Duty Manager

DUTY MANAGER

** Must be able to work mornings, afternoons, evenings, on weekdays, weekends, and holidays, as scheduled. **

**Courtyard & TownePlace Suites Toronto Northeast Markham** is looking for a team player with strong customer service skills and dedication to join our Front Office team as an
**Duty Manager**

JOB OVERVIEW

Assists the Front Office Manager in managing front desk service operations to include guest registration. telephone services, night audit and guest reservations to ensure guest satisfaction and maximize hotel profitability.

**ABOUT THE EASTON’S GROUP OF HOTELS**

Looking for a career change? Join one of Canada’s most successful and multicultural Hospitality companies, that strives to take your talent to the next level. With 19 hotels owned and managed by Easton’s Group of Hotels, and a further 6 in development, your passion, collaboration, and voice will be an excellent addition to our growing Organization. As a company, we strive to provide exceptional benefits, perks, and growth opportunities to all our employees.

If you have a passion for exceptional service delivery, are results driven and appreciate the recognition, Easton’s is your career partner of choice.

The Easton's team believes that excellence is achievable only in an environment that embraces and promotes Equity, Diversity & Inclusion (ED&I). Our company is challenging the way we work, think, and develop an inclusive workplace. Our commitment to ED&I allows us to achieve our vision and mission and ensure a more equitable future for all.

**ABOUT THE HOTEL**

**Courtyard & TownePlace Suites Toronto Northeast Markham **is a 299-room, duel branded hotel, owned and operated by Easton's Group of Hotels. Located on the border of Scarborough and Markham, it is easily accessible by TTC and YRT, and it is in close proximity to Finch Station, Don Mills Station, Hwy 404, 401, and 407.

The hotel features a restaurant and bar with over 9000 square feet of banquet space.

**COMPENSATION**

Salary based on experience. Competitive in the Markham area.

**BENEFITS**
- Employee Social Events.
- On-Site Parking.
- Potential Career Development.
- Discounted Staff Meals.
- Hotel Discounts at Marriott Properties.

**Responsibilities**:

- Assist in supervising the front desk function; ensure staff is properly trained including service expectations, hotel facilities and services, local directions, property management and reservations systems, safety, and emergency procedures, etc.
- Assists in scheduling staff according to labour standards and forecasts occupancy; assigns daily work tasks to employees, and monitors labour costs to stay within departmental budget.
- Monitor performance and recommend corrective or disciplinary action. Alert management of potentially serious issues.
- Up-sell rooms where possible to maximize hotel revenue.
- Accurately process all cash and credit card transactions per established procedures including but not limited to posting all charges, completing cashier or other reports, preparing deposits, and counting/securing assigned bank.
- Ensures adherence to procedures for hotel accounting, credit control, handling of financial transactions, securities of monies, guest security and emergency procedures as established.
- Routinely check in/check out guests, answer phones, take reservations and assist staff with job functions. May be responsible for issuing safe deposit boxes to guests and ensuring the security of keys.
- Promote hotel services, facilities, and outlets; provide guests with information such as local attractions and directions to increase guest satisfaction.
- Complete opening and closing shift duties and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
- Respond appropriately to guest complaints/requests. Make appropriate service recovery gestures per established guidelines.
- Promote teamwork and quality service through daily communication and coordination with other departments.
- Perform other duties as assigned which may include guest room tours, concierge services, special guest requests, etc.).
- Any other duties as assigned.

**QUALIFICATIONS**
**AND REQUIREMENTS**
- Education level - University or Community College diploma in a related field.
- One-year front office/guest relations experience including some supervisory training/experience.
- Must speak fluent English. Other languages preferred.
- Communication skills are utilized a significant amount of time when interacting with guests and employees.
- Reading and writing abilities are utilized often.
- Basic math skills are used frequently.
- Problem solving, reasoning, motivating and training abilities are often used.
- Strong customer service skills is required.
- Must be able to work mornings, afternoons, evenings, weekends, and holidays.
- Physical Demand:

- Frequently standing up behind the desk and front office areas.
- Carrying or lifting items weig