Assistant Front Office Manager

Courtyard by Marriott Downtown Toronto; Toronto; On-site; CAD 79,000; Full time

Job summary

A prominent hotel in Downtown Toronto is seeking an experienced Assistant Front Office Manager to lead the front office team and ensure exceptional guest experiences. The ideal candidate will have strong leadership abilities, experience in hospitality operations, and a knowledge of revenue management strategies. This full-time position offers a competitive salary and benefits, including medical and dental insurance.

Benefits

Dental Insurance

Medical Insurance

Disability Insurance

Discretionary bonuses

Qualifications

• Minimum of 3 years experience in front office operations or hospitality leadership role required.
• Strong leadership and communication skills are essential.
• Ability to handle high-pressure situations with professionalism.

Responsibilities

• Lead and develop a dynamic front office team.
• Oversee compliance with company policies and standards.
• Enhance revenue management strategies for maximum profitability.

Skills

Leadership

Communication

Problem-solving

Revenue management strategies

Education

Bachelor’s degree in hospitality management or related field

Tools

Marriott property management systems (Fosse, GXP, MARSHA, ATLAS)

Microsoft Office Suite

Job description

Terms of Employment: Full-time / Permanent

Employment Address: 475 Yonge Street, Toronto, Ontario, M4Y 1X7

Hours of Work: 40 hours/week

Language: English

Benefits: Eligible for discretionary bonuses and/or salary increases in accordance with company policy. Eligible for Dental Insurance, Medical Insurance and Disability Insurance. Eligible for Canada Life, H&W, Life Insurance and DCPP-RRSP.

Salary: $ 78,500 CAD / year

Job Summary

The Assistant Front Office Manager is responsible for ensuring exceptional guest experiences, optimizing team performance, and maintaining operational excellence. This role involves leading and developing a dynamic front office team, driving revenue strategies, and fostering a culture of professionalism, innovation, and inclusivity. The ideal candidate will exhibit strong leadership, strategic thinking, and a deep understanding of cross-functional hotel operations.

Duties

Team Leadership & Development:

• Driving team satisfaction metrics to exceed goal levels annually by implementing employee engagement initiatives, conducting regular surveys, and analyzing feedback
• Reporting progress of team to the General Manager with actionable insights and improvement strategies
• Fostering a positive and inclusive work environment by conducting regular one-on-one meetings with team members, providing feedback, and aligning individual goals with departmental objectives
• Cultivating future leaders through structured learning opportunities and growth initiatives in alignment with Marriott International’s development programs
• Implementing onboarding strategies to ensure smooth integration of new team members, tailoring personalized learning plans based on individual strengths and development areas
• Supporting continuous learning by coaching and mentoring staff to enhance knowledge, skills and career progression

Operational Excellence & Guest Experience:

• Maximizing team productivity through efficient scheduling and proactive problem-solving
• Developing and communicating strategic roadmaps to ensure the team achieves year-end goals
• Establishing an upholding high performance standards, assuming responsibility for goal execution and motivating the team to exceed expectations
• Monitoring and ensuring compliance with all company policies, standards and procedures within daily operations
• Leading department profit and loss (P&L) meetings, analyzing key financial metrics such as revenue per available room (RevPAR), average daily rate (ADR), and occupancy rates
• Developing and implementing corrective measures, including cost control strategies and targeted pricing adjustments, to ensure alignment with hotel revenue goals
• Enhancing revenue management strategies to maximize room revenue in response to seasonal demand and implementing upselling incentive programs for incremental revenue generation
• Promoting Marriott Bonvoy membership, fostering guest loyalty through targeting initiatives and team engagement

Guest Relations & Service Recovery:

• Maintaining a visible presence in guest areas, ensuring safety and security while professionally handling any suspicious behavior
• Managing emergency situations, including fire alarms, first aid, CPR, and incidents involving fraudulent activity or guest disturbances
• Addressing and resolving guest complaints effectively through proactive interdepartmental communication, implementing necessary training to elevate service standards
• Monitoring guest feedback channels, ensuring prompt response and following up to maintain guest retention and satisfaction
• Navigating hotel extranet platforms (e.g., Booking.com, Expedia) to resolve guest issues, prevent fraudulent bookings, and oversee cancellation policies

Cross-Functional Collaboration & Performance Optimization:

• Establishing strong interdepartmental relationships with housekeeping, engineering, and food & beverage to deliver an unparalleled guest experience
• Adapting to operational challenges, demonstrating flexibility in working across various hotel departments when needed. For example: During peak occupancy periods, coordinating with housekeeping to ensure timely room turnovers or supporting the front desk team in handling a surge in guest check-ins
• Proactively identifying and addressing operational bottlenecks to maintain a seamless service delivery
• Encouraging a global mindset by supporting a diverse workforce and leveraging cultural perspectives to drive innovation and engagement
• Conducting structured team appreciation initiatives to recognize and celebrate accomplishments, fostering a motivated work environment

Diversity, Inclusion & Global Mindset:

• Supporting employees and business partners with diverse styles, abilities, motivations, and cultural perspectives
• Utilizing diversity to drive innovation, engagement, and enhanced business results, ensuring employees reach their full potential

Technical & System Expertise

• Proficient in Marriott property management systems, including Fosse, GXP, MARSHA, and ATLAS
• Utilizing industry tools such as STR to monitor market trends, assess revenue management strategies, and analyze competitor performance
• Overseeing hiring process, including screening and interviewing potential candidates for the front office team

Requirements

• Bachelor’s degree in hospitality management, hotel management or related field is required
• Minimum of 3 years experience in front office operations or hospitality leadership role is required
• Strong leadership, communication, and problem-solving skills
• Experience with revenue management strategies and guest service optimization
• Ability to handle high-pressure situations with professionalism and poise
• Proficiency in Microsoft Office Suite and hotel management software
• Trained in emergency response and de-escalation strategies