Rooms Manager - North York, Canada - Pan Pacific Toronto

Pan Pacific Toronto

Verified Company

North York, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Come and join our fun, engaged and energetic team. Pan Pacific offers not only guests but our associate's endless possibilities to restore the body and expand the mind. We offer exceptional benefits, training and perks that provide the basis for a renewing work experience.

We are an equal opportunity employer and we would love for you to join our team

Hotel Overview
Pan Pacific Toronto, a Hotel Equities managed property is an exquisite property nestled in 15 acres of inspiring parkland.

With 395 intimate guest rooms and 30,000 square feet of meeting space, two restaurants and lounge in North Toronto, we are uniquely positioned to host a broad range of corporate, government, and leisure groups.

Job Summary

Functions as a strategic business leader, providing oversight of aspects of the Hotel in accordance with our mission statement, brand expectations, and overall company vision.

The Rooms Manager's responsibilities include, but not limited to, maximizing financial performance, sustaining/enhancing guest satisfaction, associate development within established quality standards, delivering a return on investment to ownership, etc.

Accountable for the daily operations and performance of the Hotel's Front Office, Manager on Duty and Security departments. The Rooms Manager is also an Executive Committee Member; with a focus on creating an exceptional guest service and team oriented culture with in the hotel

Responsibilities

Implement and manage the hotel's daily quality process including goal communication, associate improvement, and compliance with brand standards.
Regularly review and evaluate the degree of guest satisfaction, to implement new operating policies & procedures.
Conduct revenue management audits for all department budgets and present reports to the General Manager and/or President.
Coordinate with human resources to interview, hire, and train hotel operations staff to ensure all departments are operating smoothly and seamlessly.
Supervise forecasting, expenses, and actual results for revenue and expenses.
Review logs daily regarding any significant incidents, and coordinate with relevant department heads to enforce policies and/or procedural/process improvement as needed.
Field guest complaints and conduct thorough research to develop the most effective solutions to mitigate guest dissatisfaction or complaints.
Prepare written correspondence to guests. Listen and extend assistance in order to resolve problems, such as price conflicts, service recovery, etc.
Remain calm and alert especially during emergency situations and heavy hotel activity.
Plan and implement detailed steps or problem resolution by using experienced judgment and discretion.
Manage guest reviews on a daily basis and identify areas of opportunity.
Ensure training programs are conducted regularly and brand standards of performance are met.
Provide guidance, coaching, and support to our management and executive team members whenever required.
Assist the hotel in addressing and resolving employee/union conflicts; participate in union meetings as required.
Plan, organize, chair, attend and/or participate in various hotel meetings such as Associate Meetings, Executive Committee Meetings, and Operational Meeting etc.
Work closely with the General Manager and/or President in establishing and monitoring policies and guidelines in the daytoday operations of the hotel to ensure profitability and consistency.
Proactively and effectively resolve external problems involving guests and internal problems involving employees.
Assign and instruct management in details of work. Observe performance and encourage improvement. Supervise and review cost and inventory controls.
Implement effective inventory controls and labor costs among all subdepartments to standards.
Ability to observe performance and detect signs of emergency situations and respond with proper action.
Ability to stay abreast with industry trends while continuing to provide guidance on how to remain competitive within the industry.
Explore and create new business opportunities.
Other duties as assigned by direct manager.

Qualifications:

Fluency in both English and Mandarin, preferred.
Bachelor's degree or postsecondary diploma in Hospitality, Business Management, Commerce, Law, or Hotel Management & Tourism.
35 years of experience in Hotel Management, preferred.
35 years of experience in the hospitality field, preferably in a fullservice hotel.
At least 3 years of experience in a similar role or a General Manager role.
Energetic and outgoing, with a positive attitude, driven to provide outstanding guest service.
Strong working knowledge of PMS, central reservation system programs, yield management, and daily revenue system programs.
Must be flexible to works days, evening, and weekends when required.
Familiarity with Canadian and provincial employment and labour law.
Familiarity with un