Duty Manager

4 weeks ago

Toronto, Canada DoubleTree by Hilton Toronto Downtown Full time

Scope

We are committed to delivering an unsurpassed level of customer service to every guest, every time. Each of us will strive to be an Ambassador of the DoubleTree Hotel. We will take advantage of every opportunity to anticipate our guests’ needs, ensuring a proactive approach to the provision of excellent service.

Major areas of responsibility include, but are not limited to the following:

- Endeavor continuously to maximize hotel occupancy, total revenue, and average transient rate. Emphasize the Front Office Up sell program to all staff, and ensure guests are offered the up sell option on arrival.
- Act without prior approval and with full authority within your scope to ensure that all the DoubleTree Hotel's policies and procedures are followed. Coordinate emergency procedures within the scope of defined plans.
- Assess guest complaints/problems taking proper, prompt, and effective corrective action to ensure the best possible satisfaction to our guests. Upgrade and send amenities in those instances when it is deemed probable that this will placate the guest and log where necessary.
- Be knowledgeable of tasks for all Front Office positions, Guest Service Representative and Reservations.
- Ensure the proper handling, blocking, greeting and/or escorting of all VIP and Special Attention guests. Ensure rooms are inspected, keys are in packets, and all needs are met prior to their arrival.
- Review all group contracts and resumes to ensure all special requests, billing requirements, parking arrangements, and VIPs are handled properly by all Front
- Office personnel. Ensure all staff are aware of their special duties for a particular group.
- Maintain a close working relationship with the Sales, Accounting, Security, and Housekeeping Departments. Oversee handling of special room requests, special accommodations and requests, billing, charging authority, etc.
- Review all Front Desk and communications work to ensure proper procedures and handling has occurred. Ensure deficiencies are corrected appropriately and immediately.
- Ensure the proper implementation, adherence, and comprehension of all special corporate programs. Monitor and motivate to achieve desired and expected goals and objectives.
- Maintain Front Office logs and ensure pertinent items are resolved in a timely fashion.
- Prepare special reports and handle special projects and assignments as directed by the Front Office Manager.
- Take necessary action with regard to Front Office staff; i.e. coach, evaluate, and exact progressive discipline as required with the support of the Front Office Manager or Assistant.
- Maintain and participate in training programs for staff, to meet corporate standards. Maintain high morale, minimize turnover, and concentrate on staff development on an ongoing basis.
- Keep a positive attitude at all times and promote your department. Endeavor continuously to motivate staff through feedback and constructive suggestions.
- Assist the Front Office Manager or Assistant in conducting staff meetings and seminars on an ongoing basis.
- Ensure all Front Office staff are fully cognizant and knowledgeable in all emergency and fire procedures.
- Maintain an effective flow of communication from the Front Office to all departments and ensure all Front Office staff are kept informed of items that concern them.
- Conduct oneself in such a manner as to reflect the DoubleTree Hotel's product and service standards. Act as a leader and role model for all staff to emulate.
- Experience in a branded hotel chain will be an advantage.

**Salary**: $16.65-$25.39 per hour

**Benefits**:

- Dental care
- Discounted or free food
- Extended health care
- Vision care

Schedule:

- 8 hour shift
- Weekend availability

**Experience**:

- Customer service: 3 years (required)

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