Front Desk Manager

6 months ago

Markham, Canada Hilton Markham Suites Conference Centre & Spa Full time

The Hilton Toronto/Markham Suites Conference Centre & Spa, an upscale, all-suite, 4-star hotel, is looking for an exceptional Front Office Manager, to oversee the Front Desk, Switchboard, Night Audit, and Bell Services.

The Front Office Manager ensures guest satisfaction through regular interaction with guests and ensuring a culture of hospitality is created within the hotel lobby. This includes, guaranteeing brand standard training is completed, guest issues are resolved immediately and all social medial concerns are dealt with in a prompt and professional manner.

**RESPONSIBILITIES**:

- Provides excellent leadership to the Front Office team; demonstrates a passion for exceptional guest service and strong business acumen.
- Develops and maintains together with the Front Office Supervisors, a team of trained professionals dedicated to providing sincere and personalized service each and every time.
- Supervises and guides employee performance by holding staff accountable, setting expectations and establishing challenging, realistic and obtainable goals.
- Coaches and mentors team members to meet and exceed service standards while ensuring they feel empowered to make decisions and solve problems within reasonable limits.
- Develops and implements strategies to motivate staff and improve the quality of service.
- Maintains an open line of communication with all team members with a willingness to accept team members’ questions and suggestions.
- Assists in the daily maintenance of room inventory status to achieve optimal levels of revenue while maintaining high levels of guest satisfaction.
- Develops strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels, revenues, proper tracking and service delivery.
- Analyzes guest comment cards, Trip Advisor reviews, and Loyalty Tracking surveys daily to evaluate results, identify opportunities, and determine the most appropriate solution to resolve impending issues.
- Assists in “Making it Right” as necessary. Follows up with guests to ensure 100% guest satisfaction.
- Resolves guest complaints; anticipate potential problems by reviewing and monitoring complaints, operations issues, business flow, and team member performance to ensure high levels of customer satisfaction and quality.
- Ensures all Team Members are empowered to make decisions, and provide prompt services that go above and beyond guest expectations to deliver a ‘WOW’ experience every time.
- Develops and implements controls for expense management.
- Executes and/or attends Front Office and Department Head meetings to coordinate activities and communications.
- Sustains thorough knowledge and ensures compliance of the applicable laws and regulations surrounding the areas of: Employment Standards, Human Rights, Health and Safety, union contracts, and all other policies and procedures.
- Promotes on-going communication within the Front Office, by conducting regular staff meetings, pre-shift briefings and utilizing the communication board.
- Communicates information and maintains positive relationships with all other departments of Hotel.
- Monitors and maintains the front office systems (PMS, Key and Telephone, and Call Accounting) equipment to ensure their optimum performance.
- Blocks rooms and ensures all billings are in place for groups.

**REQUIREMENTS**:

- A minimum of 3 years of experience as a Front Office Manager in a full-service hotel. Previous experience at a Hilton property is a strong asset.
- Must have a guest service attitude.
- Maintains a professional attitude and image at all times.
- Leads by example to guide and motivate the team.
- Flexible and energetic with the ability to work under pressure.
- Excellent organization and computer skills.
- Available evenings, weekend and holidays as may be required.

**Benefits at Hilton Toronto/Markham**:

- A competitive starting salary
- Travel program - hotel discounts to Hilton’s Worldwide
- Extended health benefits
- RRSP benefits
- Free parking
- One hearty meal per shift
- Dry cleaning
- Discounts within the Hotel Outlets (I.e. Restaurants, Fitness Club & Spa)
- The opportunity to be a part of the World’s Leading Hospitality Brand

Schedule:

- 8 hour shift
- Day shift
- Holidays
- Monday to Friday
- Weekends as needed

Work Location: In person

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