GUEST SERVICE MANAGER

Marriott-International; Toronto; On-site; CAD 52,000 - 58,000; Full time

Benefits offered by this job

Health coverage

On-site parking

RRSP

Education reimbursement

Hotel discounts

Job summary

The Westin Toronto Airport Hotel, located in Toronto, ON, is seeking a Front Desk professional to assist the Front Office Manager with guest registrations, bell and telephone services, night audit and reservations to ensure outstanding guest satisfaction and profitability.

The role requires fluent English, at least 1 year of front office/guest relations experience, and offers growth within Easton’s Group of Hotels.

Qualifications

• High School diploma or equivalent plus 1 year front office/guest relations experience.
• Some college preferred.
• Must speak fluent English; other languages preferred.

Responsibilities

• Assist in supervising the front desk function; ensure staff is trained about service expectations and reservations systems.
• Schedule staff according to labor standards and forecast occupancy; assign daily tasks.
• Monitor performance and address disciplinary action when needed.
• Upsell rooms where possible to maximize hotel revenue.
• Process cash and credit transactions per established procedures and reports.
• Promote hotel services and provide guests with local information to enhance satisfaction.

Skills

Front desk operations

Guest relations

Staff supervision

Education

High School diploma or equivalent

Some college preferred

Job description

The Westin Toronto Airport Hotel, Toronto, ON, CA

Salary Range: $52,200.00 To $58,000.00 Annually

Looking for a career change? Join one of Canada’s most successful and multicultural Hospitality companies, that strives to take your talent to the next level. With 20 hotels owned and managed by Easton’s Group of Hotels, and more 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 the recognition, Easton’s is your career partner of choice.

At Easton’s, we are committed to fostering an inclusive workplace where every individual feels valued, respected, and empowered to contribute. We believe that inclusion strengthens our teams, drives innovation, and enables us to achieve our vision while creating opportunities for everyone to thrive.

About the Hotel

TheWestin Toronto Airport is located near YYZ airport, it features a Westin WORKOUT®, heated indoor pool, and dining options like Atmosphere and Crosswind’s Bar and Grill along with an express Starbucks coffee and grab-and-go stand. As part of Easton’s Group of Hotels, our team is deeply involved in community events, valuing the wellbeing of each member as much as our guests.

• Health, Vision, and Dental Coverage
• Employee Social Events
• On-Site Parking
• Deferred Profit-Sharing Plan
• RRSP
• Discounted Associate Meals
• Hotel Discounts at MarriottProperties worldwide
• Education Reimbursement

job overview

Assists the Front Office Manager in managing front desk service operations to include guest registration, bell services, telephone services, night audit and guest reservations to ensure guest satisfaction and maximize hotel profitability.

Duties and Responsibilities

• Assist in supervising the front desk function; ensure staff is properly trained including service expectations, hotel facilities and services, local directions, property management and reservations systems, safety and emergency procedures, etc.
• Assists in scheduling staff according to labor standards and forecasts occupancy; assigns daily work tasks to employees; and monitors labor costs to stay within departmental budget.
• Monitor performance and recommend corrective or disciplinary action. Alert management of potentially serious issues.
• Up-sell rooms where possible to maximize hotel revenue.
• Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier or other reports, preparing deposit, and counting/securing assigned bank.
• Ensures adherence to procedures for hotel accounting, credit control, handling of financial transactions, securities of monies, guest security and emergency procedures as established.
• Routinely check in/check-out guests, answer phones, take reservations and assist staff with job functions. May be responsible for issuing safe-deposit boxes to guest and ensuring the security of keys.
• Promote hotel services, facilities and outlets; provide guests with information such as local attractions and directions to increase guest satisfaction.
• Complete opening and closing shift duties and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Respond appropriately to guest complaints/requests. Make appropriate service recovery gestures in accordance with established guidelines.
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Perform other duties as assigned which may include guest room tours, concierge services, special guest requests, etc.)

QUALIFICATIONS AND REQUIREMENTS

High School diploma or equivalent, plus one-year front office/guest relations experience including some supervisory training/experience. Some college preferred. Must speak fluent English. Other languages preferred.

This job requires ability to perform the following:

• Frequently standing up behind the desk and front office areas
• Carrying or lifting items weighing up to 50 pounds
• Handling objects, products and computer equipment
• Use a keyboard to operate various property management and reservations systems, etc.

Other:

• Communication skills are utilized a significant amount of time when interacting with guests and employees.
• Reading and writing abilities are utilized often.
• Basic math skills are used frequently.
• Problem solving, reasoning, motivating and training abilities are often used.
• May be required to work nights, weekends, and/or holidays.

HEalth and safety

Because safety is a management responsibility, department managers are held directly accountable for safe work practices and control of physical hazards in their areas.

DUTIES AND RESPONSIBILITIES

• Establish and enforce all safety policies and procedures. Ensure that all employees comply with OHSA and its regulations. Correct any employee who is observed breaking a safety rule. Any employee who continues to violate safety rules should be disciplined immediately.
• Detect and eliminate, or report for correction, all physical hazards and unsafe conditions immediately by completing a safety work order. Perform random checks on a monthly basis and report deficiencies to the appropriate personnel.
• Conduct orientation for all new employees before they start work. If possible, have a member of the Health and Safety Committee meet with the new employee (as part of the orientation or later). Ensure that new employees receive instruction (verbal and written) on WHMIS, the unique hazards of their jobs, accident reporting, CPR and first aid, back injury prevention techniques, Job Safety Analysis, procedures to follow in the event of fire, and current property safety awareness programs.
• Re-instruct all regular employees who develop unsafe work practices as soon as possible after such practices are observed.
• Ensure that all employees use or wear any equipment, protective devices or clothing required under the Health & Safety Program.
• Investigate all employee accidents thoroughly and immediately. Get the facts from the injured worker and witnesses and fill out necessary accident report forms promptly and completely. These forms should then be submitted to Human Resources for processing. Follow the accident investigation procedures included in this manual.
• Insist on immediate first aid for all employee injuries where applicable. Maintain department first aid stations.
• Identify the physical requirements of selected jobs to Human Resources to ensure effective applicant screening.
• Actively cooperate with the Health and Safety Committee. Ensure a competent and interested department representative is at all committee meetings.
• Insist on good housekeeping and enforce the “Clean as You Go” policy.
• Maintain active involvement in the accomplishment of the accident prevention and reduction objective assigned to the department. Take every precaution reasonable in the circumstances for the protection of employees.

ACCESSIBILITY & ACCOMODATION

• The Westin Toronto Airport Hotel is committed to an inclusive, accessible recruitment process. Accommodations are available upon request for all stages of the selection process.
• Should you require any accommodations during an interview process, kindly let us know in advance, as we are committed to an inclusive and accessible recruitment process.