Shft Mgr, Front Office-GCT

Great Canadian Entertainment; Toronto; On-site; CAD 60,000 - 90,000; Full time

Job summary

Great Canadian Entertainment in Toronto is seeking a Front Office Manager to oversee daily hotel front desk operations, reservations, and switchboard. You will train staff, ensure guest satisfaction, and resolve issues while enforcing company policies.

You will lead by example, coordinate with Housekeeping and other departments, and manage night-shift coverage as needed, guaranteeing a welcoming, safe environment for guests and team members.

Qualifications

• Post-Secondary hospitality education or suitable combination of education and experience.
• Minimum 3 years’ experience managing guest services, preferably in the hotel sector.
• Ability to lead and mentor a team within a unionized environment.
• Strong attention to detail.
• WHMIS and additional certification as needed.
• Computer literacy in MS Office (Word, Excel, Outlook), Opera software an asset.
• Working knowledge of floor machines and Biohazard Clean up experience is an asset.
• Ability to acquire and maintain Smart Serve Certification; AGCO Certification
• Experience using Opera/Micros system
• Bilingual (English/French) is an asset but not required.

Responsibilities

• Manages and direct the day-to-day activities of front office Team to drive guest satisfaction
• Managing Team Members to ensure they have superior guidance and resources to achieve objectives and ensures compliance with health and safety and other statutory regulations
• Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality
• Monitoring staffing levels to ensure guest service, operational needs and financial objectives are met
• Act as Manager on Duty during your night shift to handle all operational issues
• Maintains effective labour relations and ensures adherence to the collective bargaining agreements
• Execute issuing of disciplinary action and evaluations to Team Members when necessary
• Ongoing communication with Team Members with regards to occupancy levels and special events
• Promotes positive guest interactions through prompt, courteous and efficient service, having knowledge of the hotel and services
• Liaises and communicates effectively with all appropriate operational departments
• Support the Housekeeping team when needed
• Develops and cultivates strong working relationships with all stakeholders
• Performs other duties as assigned or directed

Skills

Guest service

Team leadership

Communication

Detail oriented

Multi-tasking

Education

Post-secondary hospitality education

WHMIS certification

AGCO certification

Smart Serve certification

Tools

Opera/Micros system

Job description

JOB DESCRIPTION

Under the direct supervision of the Manager, Front Office, this position is responsible for the day-to-day operations of the Front Office including, reservation and the switchboard. This position will help train team members, deliver quality customer service and resolve guest issues. Direct team members to successfully execute all front office operations, including guest arrival and departure procedures. Ensures adherence to the Company's policies and procedures, motivates and leads by example and supports Great Canadian's learning environment while establishing a safe and welcoming work environment for all team members.

Position Summary

JOB DESCRIPTION

Under the direct supervision of the Manager, Front Office, this position is responsible for the day-to-day operations of the Front Office including, reservation and the switchboard. This position will help train team members, deliver quality customer service and resolve guest issues. Direct team members to successfully execute all front office operations, including guest arrival and departure procedures. Ensures adherence to the Company's policies and procedures, motivates and leads by example and supports Great Canadian's learning environment while establishing a safe and welcoming work environment for all team members.

Key Accountabilities

• Manages and direct the day-to-day activities of front office Team to drive guest satisfaction
• Managing Team Members to ensure they have superior guidance and resources to achieve objectives and ensures compliance with health and safety and other statutory regulations
• Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality
• Monitoring staffing levels to ensure guest service, operational needs and financial objectives are met
• Act as Manager on Duty during your night shift to handle all operational issues
• Maintains effective labour relations and ensures adherence to the collective bargaining agreements
• Execute issuing of disciplinary action and evaluations to Team Members when necessary
• Ongoing communication with Team Members with regards to occupancy levels and special events
• Promotes positive guest interactions through prompt, courteous and efficient service, having knowledge of the hotel and services
• Liaises and communicates effectively with all appropriate operational departments
• Support the Housekeeping team when needed
• Develops and cultivates strong working relationships with all stakeholders
• Performs other duties as assigned or directed

Education And Qualifications

• Post-Secondary hospitality or hotel education or suitable combination of education and experience;
• Minimum 3 years’ experience managing guest services, preferably in the hotel sector;
• Ability to lead and mentor a team within a unionized environment;
• Strong attention to detail;
• WHMIS and additional certification as needed;
• Computer literacy in MS Office (Word, Excel, Outlook), Opera software an asset;
• Working knowledge of floor machines (and any other relevant equipment), and Biohazard Clean up experience is an asset.
• Ability to acquire and maintain Smart Serve Certification; AGCO Certification
• Experience using Opera/Micros system
• -Bilingual (English/French) is an asset but not required

Work Environment Considerations

• Regular hotel environment, standing or walking for long periods of time, some exposure to noise and conflict, non-traditional work hours.

Great Canadian Entertainment is committed to diversity, equity and inclusion and we welcome all qualified applicants to apply to join our team of unique contributors. We accommodate people with disabilities throughout the recruitment and selection process and applicants are encouraged to advise Human Resources in advance if an accommodation is required. We thank all applicants for their interest and will contact those qualified to continue in the recruitment process.

Artificial intelligence may be used to select applicants in our processes. All hiring decisions are made by humans.

About Us

Who we are!

GREAT ENTERTAINMENT. GREAT PEOPLE. GREAT INVESTMENT. GREAT CANADIAN.

Since our inception in 1982, Great Canadian has grown to be one of the largest and most dynamic gaming and entertainment companies in Canada. With 25 properties across Ontario, British Columbia, Nova Scotia, and New Brunswick, our facilities include over 16,000 slot machines, 575 table games, 71 dining amenities and over 500 hotel rooms. Working closely alongside our crown agency partners, our team of ~8,000 strive to offer the very best gaming, entertainment, dining, and hospitality experiences.

Our Vision is to be the leading gaming, entertainment, and hospitality company in our chosen markets by providing superior entertainment value and exceptional experiences.

Our Mission is to provide outstanding experiences to our guests, rewarding opportunities for our team, and superior value to our shareholders.

What's in it for you?

• We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success!
• We provide you with the tools and technology needed to delight your clients!
• You'll get to work with and learn from diverse industry leaders, who have hailed from top organizations around the world.
• Freedom to Innovate: supports new and better ways to be successful.
• Be your Authentic Self: environment that values diversity as a source of strength.
• This isn't your typical "corporate" job. We work hard and we have fun!

The only thing we don’t play games with…..is your career!

Great Canadian Entertainment is committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected, and supported. We are dedicated to employing a workforce that reflects the diversity of our communities in which we live and serve.

Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.

We are committed to promoting Responsible Gambling. Learn more about our commitment here, Please note that due to the volume of applications, only those under consideration will be contacted for an interview.

Thank you for your interest in Great Canadian Entertainment!