Franchised Manager on Duty - Jobs in Kingston, ON

Job Description

Job Number 22152081Job Category Rooms & Guest Services OperationsLocation Delta Hotels Kingston Waterfront, 1 Johnson Street, Kingston, ONT, CanadaSchedule Full-TimeLocated Remotely NRelocation YPosition Type ManagementAdditional Information: This hotel is owned and operated by an independent franchisee, Diamond Hotels Canada Inc. The franchisee controls all aspects of the hotel’s employment policies and practices, including the selection and hiring process. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International.JOB SUMMARYThis role is responsible for overseeing and managing all aspects of the hotel in the absence of the General Manager to ensure smooth operations across all departments. You will see that the hotel team is consistently meeting our brand standards, foster a positive and productive work environment, and ensure that our guests consistently receive an exceptional experience while with us, from the service they receive to the physical facility.KEY AREAS OF RESPONSIBILITY:

• Work collaboratively with all departments to ensure smooth operations, hotel standards are adhered to, emergency situations are handled properly, and ensure guests needs are consistently being met or exceeded
• Manage and resolve all Guest complaints or concerns promptly and effectively with the goal of 100% guest satisfaction
• Support the hotel team by assisting any department as required to ensure uninterrupted service to our guests (i.e. guest check-in, guestroom deliveries, parking garage, bell services, etc.)
• Address and correct employee performance and behaviour concerns in the absence of the Department Head Manager
• Be present in the hotel lobby and other public areas, particularly during busy times, to greet and engage with all guests and assist with inquiries, requests, baggage, and generally making them feel welcome
• Conduct property walks and perimeter checks, including parking garage, to ensure safety and security of the hotel, our guests and employees, and ensure the property is clean and presentable at all times (i.e. light bulbs working, garbage removed, room service trays picked up, etc.)
• Stay current with all hotel offerings, services, policies and procedures, hotel and local events/activities
• Work closely with Guest Services Manager to monitor Guest satisfaction reports and implement actions to improve results
• Complete daily MOD report detailing any issues and resolutions and forward to the management team for review
• Ensure you are using an inclusive hiring approach and in compliance with Ontario Human Rights Code and the Accessibility for Ontarians Disabilities Act and any other applicable legislation
• Support and promote a culture of equity, diversity, and inclusion that respects and incorporates different perspectives in decision making
• Ensure hotel policies and procedures are administered on a consistent and equitable basis
• Maintain a welcoming and inclusive working environment to attract and retain qualified staff
• Ensure regular recognition of staff showing commitment to the hotel’s organizational values and policies
• The above areas of responsibility are intended to describe the essential nature and level of work to be performed. They are not all inclusive and may be amended from time to time.

JOB REQUIREMENTS

• Completion of a 2-year community college diploma in related area or equivalent
• Minimum 4 years of diverse hotel experience
• Minimum 2 years experience in a management role with a good understanding of a full service hotel operation
• Ability to approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Must be effective in handling problems with tact and diplomacy, including anticipating, preventing, identifying and solving problems as necessary.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests
• Passion for customer service excellence
• Strong communication skills both written and verbal
• Excellent time management skills with the ability to prioritize and multitask
• Strong computer skills – experience with MARSHA and Opera an asset
• Must be flexible to work evening and overnight hours
• Must possess the ability to communicate effectively within a diverse team environment
• Ability to work effectively and collaboratively in a multi-cultural environment with co-workers, managers, and guests

This company is an equal opportunity employer.frnch1Quick Apply

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