Manager - Front Office

About Us:
The soon to open Hyatt Place Toronto Airport, located minutes away from the Pearson International Airport combines style, innovation and 24/7 conveniences perfectly suited for today’s multi-tasking traveler.

We pride ourselves on delivering a world-class hospitality experience combined with stylish accommodation, 24/7 convenience and intuitive service.

About the Role:
The Front office/Guest services Manager at the soon-to-open Hyatt Place Toronto Airport, will be responsible for leading and overseeing all aspects of the front office operations, including guest services, staff management, and operational efficiency, while also contributing to the overall guest experience and financial performance of the hotel.

You will be responsible for executing Pre-Opening Tasks, assisting with the setup and organization of the front office area, Participating in the development of operational procedures and standards & Training staff on all aspects of the Hyatt Place brand and service standards.

Job Responsibilities:

- Pre-opening and opening support:

- Responsible for short
- and long-term planning and the management of the hotel’s Front Office operations
- Develop and recommend the budget, labor cost plans and objectives and manages within those approved plans, Achieve budgeted revenues, control labor costs & expenses, and maximize profitability within all areas of the front office. Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.
- Coach and counsel employees to reflect Hyatt Service Standards and Procedures
- Perform all tasks of a Front Office Staff as needed to facilitate service
- Ensure all operations and cash handling are done per policies and procedures
- Maintain excellent communication with the housekeeping department
- Maintain information on prices, rates, specials, packages, programs, etc., while ensuring all staff are trained in all areas, assists revenue management with the implementation and execution of programs to ensure that the hotel’s room occupancy and Average Daily Rate objectives are met.
- Analyze, investigate, and resolve guest complaints; Analyze guest satisfaction data and develop and implement plans to achieve established goals related to the brand.
- Create expectations, lead people, manage processes, and hold people accountable for the agreed upon activities and timetables
- Insures proper staffing levels for customer service goals
- Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Develop action plans to correct any deficiencies.
- Maintain procedures for the security of monies, credit and financial transactions, and guest security. Check billing instructions and guest credit for compliance with the hotel credit policy.
- Develop and maintain procedures for monitoring calls to ensure that all calls are answered and recorded according to established scripts and procedures. Coordinate the
- Establish, implement, and maintain training and procedures for the front desk/ to serve as a central communications point during emergencies/crises.
- Knowledgeable of the hotel property, amenities, area attractions and transportation.

**Requirements**:

- Demonstrated ability to effectively interact with people of cultural, disability, and ethnic backgrounds
- 2 years or more of progressive hotel Rooms Management experience (typically with Hyatt), previous hotel pre-opening experience preferred
- Service oriented style with professional presentations skills
- Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service and ability to improve the bottom line
- Clear concise written and verbal communication skills in English, Other languages preferred.
- Must be proficient in Microsoft Word and Excel
- Must have excellent organizational, interpersonal and administrative skills.
- This job requires the ability to perform the following:

- Frequently standing up behind the desk and front office areas
- Carrying or lifting items weighing up to 50 pounds
- Handling various objects
- Use a keyboard to operate various property management and reservations systems, etc.
- Other:

- Leadership skills
- Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving, and receiving instructions, and training.
- Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
- Problem-solving, reasoning, motivating, organizational and training abilities are used often.
- Ability to travel to attend workshops, specialized training and/or certifications, etc.
- May be required to work nights, weekends, and/or holidays.


Benefits: Extended health