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About the Role

Assists the Front Office Manager in administering front office functions and supervising staff. Ensures guest and employee satisfaction and maximizes the financial performance of the department.

Responsibilities

• Manages day-to-day operations, ensuring quality, standards, and meeting customer expectations.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Handles complaints, settles disputes, resolves grievances and conflicts, and negotiates with others.
• Supervises staffing levels to meet guest service, operational needs, and financial objectives.
• Ensures regular communication with employees regarding business objectives, expectations, and performance recognition.
• Understands the impact of department operations on overall property financial goals and objectives.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees and all day-to-day operations.
• Understands employee positions well enough to perform duties in employees' absence.
• Establishes and maintains open, collaborative relationships with employees.
• Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.
• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and coaching.
• Responds to and handles guest problems and complaints.
• Sets a positive example for guest relations.
• Empowers employees to provide excellent customer service.
• Observes service behaviors of employees and provides feedback.
• Interacts with customers to obtain feedback on quality of product, service levels, and overall satisfaction.
• Ensures employees understand customer service expectations and parameters.
• Interacts with guests to obtain feedback on product quality and service levels.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Implements the customer recognition/service program, communicating and ensuring the process.
• Trains staff and monitors adherence to all credit policies and procedures.
• Supervises same-day selling procedures to maximize room revenue and control property occupancy.
• Supervises daily Front Desk shift operations and ensures compliance with all policies, standards, and procedures.
• Ensures property policies are administered fairly and consistently.
• Supports the developmental needs of others through coaching and mentoring.
• Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results.
• Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
• Assists in the interviewing and hiring of employee team members.
• Supports a departmental orientation program for new hires.
• Participates in employee progressive discipline procedures.
• 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.
• Performs all duties at the Front Desk as necessary.
• Runs Front Desk shifts whenever necessary.
• Participates in departmental meetings and communicates a clear and consistent message regarding Front Desk goals.

Requirements

• High school diploma or GED; 2 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; no work experience required.

Skills

• Interpersonal skills
• Communication skills
• Leadership
• Problem-solving
• Customer service

Location

• Toronto

Work Type

• Full-time

Experience Level

• 2 years experience

Education Level

• High school diploma or GED
• 2-year degree

About the Company

• When you join the Sheraton family, you become a member of its global community.
• We’ve been a place to gather and connect since 1937.
• At Sheraton, associates create a sense of belonging in more than 400 communities around the world.
• We invite, we welcome, and we connect guests through engaging experiences and thoughtful service.
• Join us on our mission to be ‘The World’s Gathering Place’.
• In joining Sheraton Hotels & Resorts, 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

• At Marriott International, we are 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.
• Sheraton Centre Toronto Hotel takes seriously its obligations under provincial human rights and accessibility legislation.
• 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.