Front Desk Duty Manager

3 days ago

Etobicoke, Canada Sheraton Toronto Airport Hotel and Conference Centre Full time

**Who we are**:
The Sheraton Toronto Airport Hotel & Conference is located just 1½ kilometers from Toronto Pearson International Airport (YYZ) and offers 249 spacious guest rooms and 26,000 square feet of modern meeting space exquisitely designed on one level. At the Sheraton Toronto Airport Hotel & Conference Centre, we create a welcoming place for our community to gather.
- Our associates are empowered to go the extra mile and deliver exceptional guest experiences. _As _“The World’s Gathering Place” We Invite, We Welcome, and We Connect with our guests and fellow colleagues.

When you join the Sheraton family, you become a member of its global community. With a supportive team, every day is an opportunity to welcome guests through engaging experiences and thoughtful service to bring people together as part of our global community.

**RESPONSIBILITIES (Including but not limited to)**
- To respond to & follow up on any guest or associate issues as they arise.
- To communicate departmental expectations to all Front Office associates.
- To assist with the facilitation of Front Office training programs.
- To ensure departmental procedures are followed for all Marriott programs (i.e. GSS, BonVoy Travel Program, etc.).
- To provide direction, conduct shift briefings & “15 minutes of training” to all associates.
- To manage same-day rooms inventory & yield management.
- To liaise with VIP guests & participate in departmental meetings.
- To resolve guest complaints/issues to the satisfaction of the guest, in a timely manner.
- To immediately respond to all emergency situations, complete necessary incident reports & report hazards
- To investigate, correct & follow up on any discrepancies.
- To produce daily reports & supporting documentation in compliance with company policies & procedures.
- To handle guest concerns & suggestions in a professional informed manner, lead by example
- Monitor and respond in a timely manner to past, current and future guest requests on the hotel's social media channels outside of the Social Media Champion's work hours.
- Some Overnight Coverage may be required, to cover vacations, and sick calls
- Other duties as assigned by management.

**QUALIFICATIONS**
- Sound knowledge of hotel services & facilities, specifically Front Office operations, policies, procedures.
- Minimum 1 year Front Office supervisory/management experience is an asset
- Strong computer literacy with MS Word/Excel, & Lightspeed required; knowledge of MARSHA is recommended.
- Excellent interpersonal & communication skills, with a passion for guest service.
- A team player with proven leadership & staff development skills.
- Must be a self-starter, and able to work with mínimal supervision
- Be willing to cross train in other areas of the rooms department (ex Housekeeping)
- Ability to develop and train associates
- Work well under pressure in a fast-paced, constantly changing environment.
- Professional, well organized & results-orientated, able to work on own initiative.
- Graduate from a community college/university hospitality program preferred.
- Must be able to work shifts on variable days (mornings and evenings) including weekends and holidays,

**Job Types**: Full-time, Fixed term contract
Contract length: 6-9 months

Schedule:

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

Application question(s):

- What is your salary expectation?
- Do you have Lightspeed experience?

**Experience**:

- Hotel Front Office: 1 year (required)

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