Assistant Front Office Manager

Sonesta International Hotels; Toronto; On-site; CAD 55,000 - 70,000; Full time

Job summary

A leading hospitality company in Toronto is seeking an Assistant Front Office Manager to oversee daily hotel operations and support staff. The successful candidate will ensure guest satisfaction while managing front office activities and adhering to brand standards. Strong communication skills and a bachelor's degree in a related field are required. Competitive benefits are offered, including health insurance, tuition reimbursement, and employee discounts.

Benefits

Food and Beverage Discount

RRSP Match

Tuition reimbursement

Employee Assistance Program

Qualifications

• Requires ability to stand frequently behind the desk.
• Must carry or lift items weighing up to 50 pounds.
• Must have good communication abilities.

Responsibilities

• Manage daily activities of the Front Office staff.
• Deliver Sonesta A+ Service in all interactions.
• Ensure guests receive prompt, professional attention.

Skills

Communication skills

Problem-solving

Organization

Education

Bachelor's degree in Hotel Management, Business Administration or related field

Job description

Overview

Job Description Summary

The Assistant Front Office Manager sets the tone for Sonesta's mission by always going above and beyond for our guests and coworkers. The Assistant Front Office Manager is responsible for assisting in managing all aspects of the front office areas which may include but is not limited to guest registration, bell services, concierge services, business center, telephone services, and guest reservations to ensure guest satisfaction and maximize hotel profitability. Adhere to all brand standards and desk merchandising. Serve as Front Office Manager in his / her absence.

Job Description

Work Environment

Front Desk and Front Office, Other areas of the Hotel as needed.

Responsibilities

• Assist in managing the day-to-day activities of the Front Office staff. Schedule colleagues to ensure proper coverage.
• Deliver on the promise of Sonesta A+ Service in all interactions with guests and clients. Manage according to the Sonesta G.U.E.S.T. standards and instill a passion for customer service in all associates of the hotel: Greet or welcome everyone, warmly with a smile, Use eye and ear contact and guest's name, Establish / anticipate needs, Solve and own all requests / complaints.
• Ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery gestures to ensure total guest satisfaction.
• Schedule and regularly conduct routine inspections of the front office and public areas to reflect positively on the hotel and brand; assist in creating and implementing action plans to correct deficiencies.
• Assist in monitoring and controlling labor costs and expenses, and achieving revenue and profitability goals.
• Assist in maintaining procedures for security of monies, credit and financial transactions, and guest security. Check billing instructions and guest credit for compliance with hotel credit policy.
• Train appropriate staff on procedures to serve as a central communications point during emergency/crisis situations.
• Promote teamwork and quality service through daily communication and coordination with other departments. Key contacts include Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.
• Interact with outside contacts: Guests for total satisfaction; Regulatory agencies for safety and emergency matters; other contacts as needed.
• May serve as "manager on duty" as required.
• Perform other duties as assigned including assisting staff with their job functions during peak periods.

Qualifications And Skills

This job requires ability to perform the following :

• Frequently standing up behind the desk and front office areas
• Carrying or lifting items weighing up to 50 pounds
• Remain stationary for extended periods of time
• Handling various objects
• Use a keyboard to operate various property management and reservations systems, etc.

Other :

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company.
• Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training.
• Mathematical skills, including basic math, budgeting, profit / loss concepts, percentages, and variances are utilized frequently.
• Problem solving, reasoning, motivating, organizational and training abilities are used often.
• May be required to work nights, weekends, and / or holidays.

Education And Experience

Bachelor's degree in Hotel Management, Business Administration or related field plus two years front office / guest services experience including supervisory experience, or an equivalent combination of education and experience. Must speak fluent English. Other languages preferred.

Benefits

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including :

• Salaried FTE Benefits
  • Food and Beverage Discount
  • RRSP Match
  • Drycleaning
  • Competitive Medical and dental benefits
  • Competitive Extended health care coverage
  • Various employee perks and benefits
  • Tuition reimbursement
  • Employee Assistance Program
  • Competitive Short- and Long-term disability program
  • Paid vacation
  • Paid sick days
  • Employee discounted hotel rate- for all Brands within the company
• Unionized FTE Benefits
  • Food and Beverage Discount
  • RRSP Match
  • Tool and shoe reimbursement
  • Competitive Medical and dental benefits
  • Competitive Extended health care coverage
  • Various employee perks and benefits
  • Tuition reimbursement
  • Employee Assistance Program
  • Competitive Short term disability
  • Paid vacation
  • Paid sick days
  • Employee discounted hotel rate- for all Brands within the company
• Unionized PTE Benefits
  • Food and Beverage Discount
  • Employee discounted hotel rate
  • Tool and shoe reimbursement
  • Various employee perks and benefits
  • Employee Assistance Program

Accessibility For Ontarians With Disabilities Act (AODA) and other notices: The Yorkville Royal Sonesta Hotel is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you need accommodation, please let Human Resources know.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. This job description is subject to change at any time.

EEO We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, colour, race, citizenship, ethnic origin, place of origin creed, disability, family status, marital status, gender identity, gender expression, sex, sexual orientation, or any other basis covered under applicable law.