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About the Role

Responsible for all front office functions and staff, including Bell Staff, Switchboard Operations, Guest Services/Front Desk, Retail/Gift Shop, Concierge, Valets, and Security. Directs and works with managers and employees to execute all front office operations, focusing on guest arrival and departure procedures, and establishing a safe and secure environment. Aims to continually improve guest and employee satisfaction and maximize departmental financial performance.

Responsibilities

Utilizes interpersonal and communication skills to lead, influence, and encourage others.
Establishes and maintains open, collaborative relationships with employees.
Ensures recognition of employees is taking place across areas of responsibility.
Communicates performance expectations and monitors progress.
Celebrates successes and publicly recognizes team member contributions.
Manages day-to-day operations, ensuring quality, standards, and customer expectations are met.
Develops specific goals and plans to prioritize, organize, and accomplish work.
Keeps Front Office team focused on critical components of operations to drive guest satisfaction and financial results.
Conducts department meetings and communicates department goals.
Supervises and coordinates activities for luggage attendants, garage valets, door attendants, and concierge.
Reviews staffing levels to meet guest service, operational needs, and financial objectives.
Understands the impact of Front Office operations on Rooms area and overall property financial goals.
Manages department controllable expenses to achieve or exceed budgeted goals.
Provides recommendations and reports for capital expenditures, repairs, and maintenance programs for all front office areas.
Handles guest complaints and verifies that all guest issues are resolved.
Protects property and provides a safe environment for guests and staff.
Oversees all on-duty security personnel, including dispatcher.
Supervises and coordinates job assignments and verifies officer briefings.
Compiles information and files written security reports.
Verifies compliance with all Front Office policies, standards, and procedures.
Verifies property policies are administered fairly and consistently.
Provides services that are above and beyond for customer satisfaction and retention.
Coordinates activities with other hotel departments to facilitate communication and guest satisfaction.
Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and coaching.
Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations.
Displays leadership in guest hospitality and exemplifies excellent customer service.
Strives to improve service performance.
Empowers employees to provide excellent customer service.
Verifies that all Front Office areas have an atmosphere conducive to the overall guest experience.
Reviews comment cards, guest satisfaction results, and other data to identify areas of improvement.
Responds to and handles guest problems and complaints.
Observes employee service behaviors and provides feedback.
Identifies developmental needs of others and provides coaching, mentoring, or development.
Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
Establishes challenging, realistic, and obtainable goals.
Solicits employee feedback and addresses employee problems or concerns.
Verifies employees are treated fairly and equitably.
Manages employee progressive discipline procedures for Front Office Staff.
Administers the performance appraisal process for direct report managers.
Interviews and hires managers and hourly employees with appropriate skills.
Provides information to supervisors, co-workers, and subordinates.
Analyzes information and evaluates results to choose the best solution and solve problems.
Informs and/or updates executives, peers, and subordinates on relevant information.
Identifies and analyzes departmental operational challenges and facilitates the development of solutions.

Requirements

High school diploma or GED; 6 years experience in the guest services, front desk, or related professional area.
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 4 years experience in the guest services, front desk, or related professional area.

Skills

Interpersonal and communication skills
Financial/business decision making
Honesty/integrity
Leadership
Teamwork
Problem-solving

Location

Toronto

Work Type

Full-time

Experience Level

6 years experience in guest services, front desk, or related professional area
4 years experience in guest services, front desk, or related professional area

Education Level

High school diploma or GED
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major

About the Company

At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them.
Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.
Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.
Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day.
The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next.
It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality.
As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values.
Our promise to you is that we offer the chance to be proud of the work you do and who you work with.
In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International.
Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Equal Opportunity

Marriott International is dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity.
We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.
Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.
We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
The Ritz-Carlton Toronto takes seriously its obligations under provincial human rights and accessibility legislation (such as the Accessibility for Ontarians with Disabilities Act, 2005, the Accessibility for Manitobans Act, and Nova Scotia Accessibility Act).
We are happy to provide accommodations to job applicants needing assistance.
If you require an accommodation in relation to this job posting, our online application or an interview, please call 905-366-5227 or email CanadaApplicationAccommodation@marriott.com and a member of our Human Resources team will respond to your request.
Please note that this phone number and email are only for those individuals who would like to request an accessibility accommodation as part of the recruiting process.