Front Office Manager

The Crescent Hotels Group; Toronto; On-site; CAD 55,000 - 65,000; Full time

Job summary

An established industry player in hospitality is seeking a Front Office Manager to lead their team in delivering exceptional guest experiences. This role involves supervising Front Desk operations, managing staff, and ensuring high levels of customer satisfaction. The ideal candidate will have strong communication skills, a knack for problem-solving, and a commitment to teamwork. Join a company that values diversity and inclusion, and offers a supportive environment for your career growth. With competitive compensation and benefits, this opportunity is perfect for those looking to shine in their hospitality career.

Benefits

Excellent compensation package

Exceptional benefit plan

RRSP with matching component

Travel discounts for family members

Qualifications

• Ability to communicate effectively in English and maintain professionalism.
• Experience in customer service and conflict resolution is essential.

Responsibilities

• Supervise daily operations of the Front Desk to ensure guest satisfaction.
• Interview, hire, and train staff, providing performance evaluations.

Skills

English communication

Customer service

Mathematical skills

Conflict resolution

Team player

Professional appearance

Tools

Fosse system

Job description

Description

At Marriott Courtyard Toronto Mississauga West and Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to & proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do.

We understand what it takes to be a part of something great. We will encourage you to bring your true self to work every day, we will celebrate you and we will cheer you on as you shine bright in your career journey. Whether it be our health & wellness programs, best in class learning and development or our travel discounts that ‘feed your inner explorer’, we work hard to create and deliver on what YOU need. We are ready for you to start your journey with us where You Belong. We Care. Shine Bright.

We are currently seeking our next Front Office Manager to join our team. Exceeding our guest and associate expectations is our motto and we are seeking an individual who can help us achieve that. We are committed to providing you with:

• Excellent compensation package ($55K - $65K)
• An exceptional benefit plan for you & your family members
• RRSP with matching component
• Discounts with Marriott International and Crescent managed properties in North America for you & your family members

ESSENTIAL JOB FUNCTIONS:

1. Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
2. Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
3. Implement company programs and supervise the daily operations of the Front Desk to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
4. Supervise the Guest Service Agents.
5. Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees.
6. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions.
7. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation.
8. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
9. Comply with attendance rules and be available to work on a regular basis.
10. Perform any other job related duties as assigned.

REQUIRED SKILLS AND ABILITIES:

1. Must have the ability to communicate in English.
2. Self-starting personality with an even disposition.
3. Maintain a professional appearance and manner at all times.
4. Can communicate well with guests.
5. Must be willing to “pitch-in” and help co-workers with their job duties and be a team player.
6. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
7. Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
8. Ability to access and accurately input information using a moderately complex computer system.
9. Ability to stand, walk and continuously perform behind the front desk.
10. Ability to observe and detect signs of emergency situations.
11. Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
12. Ability to establish and maintain effective working relationships with associates, customers and patrons.

Experience working at Marriott hotels preferred. Working with Fosse system will be considered an asset. Working in a union setting will be an asset. Flexible availability is a must. Weekends availability is mandatory.

At Crescent Hotels & Resorts we strive to create a great place to work where associates at all levels of our organization are respected for their differences, just like the guests and owners we serve. That’s why we are dedicated to creating an environment that facilitates open and honest conversations about race, equity, diversity, and inclusion. By examining our own beliefs and behaviours, we can create change through training, recruiting, and promoting diverse talent to strengthen our culture.