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About the Role

Serves as the property Manager on Duty, overseeing all property operations to ensure the highest levels of hospitality and service. Represents property management in resolving guest or property-related situations and manages the flow of questions, directing guests within the lobby. Acts as Guest Relations Manager, tracking service issues.

Responsibilities

Maintains a strong working relationship with all departments to support property operations and goals.
Expedites the resolution of any problems that may arise through the general operation of the property.
Communicates any variations to established norms to the appropriate department in a timely manner.
Sends a copy of the MOD report to all departments on a daily basis.
Strives to improve service performance.
Ensures compliance with all policies, standards, and procedures.
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Understands and complies with loss prevention policies and procedures.
Reviews staffing levels to ensure guest service, operational needs, and financial objectives are met.
Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement.
Determines areas needing cost reduction and program improvement.
Intervenes in any guest/associate situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and associate well-being is preserved.
Empowers associates to provide excellent customer service.
Provides immediate assistance to guests as requested.
Serves as a leader in displaying outstanding hospitality skills.
Sets a positive example for guest relations.
Responds to and handles guest problems and complaints.
Ensures associates understand customer service expectations and parameters.
Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels, and overall satisfaction.
Participates in the development and implementation of corrective action plans to improve guest satisfaction.
Records guest issues in the guest response tracking system.
Participates as needed in the investigation of associate and guest accidents.
Observes service behaviors of associates and providing feedback to individuals.
Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
Celebrates successes and publicly recognizes the contributions of team members.
Ensures associates are cross-trained to support successful daily operations.
Ensures property policies are administered fairly and consistently.
Ensures disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS).
Supports the Peer Review Process.
Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.

Requirements

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

Skills

Hospitality skills
Customer service
Guest relations
Problem-solving
Communication
Leadership

Location

Toronto

Work Type

Full-time

Experience Level

4 years experience in guest services, front desk, housekeeping, or related professional area (with HS diploma/GED)
2 years experience in guest services, front desk, housekeeping, or related professional area (with 2-year degree)

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 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 dedicated to being 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 Gateway Hotel in Toronto International Airport 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.