Pre-Opening Hotel Front Office Manager

Hilton Garden Inn Vaughan Toronto; Vaughan; On-site; CAD 62,000 - 70,000; Full time

Benefits offered by this job

Health, dental & vision insurance

Gym membership discounts

Hotel discounts for staff

Job summary

Hilton Garden Inn Vaughan Toronto in Vaughan, Ontario is seeking a seasoned Front Office Manager to oversee the front desk, bell services, concierge and reservations as we open a brand-new 272-room property. You will ensure guest satisfaction while maximizing profitability and adhering to brand standards.

The role requires a Bachelor's degree in Hotel Management or Business Administration and at least three years of front office/guest service experience with leadership responsibility.

Qualifications

• Bachelor’s degree in Hotel Management/Business Administration required.
• Minimum 3 years Front Office/Guest Service experience including management responsibilities.

Responsibilities

• Manage day-to-day operations and assignments of the front office staff; schedule, plan, and assign work.
• Develop and communicate departmental strategies and goals; enforce policies and procedures.
• Recommend salary, disciplinary or HR actions in line with company rules.
• Ensure staff are trained on systems, security, cash handling and service standards.
• Monitor front office to ensure prompt, professional guest service and recognition.
• Greet guests on arrival; respond to complaints; implement service recovery guidelines.

Skills

Front Office Management

English Fluency

Customer Service

Education

Bachelor’s degree in Hotel Management/Business Administration

Job description

Hilton Garden Inn Vaughan Toronto, Vaughan, ON, CA

Salary Range: $62,000.00 To $70,000.00 Annually

Your Opportunity to Be Part of Something Remarkable

What if your next career opportunity wasn’t just another job - but a chance to help build something from the very beginning?

Welcome to the opening team at Hilton Garden Inn Vaughan Toronto.

As we prepare to open the doors to our brand-new 272-room hotel, we’re looking for passionate, motivated individuals who want to be part of creating something special. This is an opportunity to join a dynamic team from day one, help establish a strong culture of service and excellence, and play a meaningful role in shaping the guest experience from the very start.

At Hilton Garden Inn Vaughan Toronto, every Team Member will have the opportunity to make an impact, grow alongside a new property, and contribute to building a high-performing hospitality team in Vaughan.

Be there from the beginning. Help shape what comes next. Build your future with us.

JOB OVERVIEW

Manage all aspects of the front office areas which may include, but is not limited to guest registration, bell services, business center, telephone services, concierge services, and guest reservations to ensure guest satisfaction and maximize hotel profitability. Adhere to all brand standards and desk merchandising.

DUTIES AND RESPONSIBILITIES

• Manage day-to-day operations and assignments of the front office staff; schedule, plan, and assign work.
• Develop and communicate departmental strategies and goals. Communicate and enforce policies and procedures.
• Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies. Alert management of potentially serious issues.
• Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions.
• Monitor front office staff to ensure guests receive prompt, professional attention and personal recognition.
• Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery guidelines in order to ensure total guest satisfaction.
• Motivates staff and establishes a productive working environment for hotel.
• Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Develop actions plans to correct any deficiencies.
• Analyze guest satisfaction data and develop and implement plans to achieve established goals related to the brand.
• Achieve budgeted revenues, control labor costs & expenses, and maximize profitability within all areas of the front office.
• Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.
• Assists revenue management with the implementation and execution of programs to ensure that the hotel’s room occupancy and Average Daily Rate objectives are met.
• Maintain procedures for security of monies, credit and financial transactions, and guest security. Check billing instructions and guest credit for compliance with hotel credit policy.
• Develop and maintain procedures for monitoring calls to ensure that all calls are answered and recorded according to established scripts and procedures. Coordinate the dispatch of amenities, services, and/or work orders to the appropriate departments and staff. Ensure that all methods of tracking (i.e. systems) are monitored and activated in an appropriate manner.
• Establish, implement, and maintain training and procedures for front desk/ to serve as a central communications point during emergency/crisis situations.
• Knowledgeable of hotel property, amenities, area attraction and transportation.
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Key departmental contacts include Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.
• Interact with outside contacts:
  • Guests – to ensure their total satisfaction
  • Regulatory agencies – regarding safety and emergency matters
  • Other contacts as needed (professional organizations, community groups)
• Perform other duties as assigned. May also serve as manager on duty.

ACCOUNTABILITY

This job is the top Front Office job at a full-service hotel or at a regional extended-stay hotel or reporting to a General Manager at a full-service or focused hotel. Typically supervises front desk agents, and bell/van services, reservations, PBX, etc. May oversee subordinate supervisors

QUALIFICATIONS AND REQUIREMENTS

Bachelor’s degree in Hotel Management/Business Administration, plus 3 years Front Office/Guest Service experience including management experience, or an equivalent combination of education and experience. 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 various objects
• 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 others; demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company.
• Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training.
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
• Problem solving, reasoning, motivating, organizational and training abilities are used often.
• Ability to travel to attend workshops, specialized training and/or certifications, etc.
• May be required to work nights, weekends, and/or holidays
• Comprehensive health, dental and vision care
• Corporate discounts on GYM Membership
• Discounts on Home and Auto Insurance
• Educational Reimbursement
• Perkopolis discount (Access to exclusive entertainment and lifestyle discounts)
• Employee Social Events
• Hotel Discounts at Hilton properties

Join one of Canada’s most successful and multicultural Hospitality companies, that strives to take your talent to the next level. With 19 hotels owned and managed by Easton’s Group of Hotels, and a further 6 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 Group of Hotels, 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.

Accessibility & Accommodation:

Hilton Garden Inn Vaughan/ Toronto 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.