Assistant Manager, Guest Experience

Skillhub Solutions Inc.; Toronto; On-site; CAD 42,000 - 62,000; Full time

Job summary

Marriott in Toronto is seeking an entry-level management assistant to support daily front-office operations, including front desk, bell staff, switchboard, and guest services. You will help meet guest-service standards and operating-budget objectives while learning hotel operations.

The role focuses on guiding shifts, coaching staff, monitoring service quality, resolving guest issues, and supporting revenue procedures.

Qualifications

• High school diploma or GED with two years’ experience in guest services or front desk.
• Or a two-year degree in Hotel/Restaurant Management, Hospitality or Business Administration; no work experience required with this route.

Responsibilities

• Guide daily front-desk shifts and support front-office operations in the absence of management.
• Coach, train, and support employees; communicate performance expectations.
• Monitor service quality, staffing, guest feedback, and progress toward goals.
• Resolve guest complaints and escalate as needed.
• Support room-revenue and occupancy procedures and front-office financial objectives.
• Help administer guest-recognition processes and review satisfaction results.
• Perform front-desk duties as needed and understand bell, switchboard, concierge, and guest-services operations.

Skills

Guest services

Customer service

Communication

Education

High school diploma or GED

Two-year degree in Hotel and Restaurant Management or Hospitality or Business Administration

Job description

Toronto, ON Full-time Salary not specified

Schedule: Full-time

This entry-level management role supports daily front-office operations, including the front desk, bell and door staff, switchboard, and guest services. The assistant manager helps meet guest-service standards, employee expectations, and operating-budget objectives.

Responsibilities

• Guide daily front-desk shifts and support front-office operations in the absence of the front-office or front-desk manager.
• Coach, train, and support employees; communicate performance expectations and address questions and concerns.
• Monitor service quality, staffing levels, guest feedback, and progress toward front-desk goals.
• Resolve guest complaints and service issues, escalating when appropriate.
• Support room-revenue and occupancy procedures, credit-policy compliance, and front-office financial objectives.
• Help administer guest-recognition processes and review guest-satisfaction results.
• Perform front-desk duties as needed and understand bell, switchboard, concierge, and guest-services operations.

Qualifications

• High school diploma or GED and two years of experience in guest services, front desk, or a related area; or
• A two-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major. No work experience is required with this education route.

This posting is for an existing vacancy. Marriott welcomes applicants from diverse backgrounds and provides accommodation during the recruitment process.