Employer: Courtyard by Marriott Downtown Toronto
Position: Assistant Front Office Manager
Terms of Employment: Full-time / Permanent
Location: Toronto, Ontario
Employment Address: 475 Yonge Street, Toronto, Ontario, M4Y 1X7
Hours of Work: 40 hours/week
Language: English
Benefits: Eligible for discretionary bonuses and/or salary increases in accordance with company policy. Eligible for Dental Insurance, Medical Insurance and Disability Insurance. Eligible for Canada Life, H&W, Life Insurance and DCPP-RRSP.
Salary: $ 77,126.4 CAD / year
Contact: Please send resumes to nicole.cafe-labarge@marriott.com and include “Assistant Front Office Manager” in the email subject line.
Job Summary:
The Assistant Front Office Manager is responsible for ensuring exceptional guest experiences, optimizing team performance, and maintaining operational excellence. This role involves leading and developing a dynamic front office team, driving revenue strategies, and fostering a culture of professionalism, innovation, and inclusivity. The ideal candidate will exhibit strong leadership, strategic thinking, and a deep understanding of cross-functional hotel operations.
Duties:
Team Leadership & Development:
• Driving team satisfaction metrics to exceed goal levels annually by implementing employee engagement initiatives, conducting regular surveys, and analyzing feedback
• Reporting progress of team to the General Manager with actionable insights and improvement strategies
• Fostering a positive and inclusive work environment by conducting regular one-on-one meetings with team members, providing feedback, and aligning individual goals with departmental objectives
• Cultivating future leaders through structured learning opportunities and growth initiatives in alignment with Marriott International’s development programs
• Implementing onboarding strategies to ensure smooth integration of new team members, tailoring personalized learning plans based on individual strengths and development areas
• Supporting continuous learning by coaching and mentoring staff to enhance knowledge, skills and career progression
Operational Excellence & Guest Experience:
• Maximizing team productivity through efficient scheduling and proactive problem-solving
• Developing and communicating strategic roadmaps to ensure the team achieves year-end goals
• Establishing an upholding high performance standards, assuming responsibility for goal execution and motivating the team to exceed expectations
• Monitoring and ensuring compliance with all company policies, standards and procedures within daily operations
• Leading department profit and loss (P&L) meetings, analyzing key financial metrics such as revenue per available room (RevPAR), average daily rate (ADR), and occupancy rates
• Developing and implementing corrective measures, including cost control strategies and targeted pricing adjustments, to ensure alignment with hotel revenue goals
• Enhancing revenue management strategies to maximize room revenue in response to seasonal demand and implementing upselling incentive programs for incremental revenue generation
• Promoting Marriott Bonvoy membership, fostering guest loyalty through targeting initiatives and team engagement
Guest Relations & Service Recovery:
• Maintaining a visible presence in guest areas, ensuring safety and security while professionally handling any suspicious behavior
• Managing emergency situations, including fire alarms, first aid, CPR, and incidents involving fraudulent activity or guest disturbances
• Addressing and resolving guest complaints effectively through proactive interdepartmental communication, implementing necessary training to elevate service standards
• Monitoring guest feedback channels, ensuring prompt response and following up to maintain guest retention and satisfaction
• Navigating hotel extranet platforms (e.g., Booking.com, Expedia) to resolve guest issues, prevent fraudulent bookings, and oversee cancellation policies
Cross-Functional Collaboration & Performance Optimization:
• Establishing strong interdepartmental relationships with housekeeping, engineering, and food & beverage to deliver an unparalleled guest experience
• Adapting to operational challenges, demonstrating flexibility in working across various hotel departments when needed. For example: During peak occupancy periods, coordinating with housekeeping to ensure timely room turnovers or supporting the front desk team in handling a surge in guest check-ins
• Proactively identifying and addressing operational bottlenecks to maintain a seamless service delivery
• Encouraging a global mindset by supporting a diverse workforce and leveraging cultural perspectives to drive innovation and engagement
• Conducting structured team appreciation initiatives to recognize and celebrate accomplishments, fostering a motivated work environment
Diversity, Inclusion & Global Mindset:
• Supporting employees and business partners with diverse styles, abilities, motivations, and cultural perspectives
• Utilizing diversity to drive innovation, engagement, and enhanced business results, ensuring employees reach their full potential
Technical & System Expertise
• Proficient in Marriott property management systems, including Fosse, GXP, MARSHA, and ATLAS
• Utilizing industry tools such as STR to monitor market trends, assess revenue management strategies, and analyze competitor performance
• Overseeing hiring process, including screening and interviewing potential candidates for the front office team
Requirements:
• Bachelor’s degree in hospitality management, hotel management or related field is required
• Minimum of 3 years experience in front office operations or hospitality leadership role is required
• Strong leadership, communication, and problem-solving skills
• Experience with revenue management strategies and guest service optimization
• Ability to handle high-pressure situations with professionalism and poise
• Proficiency in Microsoft Office Suite and hotel management software
• Trained in emergency response and de-escalation strategies
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