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Duty Manager

2 weeks ago

Toronto ON MW J, Canada Easton's Group of Hotels Inc. Full time

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.

Holiday Inn Toronto International Airportis looking for someone with exceptional hospitality leadership skills and guest services experience to join our team as a full time Duty Manager

About the Hotel

Holiday Inn Toronto International Airport is a large 451-room full-service hotel, owned and operated by Easton's Group of Hotels. Close to Pearson Airport, it features a large restaurant and bar with over square feet of banquet space.

Benefits

  • Health, Vision, and Dental Coverage
  • Wellness Days
  • Employee Social Events
  • On-Site Parking
  • Deferred Profit-Sharing Plan
  • Onsite Gym/Pool
  • Career Development
  • Hotel Discounts at IHG and Easton's Group of Hotels properties

What are the requirements this role?

  • At least 2-3 years hotel (Front Office) experience
  • Previous OPERA training
  • Strong communication and guest satisfaction/resolution skills
  • Available to work any shifts, including nights, weekends, and holidays when required

Job overview

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

Qualifications and Requirements

  • Diploma or Bachelor's degree in Hotel Management, Hospitality, or related field
  • 3–5 years of experience in hotel operations (Front Office, Rooms, or Operations)
  • Minimum 1–2 years in a supervisory or managerial role
  • Strong guest-relations and service-recovery skills
  • Strong working knowledge of OPERA PMS
  • Proficient in MS Office (Word, Excel, Outlook)
  • Experience in unionized hotel environments
  • Experience in large hotels (300+ rooms)
  • Flexible to work morning and evening shifts, including weekends and public holidays.

Duties and 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 labor standards and forecasts occupancy; assigns daily work tasks to employees; and monitors labor 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 in accordance with established procedures including but not limited to posting all charges, completing cashier or other reports, preparing deposit, 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 guest 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 in accordance with 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.)

This job requires 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 objects, products and computer equipment
  • Use a keyboard to operate various property management and reservations systems, etc.

Other:

  • 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.
  • May be required to work nights, weekends, and/or holidays.

HEALTH AND SAFETY

Because safety is a management responsibility, department managers are held directly accountable for safe work practices and control of physical hazards in their areas.

Duties and Responsibilities

  • Establish and enforce all safety policies and procedures. Ensure that all employees comply with OHSA and its regulations. Correct any employee who is observed breaking a safety rule. Any employee who continues to violate safety rules should be disciplined immediately.
  • Detect and eliminate, or report for correction, all physical hazards and unsafe conditions immediately by completing a safety work order. Perform random checks on a monthly basis and report deficiencies to the appropriate personnel.
  • Conduct orientation for all new employees before they start work. If possible, have a member of the Health and Safety Committee meet with the new employee (as part of the orientation or later). Ensure that new employees receive instruction (verbal and written) on WHMIS, the unique hazards of their jobs, accident reporting, CPR and first aid, back injury prevention techniques, Job Safety Analysis, procedures to follow in the event of fire, and current property safety awareness programs.
  • Re-instruct all regular employees who develop unsafe work practices as soon as possible after such practices are observed.
  • Ensure that all employees use or wear any equipment, protective devices or clothing required under the Health & Safety Program.
  • Investigate all employee accidents thoroughly and immediately. Get the facts from the injured worker and witnesses and fill out necessary accident report forms promptly and completely. These forms should then be submitted to Human Resources for processing. Follow the accident investigation procedures included in this manual.
  • Insist on immediate first aid for all employee injuries where applicable. Maintain department first aid stations.
  • Identify the physical requirements of selected jobs to Human Resources to ensure effective applicant screening.
  • Actively cooperate with the Health and Safety Committee. Ensure a competent and interested department representative is at all committee meetings.
  • Insist on good housekeeping and enforce the "Clean as You Go" policy.
  • Maintain active involvement in the accomplishment of the accident prevention and reduction objective assigned to the department. Take every precaution reasonable in the circumstances for the protection of employees.

Holiday Inn Toronto International Airport is committed to an inclusive, accessible recruitment process. Accommodations are available upon request for all stages of the selection process.