• Manage and monitor activities of all employees in the Front Office department making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed
• Direct and oversee all hotel operations during the night shift to ensure guest satisfaction and safety
• Ensure the accurate completion of the daily night audit in a timely fashion
• Must be able to perform the full night audit
• Co-ordinate with airlines offices to accommodate airline passengers from Hamilton Airport and Pearson Airport in case of flight cancellation
• Inform all overnight staff of nightly activities, Airline passengers, group and VIP arrivals as well as special requests and repeat guests
• Act as manager on duty for the hotel in the absence of the Front Office Manager dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise
• Required to welcome our guests to the hotel in a friendly and helpful manner, ensure that the public areas are kept clean and tidy
• Must actively participate in the decision-making process on guest relocation for nights when over capacity
• Work closely with the Housekeeping Department to improve guest services
• Be aware and able to enforce all fire-life-safety procedures.
