Duty Manager

3 weeks ago

Toronto, Canada Toronto Marriott City Centre Full time

**Duty Manager**

**Who we are**:
As the world's only hotel located in a major league sports and entertainment venue, the CAA/AAA 4-diamond Toronto Marriott City Centre offers a one-of-a-kind location in the heart of the city's bustling downtown district.

We are a full-service hotel featuring 344 rooms, including 70 field-view rooms, over 12,000 square feet of meeting space, an on-site Starbucks as well as Sportsnet Grill, the ultimate sports dining experience with floor-to-ceiling windows offering a panoramic view of the Rogers Centre stadium.

**What it's like to work for us**:
Managed by Larco Hospitality, we believe that the heart of our company is our people. Your respect and wellbeing come first with us, and we will act ethically and with integrity to deliver the best working environment for you. As a member of the Toronto Marriott City Centre Management t47eam, you will be guided by our core values of valuing differences, empathy & responsiveness, integrity and teamwork.

**What we'll offer you**:

- Competitive compensation based on a combination of qualifications and experience
- Comprehensive benefits plan including health and dental benefits
- Discounted hotel stays for you, your friends & family at over 6,900 properties spanning 130 countries
- Opportunity to elevate your career with a world-renowned brand
- World-class service training program and job-specific training opportunities
- Working in a vibrant, downtown location easily accessible via public transportation

**Job Summary**

The Duty Manager will assist in managing the execution of the Front Office operations and staff. This manager must strive towards the improvement of guest satisfaction and associate engagement with a “hands on” approach to guest service and team support in daily assignments.

**RESPONSIBILITIES: (Including but not limited to)**
- To respond to & follow up on any guest or associate issues as they arise in the absence of senior management in a timely manner.
- To communicate departmental expectations to all Front Office associates/areas including: Guest Services, Front Desk, AYS, Bell Desk, Concierge Lounge, Concierge & Security.
- To provide direction for day-to-day operation of all Front Office areas.
- To research, recommend & introduce Front Office procedures & programs to improve overall operations.
- To assist with the facilitation of Front Office training programs, including orientation, ensuring that proper systems are in place, & create training procedures as needed.
- To ensure departmental procedures are followed for all Marriott programs (i.e. GSS, Marriott Rewards, etc.) & administer programs to achieve & exceed goals.
- To conduct pre-shift meetings including “15 Minutes of Training”
- To develop, motivate & orient all Front Office associates, providing direction to deliver excellent guest service.
- To manage same-day rooms inventory & yield management.
- To liaise with VIP guests.
- To monitor labour forecast & make adjustments to meet required parameters.
- To provide the required tools & equipment to all associates.
- To immediately respond to all emergency situations, complete necessary incident reports, follow up with guests & associates.
- To follow all job safety policies, & report any accidents &/or hazards.
- To handle guest concerns, compliments & suggestions professionally, using the LEARN process.
- Monitor and respond in a timely manner to past, current and future guest requests on the hotel's social media channels outside of the Social Media Champion's work hours.
- To be trained on and work overnight shifts to cover when Night Managers are on vacation or off, duties include:

- To verify that revenue from all sources is accurately balanced & stated in the property management system (PMS), Micros.
- To investigate, correct & follow up on any discrepancies.
- To produce daily reports & supporting documentation in compliance with company policies & procedures.
- Other duties as assigned by the Front Office management.

**QUALIFICATIONS**:

- Sound knowledge of hotel services & facilities, specifically Front Office operations, policies, procedures.
- Minimum 1-year Front Office supervisory/management experience, preferred.
- Strong computer literacy with MS Word/Excel, & PMS required; knowledge of MARSHA is recommended.
- Excellent interpersonal & communication skills, with a passion for guest service.
- A team player with proven leadership & staff development skills.
- Work well under pressure in a fast-paced, constantly changing environment
- Graduate from a community college/university hospitality program preferred.
- High School graduation diploma required.
- **Must be able to work at least 2 overnight shifts and various shifts other shifts in a week - morning, afternoon, weekends, weekdays, and holidays**

**Job Types**: Part-time, Permanent
Part-time hours: 8-24 per week

**Salary**: $28.73 per hour

**Benefits**:

- Company events
- Dental care
- Extended health care
- Paid

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