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About the Role

Entry level management position responsible for leading and assisting with the successful completion of daily shift requirements in front office areas including Bell/Door Staff, Switchboard, and Guest Services/Front Desk. Strives to ensure guest and employee satisfaction, achieve operating budget, and assist in financial and administrative responsibilities.

Responsibilities

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.
Supports all day-to-day operations.
Understands employee positions well enough to perform duties in employees' absence.
Coaches, counsels and encourages employees.
Handles employee questions and concerns.
Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
Guides daily Front Desk shift operations.
Communicates performance expectations to employees in accordance with job descriptions.
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, and resolves grievances and conflicts.
Participates in department meetings and communicates Front Desk goals.
Strives to improve service performance.
Supervises staffing levels to meet guest service, operational needs, and financial objectives.
Trains staff on adherence to credit policies and procedures.
Supervises same-day selling procedures to maximize room revenue and property occupancy.
Understands the impact of Front Desk operations on overall property financial goals.
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.
Sets a positive example for guest relations.
Empowers employees to provide excellent customer service within guidelines.
Handles guest problems and complaints, seeking assistance from supervisors as necessary.
Interacts with guests to obtain feedback on product quality and service levels.
Implements the customer recognition/service program.
Assists in reviewing comment cards and guest satisfaction results with employees.
Ensures employees have the proper supplies and uniforms.
Assists in using a guest information tracking system for a repeat guest recognition program.
Identifies developmental needs of others and coaches them to improve knowledge or skills.
Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
Provides feedback to individuals based on observation of service behaviors.
Participates in an ongoing employee recognition program.
Conducts training when appropriate.
Participates in the employee performance appraisal process.
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.
Understands the functions of the Bell Staff, Switchboard, and Concierge/Guest Services operations.
Complies with loss prevention policies and procedures.

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
Influence
Encouragement
Financial/business decision making
Honesty
Integrity
Team building
Problem solving
Conflict resolution
Customer service
Training
Performance management
Loss prevention

Location

Toronto, Ontario, Canada

Work Type

Full-time

Experience Level

Entry level
2 years experience

Education Level

High school diploma or GED
2-year degree

About the Company

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.
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

Marriott International is an equal opportunity employer, welcoming all and providing access to opportunity.
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.