Guest Experience Manager / Duty Manager

25hours Hotels; Markham; On-site; CAD 60,000 - 75,000; Full time

Job summary

25hours Hotels is seeking a Front Office Operation Manager who will lead a dedicated team to ensure exceptional guest experiences. With responsibilities ranging from managing reception duties to overseeing team training, this role offers an opportunity to leverage strong leadership and hospitality skills in a vibrant hotel environment. Candidates should possess a proven track record in hospitality management, with a focus on maintaining high service standards and guest relations.

Qualifications

• 5+ years of relevant experience in hospitality, including 2 years in management.
• Strong focus on continuous improvement and integrity.
• Ability to manage a diverse workforce with exceptional organizational skills.

Responsibilities

• Manage the Front Office team to deliver legendary customer experience.
• Implement and monitor high standards of service.
• Handle check-in & check-out processes and resolve service issues.

Skills

Leadership

Communication

Organizational Skills

Customer Service

Tools

Opera Property Management System

Job description

Paradise of Paradoxes.

25hours Hotel Jakarta The Oddbird is a space that celebrates culture and lifestyle with nostalgia, authenticity, and genuine hospitality. It embodies poetic contrasts—the paradise of paradoxes. Nestled in the heart of the Sudirman Central Business District (SCBD) within District8, 25hours Hotel Jakarta The Oddbird stands tall with 38 stories, featuring 210 rooms and 135 serviced apartments rising above Ashta Mall in the Senopati area, the city's hottest business and lifestyle district.

Company Description

25hours Hotel Jakarta The Oddbird is a space that celebrates culture and lifestyle with nostalgia, authenticity, and genuine hospitality. It embodies poetic contrasts—the paradise of paradoxes. Nestled in the heart of the Sudirman Central Business District (SCBD) within District8, 25hours Hotel Jakarta The Oddbird stands tall with 38 stories, featuring 210 rooms and 135 serviced apartments rising above Ashta Mall in the Senopati area, the city's hottest business and lifestyle district.

Job Description

Front Office Operation

• Manage, support, and motivate the team to deliver a legendary customer experience to guests.
• Initiate, implement, and monitor processes and procedures to ensure consistently high standards of service are maintained.
• Be responsible for the smooth operation of the apartment and maintain a long-term good relationship with guests.
• Meet, greet, and escort guests to the room according to the property’s standards and as assigned.
• Be a custodian of the guest history database, ensuring profiles are up-to-date and information is used in operations to support guest recognition.
• Provide general reception duties including managing all incoming telephone calls, inquiries, greeting visitors, and viewing.
• Perform office administration duties including reporting and stocktaking.
• Perform check-in & check-out procedures and payment collection for tenants.
• Handle and follow up on complaints and inquiries from tenants & professionally resolve service issues.
• Ensure implementation of SOPs and all policies & procedures related to the department.
• Ensure all opening and closing duties are implemented by established standards.
• Assist in managing and training operational colleagues.
• Attend training sessions as assigned.

Other Duties

• Perform other duties and functions as may be assigned by the Front Office Manager from time to time.
• Participate in any Front Office initiatives and projects.
• Perform any ad-hoc duties as assigned.

Qualifications

Essential Qualifications

• Demonstrated ability to manage a diverse, multi-cultural workforce with exceptional organisational skills.
• Exemplary leadership and communication skills, with a proven track record of team engagement and motivation.
• Unwavering commitment to integrity and dedication, with a strong focus on continuous improvement.
• Adaptable management style capable of navigating dynamic work environments.
• Comprehensive knowledge of Front Office Operations is imperative.
• Strict adherence to guest and hotel information security and confidentiality protocols.
• Proficiency in Opera Property Management System is highly advantageous.

Professional Experience

• A minimum of 5 years' relevant experience in the hospitality industry, with at least 2 years in a managerial capacity.

Additional Information

In compliance with employment laws in Indonesia, this position is only open to Indonesians.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Management and Manufacturing

Industries

• Hospitality