Front Office Manager

ABOUT US

At InterContinental® Hotels & Resorts our role is to put the glamour into international travel. That’s where you come in. When you’re part of the InterContinental Hotels & Resorts brand, you’re more than just a job title.

At InterContinental Hotels & Resorts we look for people who are charming, confident, and internationally-minded; people who know what it takes to exceed guest expectations.

Be yourself and at the centre of it all.  Located in the heart of the entertainment and business districts in downtown Toronto, InterContinental Toronto Centre currently has an opening for a Front Office Manager.  If you are passionate about hospitality and take pride in offering exceptional service, we would love to have you be a part of the IHG team!  Our colleagues continue to aim higher and show they care about our guests and each other to ensure we achieve our goal of creating great hotels guests love.

YOUR DAY TO DAY 

Manage all aspects of the front office areas which may include, but is not limited to guest registration, bell services, business center, telephone services, concierge services, and guest reservations to ensure guest satisfaction and maximize hotel profitability.  Adhere to all brand standards and desk merchandising.

DUTIES AND RESPONSIBILITIES

• 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 is properly trained on 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 in order to ensure total guest satisfaction. 
• 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 actions plans to correct any deficiencies.
• Analyze guest satisfaction data and develop and implement plans to achieve established goals related to guest satisfaction scores, front desk activities, Priority Club enrollments, etc.
• 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. 
• Maintain procedures for security of monies, credit and financial transactions, and guest security.  Check billing instructions and guest credit for compliance with hotel credit policy
• Establish, implement, and maintain training and procedures for PBX to serve as central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel. 
• Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications. 
• 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 serve “manager on duty” as required.

WHAT WE NEED FROM YOU

EDUCATION:

Bachelor’s degree in Hotel Management/Business Administration.

EXPERIENCE:

Three (3) years Front Office/Guest Service experience including management experience, or an equivalent combination of education and experience. Must speak fluent English. Other languages preferred.

OTHER

• Communication skills are utilized a significant amount of time 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.
• 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.

WHAT WE OFFER

In return for your hard work, you can look forward to a highly competitive salary and benefits package. What’s more, because your career will be as unique as you are, we’ll give you all the tailored support you need to make a great start, be involved and grow.

And because the InterContinental Hotels & Resorts brand belongs to the IHG® family of brands, you’ll also benefit from all of the opportunities that come from being part of a successful, global hospitality company with over 7000 hotels in over 100 countries around the world.

InterContinental Toronto Centre is an inclusive employer dedicated to building a diverse workforce.  We are committed to providing accommodations throughout the recruitment and selection process for any qualified applicants under the respective provincial human rights codes.  Please advise the Recruiter to ensure your accessibility needs are accommodated. Any information received relating to accommodation will be addressed confidentially.

Salary Range:  $82,000-$87,000