Falls Avenue Resort

  • Assistant Front Office Manager

    Front Desk/Guest Services
    Job Status Type
    Future Opportunity
  • Overview

    This position is responsible in the effective and efficient operation of the Front Office/Guest Services Department- ensuring the highest level of guest service is provided by consistently exceeding guest expectations and maximizing potential revenue, ensuring results are achieved in accordance with objectives, performance and quality standards established by the Company. This position reports to the Director of Operations.


    Manage and schedule Front Office management. Staff, budget, project and P&L management. Continually look for ways to improve Front Office operations in order to increase guest satisfaction, revenue and decreased costs. Assist with administrative support as necessary to meet company standards.



    • Commitment to excellent customer service skills, knowledge of company products and services
    • Commitment and passion to maximizing guest satisfaction in each stage of the guest experience
    • Leadership skills
    • Excellent organizational and time management skills
    • Ability to work independently with minimal supervision as well as cooperatively within a team setting
    • The ability to work under pressure and manage several tasks simultaneously
    • Excellent interpersonal and communication skills
    • Demonstrate the ability to maintain professional composure at all times, while performing multiple tasks among staff, multiple guests/multiple items/products
    • Employ persuasion and influence to initiate and/or resolve matters
    • Ability to quickly respond to changing work volume with high-energy level and speed
    • Experience in rooms division/front office
    • Resolve guest complaints in an efficient and courteous manner
    • Demonstrate professional telephone manners
    • Attention to detail
    • Post-Secondary education in a related field or the equivalent in education and experience
    • Opera front desk experience preferred
    • Knowledgeable with Microsoft Word, Excel and Outlook
    • Knowledge of Holidex, Perform, Merlin and Quore preferred
    • Ability to lead/supervise a large team of front desk staff
    • Sets high priorities/standards and demonstrates urgency to achieve critical goals and objectives
    • Approachable and establishes immediate credibility with guests and staff - leads all staff by example
    • Develops all staff to the best of their personal capabilities and directs staff in an efficient and forthright manner
    • Demonstrate personal involvement and supervision to ensure the workplace is safe for all guests and staff
    • Demonstrate knowledge and conversational ability to train staff to effortlessly provide exceptional guest experiences
    • Outstanding attention to detail - both personal grooming/appearance and in properly ensuring staff appearance standards are maintained at all times
    • Ability to work all shifts including days/evenings/weekends and holidays


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