Guest Experience & Front Desk Manager

Omni Hotels & Resorts; Toronto; On-site; CAD 59,000 - 64,000; Full time

Job summary

The Omni King Edward Hotel in Toronto is seeking a Front Office Manager with a passion for hospitality management and guest services. The role focuses on coordinating Front Desk, Bell Services, and Concierge operations to deliver exceptional experiences within a luxury setting.

Responsibilities include maintaining high service standards, collaborating with reservations and housekeeping, handling guest concerns, and driving occupancy and revenue through strategic upselling and activity planning.

Qualifications

• College degree or equivalent, preferably in a hospitality management program.

Responsibilities

• Plan, set goals and oversee day-to-day operations of the Front Office Department (Front Desk, ISAs, Bell Services, Door, Concierge).
• Implement company programs and manage the Front Desk Office to ensure SOP compliance and high service quality.
• Ensure arriving and departing guests receive maximum courtesy and expeditious service.
• Maintain liaison with management, reservations, and housekeeping to exceed guest expectations.
• Identify and correct potential problems in hospitality services on the spot.
• Collaborate with management to develop plans for targeted markets and special services.
• Complete overnight manager checklists and related tasks.
• Address customer complaints and monitor feedback to sustain customer satisfaction and quality.
• Coordinate with sales to improve occupancy, revenues, and upselling goals.
• Manage room inventory including planning, upselling, and advance blocking.

Education

Hospitality management degree

Tools

Opera PMS

BirchStreet

Synergy

Outlook

Job description

The Omni King Edward Hotel in Toronto is seeking a Front Office Manager with a passion for hospitality management and guest services. The role focuses on coordinating Front Desk, Bell Services, and Concierge operations to deliver exceptional experiences within a luxury setting.

Responsibilities include maintaining high service standards, collaborating with reservations and housekeeping, handling guest concerns, and driving occupancy and revenue through strategic upselling and activity planning.