Duty Manager

Duty Manager

The Pantages Hotel Toronto Downtown has an existing vacancy for a Duty Manager. The Duty Manager is a social and interactive position at the Pantages Hotel and is crucial in setting the tone for everyone who walks through our door. Our Reception environment leads the way for a guest's experience and provides the always-important first impression.

Working collaboratively with the Guest Services Manager, the successful candidate will be responsible for the daily operations and be the ambassador of Property Management Systems. This individual will be responsible for providing support and training to the team (also incredible) in guest-related and rooms operations, both during the day, afternoon, and night shifts (when-needed). This role requires an individual who thrives on working rotational shifts.

What We Offer

• Work with like-minded team members who are passionate about their work and keep things fun, every day
• Working with a reputable brand and being part of Silver Hotel Group, a company committed to ensuring a culture of respect, appreciation, and fun (among other things of course)
• A fast-paced environment in an exciting industry, where you get the chance to meet people from all over the world. It's a good place to be right now
• Education Reimbursement for you (and your children)
• RRSP Matching Program
• Annual Wellness Credit
• Team Member Referral Program
• Leadership Development
• Team Building Events
• Culture of Recognition Program
• Hotel Stay Discounts

Key Responsibilities

Reporting to the Guest Service Manager or designate, the Duty Manager:

• Reports to the Guest Services Manager;
• Ensures a smooth operation of the Guest Services in the absence of the Guest Services Manager;
• Monitor and optimize room inventory and rates in coordination with the revenue management team, leveraging property management systems to ensure accurate data entry, real-time availability updates, and maximized revenue opportunities;
• Utilize advanced system features and reporting tools to analyze booking trends, identify upselling opportunities, and support strategic pricing decisions. Along with the Revenue Management Director;
• Acts as a role model in the service vision and standards to Guest Services Team;
• Supervises the registration and check out of guests including processing customer payments, and supporting team members as necessary;
• Supports in training the team on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions;
• Encourages teamwork and quality service through daily communication and coordination with other departments/ outlets. Key departmental contacts include Accounting, Revenue Management, Sales, Food and Beverage, Housekeeping, and Maintenance;
• Verifies that accurate room status information is maintained and properly communicated;
• Resolves guest problems quickly, efficiently, and courteously;
• Process the night audit and reconciles all accounts and ledgers when needed;
• Required to have general knowledge of Standards of Operation regarding Guest Services, Lobby/Reception, General Administration and Emergency Preparedness;
• Assists with scheduling, payroll, coaching, performance management, hiring, performance reviews and training for all of Guest Services team members;
• Understands and comply with all health and safety rules, regulations, and laws.  Report unsafe acts or hazardous conditions ensure department equipment is maintained and operated in a safe manner;
• Acts as a health and safety leader in the property, report all workplace incidents/accidents or near misses, role model wearing all Personal Protective Equipment required, and participation in fire safety plan;
• Ensures all COVID-19 Operating Protocols are followed and that the well-being of our guests and team members is always the priority;
• Performs other duties as assigned including assisting team members with their roles during peak periods;

What We are Looking for...

• Previous supervisory responsibilities preferred;
• Experience working with Opera or other PMS is an asset;
• Experience with Revenue Management is an asset;
• Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner;
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests;
• Must be able to multitask and prioritize departmental functions to meet deadlines;
• Must be available to work flexible shifts which may include but are not limited to days, evenings, overnights, weekends, and holidays as required by management.

The hotel building was designed by world renowned architect Moshe Safdie, the postmodern limestone building was completed in 2003 to match its surrounding theatre establishments. Pantages Hotel is a boutique hotel with intimate surroundings in the heart of Canada's Downtown, just steps away from the best shopping, dining and entertainment the city has to offer. Situated in the heart of one of Toronto's most vibrant neighborhoods, this hotel offers unique rooms with alternative layouts, and different amenities. Floor-to-ceiling windows make a memorable and effortless experience for our travellers. Additionally, Stages Restaurant & Lounge delivers Canadian inspired local flavors and dishes among with a hand-crafted cocktail that's been expertly shaken.

About Us

Silver Hotel Group (SHG) is a family-owned Canadian hotel investment, development, and management company. Our portfolio includes hotels in Canada and the U.S. and ranges from internationally branded full and select-service hotels to independent and boutique hotels. At SHG, our culture is fundamental to our success. Each empowered team member strives to exhibit passion, creativity, and fun every day. Together, we are dedicated to delivering exceptional experiences by living our core values as our road map: Accountability, Teamwork, Leadership, Diversity, Integrity, Giving, Fun, and Recognition. As we continue to grow, our mantra "You Matter" resonates with our 600+ team members in how we do business, which will continue to enhance engagement and retention. Today, we look for new team members who demonstrate both aptitude and the passion to embrace and contribute to our Culture.

Help us build something exceptional

The Silver Hotel Group believes in outstanding hospitality and takes seriously its obligations under the Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005. We are committed to respecting the independence and dignity of all persons by providing a barrier-free environment for all guests, colleagues, and job applicants. Accommodations are available upon request for all applicants with a disability throughout the recruitment process. Please contact Human Resources at The Silver Hotel Group is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, or any other characteristics protected by law.