Duty Manager - Toronto, Canada - Easton's Group of Hotels Inc.

Easton's Group of Hotels Inc.

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

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Description

Job Title:

Duty Manager**:

Reports to:

Front Office Manager; General Manager, Director of Operations

Department:

Front Office

Last revised:

June 1, 2023

Objective:

-
To ensure that all departments within the Front Office consistently provide quality service consistent with Marriott standards
:

To act on behalf of senior management in their absence.

Responsibilities:

To respond to and follow up on any guest or associate issues as they arise in the absence of senior management.
To communicate departmental expectations to all Front Office associates/areas including: Front Desk and Valet & Security.
To provide direction for daytoday operation of all Front Office areas.
To research, recommend and introduce Front Office procedures and programs to improve overall operation of Front Office.
To assist with the facilitation of Front Office training programs, including orientation, ensuring that proper systems are in place, and create training procedures as needed.
To ensure departmental procedures are followed for all Marriott programs and administer all programs to achieve and exceed goals.
To provide assistance and guidance to Front Office team members.
To develop, motivate and orient all Front Office associates, providing direction to deliver Service So Memorable.
To manage sameday rooms inventory and yield management.
To liaise with VIP guests.
To monitor labor forecast and make adjustments to meet required parameters.
To assist in conducting effective departmental meetings.
To resolve guest complaints/issues to the satisfaction of the guest, in a timely manner.
To process payroll for the department.
To provide the required tools and equipment to all associates.
To immediately respond to all emergency situations, complete necessary incident reports, follow up with guests and associates.
To follow all job safety policies, and report any accidents and/or hazards.
To handle guest concerns, compliments and suggestions in a professional informed manner, using the LEARN process.
Conduct Revenue Strategies with GM, FOM, DOS.

Qualifications:

Sound knowledge of hotel services & facilities, specifically Front Office operations, policies, procedures.
Minimum 1year Front Office supervisory/management experience.
Strong computer literacy with MS Word/Excel, and PMS required; knowledge of FOSSE & MARSHA is recommended.
Excellent interpersonal and communication skills, with a passion for guest service.
A team player with proven leadership and staff development skills.
Work well under pressure in a fastpaced, constantly changing environment.
Professional, well organized and resultsorientated, able to work on own initiative.
Graduate from a community college/university hospitality program preferred.
High School graduation diploma required.