Front Desk Manager, Overnight The Pearle Hotel

The Pearle Hotel & Spa - Burlington’s premier luxury hotel and spa is located on the stunning shores of Lake Ontario. Founded by the Ciancone family in 1936, Pearle Hospitality prides itself on providing guests with genuine and thoughtful experiences.
- **Our vision is to create positive human connection and we do so by living our values; Collaboration, Kindness, Quality and Perseverance.**_

The Front Desk Manager is responsible for overseeing all front desk operations, ensuring a seamless and exceptional guest experience. They lead the team to provide prompt, courteous, and efficient service while managing daily operations, guest inquiries, and any concerns that arise. The Front Desk Manager ensures smooth communication across departments, drives service excellence, and maintains high operational standards to enhance guest satisfaction and uphold the Pearle’s brand reputation.

**Advantages of joining The Pearle Hotel & Spa**:

- Marriot discounts worldwide
- Daily staff meal prepared by our culinary team
- Group benefit premiums paid for permanent management team members after 3 months
- Discounts at all Pearle Hospitality properties (golf, restaurants, hotels, retail and spa services)
- Training and Development
- Growth Opportunities
- On-Site Parking
- Wellness Program
- Amazing team & company culture

**Service & Operational Excellence**
- Manage day-to-day front desk, ensuring seamless check-ins, check-outs, and guest interactions.
- Collaborate with the Director of Rooms and property leadership to align rooms operations with overall property goals, strategies, and brand standards.
- Serve as a visible and approachable presence on the floor, connecting with guests, providing hands-on leadership, and managing the guest service journey to reflect core values of Quality, Kindness, Collaboration, and Perseverance.
- Lead by example with a hands-on approach, actively engaging in daily operations, including front desk inspections and assisting with front office tasks as needed to uphold the highest standards of guest service and luxury.
- Ensure steps of service are executed to standard, proactively observing team and guest interactions to identify and address potential issues.
- Conduct comprehensive morning property walks, inspecting both interior and exterior spaces to maintain impeccable presentation and address any areas needing attention.
- Champion guest satisfaction and service excellence by leveraging guest feedback platforms and service scores, driving a culture of continuous improvement.
- Conduct post-stay evaluations to assess guest experiences, gathering feedback from both guests and team members, and following up on incident/accident reports to ensure accurate documentation and timely resolution.
- Coordinate with housekeeping, maintenance, and other departments to ensure room readiness and special requests are fulfilled.
- Ensure proper shift procedures, including cleaning checklists and required tasks, are followed consistently.
- Maintain department office organization and efficiency, ensuring all files, records, and administrative tasks are up-to-date and accessible.
- Ensure the hotel remains competitive by recommending new service or product enhancements.
- Review labor and staffing levels throughout the week to ensure all positions are effectively covered.
- Provide leadership support and coverage during vacations or staffing gaps, ensuring service continuity.
- Oversee asset care and maintenance follow-ups to ensure timely resolution of issues and communicate any maintenance needs to the team.
- Conduct regular audits to ensure compliance with Brand Standards and maintain high product knowledge among associates.
- Attend team meetings, training, and orientation sessions to stay informed of Pearle’s standards, collaborate with team members, and ensure high levels of work and guest care.
- Follow company policies, procedures, and standards to ensure consistency, safety, and operational excellence.
- Anticipate needs, address challenges promptly, and support smooth operations.
- Ensure compliance with health, safety, fire protocols, and cleanliness standards, acting as a Health & Safety Representative, including incident/accident reporting and maintaining first aid certification.
- Fully comply with federal, provincial, and municipal regulations related to health, safety, and labor requirements to meet department standards.
- Demonstrate commitment to skill development, taking action to accomplish professional goals.

**Team Leadership**
- Participate in the recruitment and selection process to attract and hire top talent, partnering with the People & Culture team for a smooth onboarding experience.
- Work with the leadership team to create and implement training and onboarding plans, including 6-8-week check-ins to ensure new hires are set up for success.
- Run department orientation for new hires, ensuring a successful start and aligning with operational goals.
- Delegate tasks effec