Duty Manager/night Auditor

Sheraton Hamilton Hotel seeks enthusiastic individuals who demonstrate passion for Customer Service and dedication to their work ethic. Our goal at Sheraton Hamilton is to exceed the expectations of every guest staying with us, by providing warm, engaging and personalized service by going above and beyond. We are committed to recruit, train and retain the brightest, most connected and energetic people in the hospitality industry who are also committed and dedicated to customer service, and who believe in spirited teamwork.

The Sheraton Hamilton is currently recruiting for a Full time Front Office Duty Manager to work a combination of days, afternoons and overnight shifts, including Weekends in the capacity of Front Office Duty Manager as well as some Night Auditor, over-night shifts. These Shifts will be scheduled as per Business demands and requirement of the Department, to run a successful and smooth operation.

**JOB SUMMARY**
- Responsible for leading and assisting with the successful completion of daily shift requirements. Front Office areas include Bell Staff, Service Promise associates, Front Desk associates, Club Lounge associates & Security services.
- Manages day to day operations, ensure the correct sequence of events and Sheraton Brand Standards are followed during registration and departure processes, ensuring the quality standards and meeting the expectations of the customers on a daily basis.
- Maintains a strong working relationship with all departments to support property operations and property success. Communication with all the departments on a regular basis is the key to successful operations.
- Ensuring associates understand Customer Service expectations and parameters. Empowering associates to provide excellent customer service.
- Assigning tasks to associates and ensuring successful completion on a regular basis.
- Perform front desk related training and orientation to new hires including but not limited to Marriott Bonvoy programs, Lightspeed Property Management system, and trainings recommended or initiated by the Marriott Brand & Management
- Act as a mentor to front desk agents through ongoing, coaching, training and on the desk support of daily activities and tasks.
- Provide feedback and documentation of Front Desk Agents progress to aid in the performance appraisal process.
- Handles guest issues and complaints effectively and if required seeking assistance from the Management whenever necessary.
- Supporting Front Office Management with Recruitment and Selection of new talent.
- Develop and track incentive programs to motivate the agents and increase revenue.
- Manage the schedule according to budget outlines, labor mandates and forecasts.
- Float and cash handling not limited to foreign exchange and credit card
- Responsible for completing the Night Audit procedures while operating as a Night Auditor/Duty Manager.

**QUALIFICATION**
- Passionate customer service individual with exemplary behaviors in exceeding guest’s expectations.
- Proficiency with MS Office and other applicable computer systems
- Proficiency in Galaxy Property Management system an asset.
- Excellent communication and organizational skills with abilities to multi-task in a fast paced working environment.
- Attention to detail and follow up skills, innovative, agile.
- Must possess superior computational and analytical competencies and have a keen attention to detail
- 2-3 years Hotel rooms related experience with a concentration on Front Office operations
- Minimum 1 year in a hotel Supervisory role with a preference being given to those having worked in a 300+ room, convention hotel.
- Previous unionized experience, an asset.
- College/University education or equivalent in work related experience.

Perks:

- Worldwide hotel discount
- Extended Health/Dental/Vision benefits
- RRSP Matching

We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Extended health care
- RRSP match
- Vision care

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Night shift