Rooms Operations Manager
Rooms Operations Supervisor
Department: All Rooms Departments (focus on Housekeeping)
Reports to: Assistant Rooms Operations Manager
Due to local laws, we prioritize applicants who have permission to work in Canada, and it is essential in both English and French, both orally and in writing.
The Four Seasons Hotel Montreal is looking for someone who shares our passion for excellence and seeks to create a memorable experience for our employees and guests. We are looking for a person who has a strong work ethic, a high level of integrity, a concern for quality, a cultural sensitivity and a sense of customer service.
Supervisory role that focuses on supporting the day-to-day operations of the Rooms Division. Works in different areas that include Housekeeping, Spa, Guest Experience (Front Desk/Concierge), CORE (reservations, guest relations) and Guest services. Supporting hourly colleagues to carry out the best Guest Experience and follow all procedures to maintain the property’s standards. Strives to ensure guest and employee satisfaction and achieve labor efficiency by accurate scheduling in relation to business needs.
Ensure attendance of departments per schedule issued (Front Desk, Guest Services, Spa, CORE, Housekeeping);
Responsible for training and coaching of hourly employees;
Conducts standard testing and record performance management;
Support all efforts regarding all Key Performance indexes scores relating to service. (LQA, Forbes, Medallia);
Supports training and accountability within the team to achieve high results above benchmarks. Coaches Teams based on performance in order to achieve these standards;
Take action in all matters related to the safety, security, satisfaction and well-being of hotel guests;
Responds swiftly and effectively in any hotel emergency or safety situation;
Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible with guidance of Management Team;
Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone or via other technologies (CHAT);
Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests;
Ensure teams receive relevant and timely pre-shift in order to be successful during their shift;
Ensure ordering is done based on needs and stock shortage;
Ensure property cleanliness at all time with highest hygiene standards in mind and are representative of Four Seasons – across entire property;
Adhere payroll procedures: Ensure team members punches according to policy;
Complies with Four Seasons’ Work Rules and Standards of Conduct as set forth in the Employee’s Manuel EmPact;
Works harmoniously and professionally with co-workers and other supervisors;
Executes any other related task.
Assist department head with responsibilities and duties in the absence of or due to heavy volume in all areas of the Rooms Division;
Provide basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service;
Always lead by example and support team members with their needs regarding to training, scheduling or tools to perform their duties.
Desired Qualifications and Skills
College degree in related field preferred;
1-2 years luxury hotel experience in an operational supervisory role;
Experience with computers and knowledge of key front office PMS is a must;
Ability to read, write in French and English. Foreign language is a plus but not required;
Clear supervisory and leadership skills
Trustworthy and helpful personality to all team members in various departments
Ability to supervise a large and diverse group of individuals;
Ability to shift gears and into different areas of responsibilities comfortably;
Ability to work in motion, mostly standing, and lift, pull or push loads up to 25kg.
What’s in it for you?
Extended Health Coverage (dental, vision, life insurance, RMT, prescription drugs, etc.).
Discounts at our MARCUS Restaurant and our 5 Star Spa.
Employee themed recognition days and events such as Employee of the month, Service milestone celebrations, birthday events, and more!
Complimentary meal per shift in our employee dining room (Café 1440).
Retirement plan with employer contribution.
Paid time off including sick days, vacation days and 2 additional floating holidays per year.
Excellent training, development, and mobility opportunities.
Employee Travel Program, including complimentary stays at Four Seasons globally (by length of service and subject to availability).
And so much more!
The list of tasks specified above is not exhaustive, the function will require a constant adaptation to situations of high activity and specific management of customer relations.
*Our organization is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. We do not discriminate on the basis of gender, ethnicity, religion, sexual orientation, age, disability or any other basis protected under provincial or federal laws.