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Job Post Details

Front Office Manager/Lead Welcome Desk Enthusiast - job post

Canopy by Hilton Toronto Yorkville Hotel
387 Bloor Street East, Toronto, ON M4W 1H7
$70,000–$77,000 a year

Job details

Pay

  • $70,000–$77,000 a year

Shift and schedule

  • Weekends as needed
  • Rotating shift
  • Holidays

Location

387 Bloor Street East, Toronto, ON M4W 1H7

Benefits

Pulled from the full job description

  • Tuition reimbursement
  • Vision care
  • Dental care
  • On-site parking

Full job description

Canopy by Hilton Toronto Yorkville – Canada’s first Canopy by Hilton! What an exciting time to weave a new fabric into the vibrant neighbourhood of downtown Toronto!

Canopy by Hilton resides within the Lifestyle realm of Hilton Hotels, embodying refined comfort and design, with a sharp connectivity to the neighborhood it calls Home. Five essential aspects Canopy embraces for total guest experience include: Energizing Comfort, More Included Value, Surprising Extras, The Just Right Room, and Local Know-How.

Culture is key at Canopy, with team members known as “friendly enthusiasts” who engage guests, always going above and beyond to make stays memorable and thoughtful. Relationships with area partners showcase Canopy’s expertise in local know-how, crafting unique experiences tailored for every guest.

Attention to detail and an energetic environment ensure Canopy’s “Positively Yours” service culture is a kept Brand promise, delivering a consistent “positive stay”, where memories are made, and comfort is guaranteed.

Canopy by Hilton Toronto Yorkville is an 183-room hotel with one restaurant, a street-level café, and over 3500 sq ft of meeting space, located in one of the most exclusive and sought-after areas of downtown Toronto, Canada.

Position Title: Lead Welcome Enthusiast/Front Office Manager

Reports To: Lead Rooms Division Enthusiast/Rooms Division Manager

Position Status: This position is currently open

JOB OVERVIEW

Manage all aspects of the front office areas, which include, but are not limited to, the Welcome desk, Transfer Lounge, Valet Services, and the Canopy Boutique. This position also manages guest reservations and ensures guest satisfaction to maximize hotel profitability while adhering to all brand standards.

Responsibilities and Duties

  • Manage day-to-day operations and assignments of the front office staff; schedule, plan, and assign work. Develop and communicate departmental strategies and goals. Communicate and enforce policies and procedures.
  • Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies. Alert management of potentially serious issues.
  • Ensure all staff are properly trained in systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions.
  • Monitor front office staff to ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery guidelines to ensure total guest satisfaction.
  • Motivate staff and establish a productive working environment for the hotel.
  • Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Develop action plans to correct any deficiencies.
  • Analyze guest satisfaction data and develop and implement plans to achieve established goals related to the brand
  • Achieve budgeted revenues, control labor costs & expenses, and maximize profitability within all areas of the front office. Participate in the preparation of the annual departmental operating budget and financial plans, which support the overall objectives of the hotel.
  • Assists revenue management with the implementation and execution of programs to ensure that the hotel’s room occupancy and Average Daily Rate objectives are met.
  • Maintain procedures for security of monies, credit and financial transactions, and guest security. Check billing instructions and guest credit for compliance with the hotel credit policy
  • Develop and maintain procedures for monitoring calls to ensure that all calls are answered and recorded according to established scripts and procedures. Coordinate the dispatch of amenities, services, and/or work orders to the appropriate departments and staff. Ensure that all methods of tracking (i.e., systems) are monitored and activated in an appropriate manner.
  • Establish, implement, and maintain training and procedures for the welcome desk to serve as a central communications point during emergency/crisis situations.
  • Knowledgeable about hotel property, amenities, area attractions, and transportation.
  • Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.
  • Interact with outside contacts: Guests – to ensure their total satisfaction; Regulatory agencies – regarding safety and emergency matters; Other contacts as needed (professional organizations, community groups).
  • Perform other duties as assigned. May also serve as manager on duty.
  • Act as a manager on duty (weekdays + weekends).

QUALIFICATIONS AND REQUIREMENTS

Bachelor’s degree in Hotel Management/Business Administration, plus 3 years of Front Office/Guest Service experience, including management experience, or an equivalent combination of education and experience. Must speak fluent English. Other languages preferred. Must be able to work rotating shifts on weekdays, weekends, and holidays.

This job requires the ability to perform the following:

  • Frequently standing up behind the desk and in the front office areas
  • Carrying or lifting items weighing up to 50 pounds
  • Handling various objects
  • Use a keyboard to operate various property management and reservations systems, etc.

Other:

  • Communication skills are utilized significantly when interacting with others; demonstrated ability to interact with guests, employees, and third parties that reflects highly on the hotel, the brand, and the Company.
  • Leadership skills.
  • Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training.
  • Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances, are utilized frequently.
  • Problem-solving, reasoning, motivating, organizational, and training abilities are used often.
  • Ability to travel to attend workshops, specialized training and/or certifications, etc.
  • May be required to work nights, weekends, and/or holidays.

WHY JOIN US:

  • Health, Dental, and Vision benefits.
  • Discounted On-site Parking.
  • Discounted and Complimentary employee meals.
  • Discounted Hotel Rooms Nights (Hilton Worldwide).
  • Hilton University access.
  • Tuition Reimbursement.
  • Perkopolis.
  • GoodLife – Discounted membership.
  • Employee engagement and appreciation events.
  • Wellness days – Five days per year.


ACCESSIBILITY & ACCOMMODATION:

Job Posting – Canopy by Hilton Toronto Yorkville Hotel is committed to an inclusive, accessible recruitment process. Accommodation is available upon request for all stages of the selection process.

Communication (i.e.) booking an interview – If you require any accommodations during the interview process, kindly let us know in advance, as we are committed to an inclusive and accessible recruitment process.

HEALTH & SAFETY

  • Follow safe work procedures as outlined in Departmental Policy and Procedures manuals, including the use of personal protective equipment.
  • Know and comply with all Occupational Health & Safety regulations, as per the Occupational Health and Safety Act and the Ministry of Labour.
  • Report all injuries or illnesses to a supervisor or manager immediately.
  • Participate in the Joint Health and Safety Committee by bringing health and safety concerns or issues to the attention of the committee.
  • Review and be aware of all sections of the Health and Safety Manual.

About Hilton: Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for a demonstration of these Values:

Hospitality - We're passionate about delivering exceptional guest experiences.

Integrity - We do the right thing, all the time.

Leadership - We're leaders in our industry and in our communities.

Teamwork - We're team players in everything we do.

Ownership - We're the owners of our actions and decisions.

Now - We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes:

Quality Productivity Dependability Customer Focus Adaptability

About Easton’s: The Easton’s Group of Hotels has grown into a major force in the hospitality and service industry across Canada. Its flagship hotels include industry–renowned brands such as Marriott/Starwood, Hilton and IHG. With a dynamic leadership team and an abiding passion for excellence, the company is aggressively expanding to new locations with diverse offerings for the demanding business and leisure traveler.

In the highly competitive hotel industry, Easton’s Group’s core advantages are prime locations, premium quality, and superb service. Every Easton’s Group hotel is located to cater to the needs of its clientele while being on the cutting edge of offering the best advantages to its guests. Whether it’s the downtown Toronto hotels that are just steps to major offices, banks, subways, theatre and cultural hotspots, or the Vaughan properties that are close to the area’s main tourist attractions like Canada’s Wonderland or Vaughan Mills Shopping Centre.

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