Front Desk Manager

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\"Hyatt is a place of learning – similar to a university. The company offers so many ways for me to learn and grow, both professionally and personally.\"

Do you want to make a difference in the lives of those around you, be part of something bigger, and love where you work?

Join a community that values respect, integrity, inclusion, empathy, experimentation, and well-being. At Hyatt, diversity, equity, and inclusion are at the core of our purpose: to care for people so they can be their best.

Located in the heart of Yorkville, Park Hyatt Toronto offers sophisticated luxury, exceptional culinary experiences, and intuitive service in one of the city's most iconic destinations. With striking architecture, thoughtfully designed spaces, and a commitment to personalized hospitality, we create memorable experiences for our guests while providing meaningful opportunities for our colleagues to grow and thrive.

Why should you work at the Park Hyatt Toronto?

• Complimentary meal during shift
• Employer RRSP Matching Contributions
• Complimentary hotel nights and discounts at Hyatt properties around the world
• Extended Health and Dental benefits for you and your dependents 30 days after joining
• 2023, 2024 and 2025 Great Place to Work Certified

Summary

About the Role

Salary Range$65,000 to $75,000

Key Responsibilities

Front Office Operations and Guest Experience

• Lead the daily operation of the Front Desk, Communications, Concierge, Bell, Door, and Valet teams.
• Ensure guest services are delivered efficiently, courteously, and in accordance with Hyatt and department standards.
• Respond promptly to guest requests and complaints, take appropriate action, and follow up to confirm guest satisfaction.
• Welcome regular and VIP guests and coordinate with department leaders to ensure groups, VIPs, and special requests are handled accurately and on time.
• Inspect guest-facing areas to ensure cleanliness, comfort, safety, and required amenities are maintained.
• Maintain positive relationships with guests, residents, colleagues, travel partners, local businesses, and other key contacts.

Financial and Commercial Management

• Work with the Director of Rooms to develop the department budget and control labour and operating expenses.
• Manage staffing, scheduling, payroll, productivity, equipment, and supply costs in line with business levels and operational requirements.
• Review and approve invoices and purchase requests for Front Office and Guest Services equipment and supplies.
• Collaborate with the Sales and Revenue teams to maintain procedures for rates, specials, and packages, and ensure colleagues are trained on all inclusions and related procedures.
• Lead Front Office upselling initiatives and support room revenue and departmental financial goals.
• Recruit, select, train, schedule, coach, and develop Front Office and Guest Services colleagues.
• Coach and support Assistant Managers and Supervisors in their development and in leading colleagues to deliver Hyatt service standards.
• Provide regular feedback, address performance concerns, conduct performance reviews, and support colleague engagement and well-being.
• Ensure colleagues understand and follow hotel policies, operating procedures, applicable laws, and health and safety requirements.
• Promote company training programs and partner with Learning and Development on department training needs.

Planning Systems and Administration

• Monitor business patterns, market conditions, and competitor activity, and adjust forecasts, staffing, and departmental plans as needs change.
• Maintain the Department Operations Manual, policies, procedures, service standards, records, forms, guest history information, and required reports.
• Oversee key department programs and platforms, including Training and Development, Front Office upselling, World of Hyatt engagement and enrolment, Hotel Event Relations, Zingle, O-Valet, Hysat guest surveys, VIP research, and 2 Avenue Road Residence relations.
• Prepare and support the annual Rooms Business Plan in line with hotel goals and operational needs.
• Attend relevant meetings, discuss operational issues and future strategies, and maintain effective communication across departments.
• Use new technology and equipment where appropriate to improve service and productivity.
• Perform other reasonable duties as assigned and adapt to the changing needs of the hotel and industry.

Qualifications

• Four or more years of progressive hotel Rooms Management experience; Hyatt experience is preferred.
• At least two ye