Head of Housekeeping and Front Desk Management

Job Responsibility:

Primary Location: Pathsaala Campus, Perth-Andover, NB

Travel Needs: Rarely

Terms: Permanent. Fulltime

Job Title: Head of Hospitality & Front Desk Management

Direct Report: Head of Operations

Elephant Thoughts is a registered Canadian charitable organization that delivers life changing educational experiences for youth with barriers to develop global community leaders. We strive to assist youth, age 14-24, in developing a greater respect for the environment, a better understanding of other cultures, and an increased desire for civic engagement and leadership. Our Eco Campus locations are critical to our approach in providing these life changing experiences, allowing us to stretch beyond traditional learning and foster diversity and inclusion in a natural environment.

Hospitality and Front Desk Management staff play a vital role in our organization, primarily focusing on the following: achieving excellence in preparing a clean, safe and friendly environment for our participants and guests at our campus; promoting the mission, membership, and initiatives of Elephant Thoughts; being the guest/client-facing first point of contact in the guest experience.

The Head of Hospitality oversees all duties performed by our housekeeping staff. This includes assigning tasks to the housekeeping staff, identifying and reporting cases of sub-par work, unreliability, unprofessional appearance, or behaviour. They source and replenish eco-friendly cleaning supplies, as well as inform management of any equipment or furniture in need of repair or replacement. They ensure that the housekeeping staff complies with all safety and sanitation policies. They work collaboratively with Building Maintenance staff, Culinary Department and Front of House staff.

The Head of Hospitality and Front Desk Management develops and implements strategies to improve the functioning of the housekeeping and reception departments. They must have excellent time-management skills, extraordinary attention to detail, and be able to continuously identify ways for hotel operations to run more efficiently.

Head of Hospitality Responsibilities:

• Assigning housekeeping tasks to staff and inspecting work to ensure that the prescribed standards of cleanliness are met.
• Scheduling staff shifts and organizing replacements as required.
• Investigating and addressing complaints regarding poor housekeeping service.
• Providing training to the housekeeping staff.
• Regularly taking inventory of cleaning supplies and ordering stock as needed.
• Issuing cleaning supplies and equipment to housekeeping staff as needed.
• Screening housekeeping applicants and recommending promotions, training, and dismissals.
• Performing various cleaning duties.
• Filling in during instances of staff shortages or no-shows.

Head of Hospitality Requirements:

• Flexible to work evenings and weekends, ability to be on-call for emergencies.
• Must live in the Perth-Andover area, able to be onsite quickly in case of emergency.
• Bachelor's degree in hospitality or similar.
• Hiring, training and supervising housekeeping staff.
• Proven housekeeping or hospitality experience.
• Maintaining housekeeping supplies and equipment.
• Ability to budget and track expenses.
• Working knowledge of housekeeping and hotel best practices.
• Proficient in all Microsoft Office applications, proficient with Apple.
• The ability to multitask.
• The ability to stand for extended periods of time and ability to lift 50 lbs.
• Excellent organizational and time management skills.
• Exceptional customer service skills.
• Effective leadership and communication skills.

Front Desk Management Responsibilities:

• Defining and implementing 'Guest Experience' procedures & front desk objectives and processes.
• Helping guests with all check in/out needs, including but not limited to: carrying baggage, providing ‘white glove' assistance regarding special requests, concierge services or other.
• Modeling professional and warm customer service to our students who are learning work skills.
• Hiring and training staff and managing the shift schedules.
• Tending to guests' complaints and questions and providing exceptional customer service.
• Identifying efficiencies and processes improvements for housekeeping and guest services.
• Taking ownership as the ‘super-user' & troubleshooter for our hotel reservation software system, MEWS.
• Ensuring that the front desk and reception area is kept clean and organized.
• Maintaining front desk office supplies and equipment.
• Managing budgets, records, and contracts.
• Supervising staff and all front desk activities including bookings, appointments, phone calls, and emails.
• Conducting performance reviews with the front desk staff and housekeeping staff.
• Generating reports and feedback for presentation to the general manager.
• Performing administrative duties such as filing and updating records, among others, as needed.

Front Desk Manager Requirements:

• Flexible to work evenings and weekends, ability to be on-call for emergencies.
• Must live in the Perth-Andover area, able to be onsite quickly in case of emergency.
• Bachelor's degree in hospitality or similar.
• A minimum of 2 years of experience in front-facing client/customer services.
• Extreme proficiency in hotel front desk software such as MEWS, innRoad, and Cloudbeds.
• Good understanding of procedures and practices in the hospitality industry.
• Excellent written and verbal communication skills.
• Strong organizational and time management skills.
• The ability to provide exceptional customer service.
• Good leadership and training abilities.
• Extreme attention to detail and commitment to provide unreasonable hospitality.

This is not limited to those duties specifically listed, and can be changed at any time, in order to adapt to business demands or organizational changes.

Job Types: Full-time, Permanent

Pay: $14.75-$30.52 per hour

Expected hours: 20 - 44 per week

Benefits:

• Dental care
• Extended health care
• On-site parking

Schedule:

• 10 hour shift
• Day shift
• Evening shift
• Monday to Friday
• On call
• Weekends as needed

Work Location: In person

Application deadline: 2024-07-31