Front Office Manager - Guest Experience Leader

The Crescent Hotels Group; Mississauga; On-site; CAD 57,000 - 67,000; Full time

Benefits offered by this job

Competitive salary

Exceptional benefits package

RRSP program with employer matching

Marriott travel discounts

Crescent Hotels & Resorts discounts

Learning and development opportunities

Health & wellness programs

Job summary

Crescent Hotels & Resorts is seeking a Front Office Manager for Marriott Courtyard Toronto Mississauga West. Lead a busy Front Office, mentor the team, and ensure guest satisfaction while upholding Crescent and Marriott standards.

Role requires a minimum 1 year in Front Office management, unionized-hotel experience, and flexible weekend availability. Competitive salary plus benefits and growth opportunities. Join a globally recognized brand and a supportive team culture.

Qualifications

• Minimum 1 year of experience in hotel Front Office managerial or assistant managerial role.
• Experience in a unionized hotel environment is required.
• Flexible availability; weekend availability mandatory.
• Strong verbal and written English communication skills.
• Excellent guest service and conflict-resolution skills.
• Ability to remain composed in high-pressure situations.
• Strong leadership, organizational, and problem-solving skills.
• Bachelor’s degree preferred; Marriott hotel experience preferred.

Responsibilities

• Lead, coach, and support the Front Office team, including Guest Service Agents.
• Participate in interviewing, hiring, onboarding, training, and performance management.
• Supervise the Front Desk to ensure high-quality service.
• Ensure compliance with SOPs, LSOPs, and hotel standards.
• Respond to guest requests, concerns, complaints, and special accommodations.
• Resolve guest challenges with sound judgment and empathy.
• Support group arrivals/departures for a smooth guest experience.
• Monitor Front Office operations to maximize guest satisfaction and revenue.
• Remain calm, professional, and solutions-focused during high-occupancy periods.
• Build strong relationships with guests, Associates, leadership, and departments.
• Provide leadership and direction while supporting the team.
• Perform other duties as required.

Skills

Front Office leadership

Guest service

Conflict resolution

English communication

Problem-solving

Leadership

Organizational skills

Education

Bachelor’s degree preferred

Tools

STAY PMS / POWER OF M

Job description

Crescent Hotels & Resorts is seeking a Front Office Manager for Marriott Courtyard Toronto Mississauga West. Lead a busy Front Office, mentor the team, and ensure guest satisfaction while upholding Crescent and Marriott standards.

Role requires a minimum 1 year in Front Office management, unionized-hotel experience, and flexible weekend availability. Competitive salary plus benefits and growth opportunities. Join a globally recognized brand and a supportive team culture.