· Ensure all Guest Service Agents are well presented at all times in accordance with the company grooming standard

· Ensure & maintain the cleanliness and presentation of the Lobby at all times

· Work with other departments to ensure safe comportment of staff and guests in emergency situations. Ensure a safe work area.

· Rotate through secondments as Night Manager, Housekeeping Supervisor, F&B as required.

· Other projects as assigned by the Front Office Manager.

Job Type: Full-time

Salary: Up to $50,000.00 per year

Benefits: