Front Desk Duty Manager jobs

Are you a hospitality professional with strong leadership skills and a passion for delivering exceptional guest experiences? Join Kingston Marriott Hotel, part of Easton’s Group of Hotels, and lead our Front Office team in creating memorable stays while ensuring efficient hotel operations.

About Marriott International

Marriott International is a leading global hospitality company with a portfolio of hotels and resorts around the world. With a commitment to exceptional service, quality, and meaningful guest experiences, Marriott provides opportunities for hospitality professionals to grow and build rewarding careers.

About Easton’s Group of Hotels

Easton’s Group of Hotels is a Canadian-owned hospitality company with a growing portfolio of hotels across multiple brands. We are committed to delivering outstanding guest experiences, developing our people, and creating a supportive and inclusive workplace where employees can thrive.

Position Summary

The Front Office Manager is responsible for overseeing the daily operations of the Front Office department, ensuring exceptional guest service, efficient processes, and a welcoming environment for all guests. This position plays a key role in maintaining Marriott brand standards, supporting hotel performance, developing team members, and ensuring guest satisfaction.

Reporting to hotel leadership, the Front Office Manager works closely with other departments to coordinate hotel operations, resolve guest concerns, manage staffing and scheduling, and support the achievement of the hotel's operational and financial goals.

Key Responsibilities

• Oversee the daily operations of the Front Office, including Guest Services and other assigned Front Office functions.
• Lead, coach, train, and develop Front Office team members to maintain high standards of service and professionalism.
• Ensure consistent delivery of exceptional guest service in accordance with Marriott brand standards and hotel policies.
• Monitor guest feedback, satisfaction scores, and service performance, implementing improvements where necessary.
• Handle guest complaints, service recovery situations, and escalated concerns professionally and efficiently.
• Ensure check-in, check-out, room assignment, billing, and guest account procedures are completed accurately.
• Monitor room availability, arrivals, departures, VIP guests, group arrivals, and special requests to support smooth daily operations.
• Coordinate with Housekeeping to manage room status, room readiness, special requests, and guest priorities.
• Communicate effectively with Sales, Reservations, Maintenance, Food & Beverage, and other departments to support seamless hotel operations.
• Prepare and manage departmental schedules in accordance with business needs, staffing requirements, and company policies.
• Monitor labour costs, productivity, overtime, and departmental expenses while maintaining appropriate service levels.
• Assist with departmental budgeting, forecasting, performance reporting, and the achievement of operational goals.
• Ensure Front Office team members are properly trained on hotel systems, procedures, emergency protocols, and Marriott standards.
• Maintain accurate records, reports, shift handovers, and other required departmental documentation.
• Ensure cash handling, billing, payment processing, and guest account procedures are followed in accordance with established policies.
• Support the implementation of hotel initiatives, promotions, loyalty programs, and Marriott Bonvoy standards.
• Monitor compliance with hotel security procedures, privacy requirements, and the protection of guest information.
• Participate in recruitment, onboarding, performance management, and employee development activities as required.
• Support a positive work environment by promoting teamwork, accountability, respectful communication, and employee engagement.
• Follow all Company, Brand, and departmental policies and standards.
• Perform other duties as assigned and serve as Manager on Duty when required.

Qualifications & Requirements

• College diploma or university degree in Hospitality Management, Hotel Administration, Business, or a related field is preferred.
• Previous experience in hotel Front Office operations, preferably in a management role.
• Previous experience with Marriott International or Marriott property management systems is considered an asset.
• Strong leadership, coaching, problem-solving, and decision-making skills.
• Excellent verbal and written communication skills.
• Demonstrated ability to handle guest concerns and resolve service issues professionally.
• Strong organizational skills and the ability to manage competing priorities in a fast-paced environment.
• Knowledge of hotel operations, guest service standards, room inventory, billing procedures, and front desk systems.
• Basic understanding of departmental budgeting, labour management, and operational reporting.
• Proficiency with Microsoft Office and hotel management systems.
• Must speak fluent English; additional languages are considered an asset.
• Flexible availability to work shifts, including evenings, weekends, and holidays, based on operational requirements.

Physical Requirements

This position requires the ability to:

• Remain standing or walking for extended periods while overseeing Front Office operations.
• Sit for extended periods while completing administrative tasks, reports, and scheduling.
• Operate computers, telephones, mobile devices, and other office equipment.
• Communicate clearly with guests, employees, and other departments in person and by telephone.
• Move throughout the hotel to monitor operations and assist with guest or departmental needs.
• Occasionally lift or carry items weighing up to 25 lbs.
• Work in a fast-paced environment and respond to operational demands, including emergencies.
• Work flexible hours, including evenings, weekends, and holidays, as required.

Why Join Us?

Competitive Compensation & Benefits

• Competitive compensation based on experience and qualifications.
• Group health and dental benefits.
• RRSP program for eligible employees.
• Five paid wellness days per year.

Exclusive Employee Perks

• Marriott hotel discounts worldwide.
• Endless discounts with brands such as Apple, Shell, Ninja, Shark, Dyson, PC Optimum, home and car insurance, and many more.
• Free on-site parking.

Career Growth & Development

• Opportunities for advancement within Easton’s Group of Hotels and Marriott International.
• Ongoing professional development and leadership training.
• Opportunities to strengthen hotel operations and develop leadership skills within an established hospitality organization.

Health & Safety Responsibilities

As a leader within the organization, the Front Office Manager is responsible for supporting and promoting a safe and healthy workplace in accordance with the Occupational Health and Safety Act (OHSA), company policies, and all applicable regulations. Responsibilities include:

• Ensuring compliance with health and safety policies, procedures, and safe work practices.
• Identifying, reporting, and assisting in the correction of workplace hazards and unsafe conditions.
• Supporting employee training and awareness related to workplace safety.
• Ensuring employees understand and follow applicable emergency procedures, including fire and evacuation protocols.
• Reporting workplace injuries, incidents, and hazards in accordance with company procedures.
• Cooperating with the Joint Health and Safety Committee and supporting workplace safety initiatives.
• Taking every reasonable precaution to protect employees, guests, contractors, and visitors.

Accessibility & Accommodation

Easton’s Group of Hotels is committed to providing accommodations for applicants with disabilities throughout the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. If you require accommodation at any stage of the recruitment or selection process, please let us know and we will work with you to meet your needs.

At Easton’s, we are committed to fostering an inclusive workplace where every individual feels valued, respected, and empowered to contribute. We believe that inclusion strengthens our teams, drives innovation, and enables us to achieve our vision while creating opportunities for everyone to thrive.

Pay: $57,000.00-$61,000.00 per year

Benefits:

• Dental care
• Discounted or free food
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• RRSP match
• Vision care

Work Location: In person