Front Office Manager

About Easton’s: The Easton’s Group of Hotels has grown into a major force in the hospitality and service industry across Canada. Its flagship hotels include industry-renowned brands such as Marriott/Starwood, Hilton, and IHG. With 20 hotels owned and managed by Easton’s Group of Hotels, and a further 6 in development, your passion, collaboration, and voice will be an excellent addition to our growing organization. As a company, we strive to provide exceptional benefits, perks, and growth opportunities to all our employees. If you have a passion for exceptional service delivery, are results-driven, and appreciate recognition, Easton’s is your career partner of choice.

What do we offer?

• Worldwide Hotel Discounts
• Health & Dental Benefits
• Perkopolis - discounts on more than 500+ brands
• Wellness Days
• Career Development

Location: Near Toronto International Airport.

Responsibilities Of The Front Office Manager Are:

• Manage day-to-day operations and assignments of the front office staff; schedule, plan, and assign work. Develop and communicate departmental strategies and goals. Communicate and enforce policies and procedures.
• Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions per Company rules and policies. Alert management of potentially serious issues.
• Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions.
• Monitor front office staff to ensure guests receive prompt, professional attention, and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery guidelines to ensure total guest satisfaction.
• Motivate staff and establish a productive working environment for the hotel.
• Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Develop action plans to correct any deficiencies.
• Analyze guest satisfaction data and develop and implement plans to achieve established goals related to the brand.
• Achieve budgeted revenues, control labour costs & expenses, and maximize profitability within all areas of the front office. Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.

Education, Qualifications, Knowledge & Skills:

• Bachelor’s degree in Hotel Management/Business Administration, plus 3 years of Front Office/Guest Service experience including management experience, or an equivalent combination of education and experience.
• Must speak fluent English. Other languages preferred.
• Excellent communication skills and willingness to work as part of a team; ability to communicate effectively with guests, associates and other members of the leadership team.
• Availability to work weekends, holidays and various shifts.