Position Description

Are you looking for an exciting career change at a bustling Downtown property? Join the dynamic Management team at the DoubleTree by Hilton Toronto Downtown in the exciting role of Director Front Office .

Located in the heart of Downtown Toronto, The DoubleTree by Hilton Toronto Downtown boasts of 490 guest rooms and 13,500 sq ft of flexible Meeting and Event space. We are looking for an experienced Front Office Manager ,who has a passion for guests services and leading a big team of professionals.

Scope

We are committed to delivering an unsurpassed level of customer service to every guest, every time. Each of us will strive to be an Ambassador of the DoubleTree Hotel. We will take advantage of every opportunity to anticipate out guests’ needs, ensuring a proactive approach to the provision of excellent service.

Job Summary

The Director of Front Office at DoubleTree By Hilton Toronto Downtown is a key leadership position responsible for overseeing all aspects of the Front Office department including and not limited to Front Desk Operations, Concierge Desk and Night Audit . This role requires a strategic thinker, a customer-focused leader, and an effective team manager who can ensure the highest levels of guest satisfaction.

Key Responsibilities:

1. Front Office Leadership:

- Provide strong, visionary leadership to the Front Office team, including Front Desk, Concierge, Night Audit and Guest Services, ensuring a cohesive and motivated workforce.
- Establish departmental goals, objectives, and performance standards to align with the hotel's mission and strategic vision.

2. Guest Experience:

- Set, maintain, and continuously elevate service standards to enhance the overall guest experience.
- Monitor guest feedback and collaborate with relevant departments to implement improvements.

3. Team Development:

- Recruit, train, mentor, and coach Front Office staff to deliver impeccable service, fostering a culture of excellence and continuous learning.
- Conduct regular performance evaluations and provide constructive feedback to team members.

4. Operational Excellence:

- Manage the Front Office budget, forecasting, and expenses, optimizing resources while maintaining exceptional service quality.
- Implement efficient staffing levels, schedules, and task assignments to meet guest demands.

5. Technology Integration:





- Stay at the forefront of industry technology trends and lead the integration of innovative systems to enhance guest services and streamline departmental operations.
- Ensure the seamless operation of the Property Management System.

6. Guest Relations:

- Address guest concerns, comments, and feedback in a professional, empathetic, and timely manner, striving for swift resolution to their satisfaction.
- Implement effective recovery strategies when service challenges arise.

7. Safety and Compliance:

- Ensure strict adherence to all safety and security policies and procedures, maintaining a secure and welcoming environment for guests and team members alike.
- Conduct regular safety drills and training for the Front Office team.

8. Collaboration:

- Foster open and effective communication with other departments to create a seamless and memorable guest experience.
- Collaborate with Sales and Marketing to promote special packages and upsell opportunities.
- Act without prior approval and with full authority within your scope to ensure that all the DoubleTree Hotel's policies and procedures are followed. Coordinate Emergency procedures within the scope of defined plans.
- Assess guest complaints/problems taking proper, prompt, and effective corrective action to ensure the best possible satisfaction to our guests.
- Ensure the proper handling, blocking, greeting and/or escorting of all VIP and Special Attention guests. Ensure rooms are inspected, keys are in packets, and all needs are met prior to their arrival.
- Review all group contracts and resumes to ensure all special requests, billing requirements, parking arrangements, and VIPs are handled properly by all Front Office personnel. Ensure all staff is aware of their special duties for a particular group.
- Ensure the proper implementation, adherence, and comprehension of all special corporate programs. Monitor and motivate to achieve desired and expected goals and objectives.
- Follow through on all out of order rooms bringing to the attention of the applicable department measures needed to re-market the room.
- Take necessary action with regard to Front Office staff; i.e. hire, coach, evaluate, exact progressive discipline,



and terminate as required with the approval and support of the Human Resources Manager and the General Manager.
- Develop, maintain and participate in training programs for staff, to meet corporate brand standards for training. Maintain high morale, minimize turnover, and concentrate on staff development on an ongoing basis.
- Keep a positive attitude at all times and promote your department. Recognize a successor and endeavor continuously to motivate staff through feedback and constructive suggestions.
- Conduct staff meetings and seminars on an ongoing basis.
- Ensure all Front Office staff is fully aware and knowledgeable of all emergency and fire procedures.
- Conduct oneself in such a manner as to reflect the DoubleTree Hotel's product and service standards. Act as a leader and role model for all staff to emulate.
- Be familiar with local and federal employment laws and be familiar with the employee handbook.

9. Reporting:

- Generate and analyze regular reports on departmental performance, key performance indicators (KPIs), and guest feedback.
- Present insights and action plans to General Manager for continuous improvement.

QUALIFICATIONS
- Good command of the English language is essential, both written and verbal.
- Must have solid leadership qualities to handle any situation that may rise in matters of guest service so that guests are satisfied to the standards of the Hotel.
- Revenue management knowledge will be an asset for this position.
- 6 years of Front Office management experience in a full service hotel .
- Ability to work under stressful situations, handling more than one task at a time.
- Must be guest service focused, and be attentive to detail.
- Must be neat, professional and well groomed.
- Knowledge of Hilton OnQ PMS system would be an asset.
- Positive attitude and outgoing personality is essential.
- Must be able to stand for prolonged period of time.
- Must be self-motivated – work with little supervision.
- College diploma or university degree from Hospitality related program would be an asset.
- Must be able to work flexible shift – days, afternoons, evenings, weekends and holidays.

Candidates with a full service Hilton hotel experience will be preferred. Job Type: Full-time

Pay: $75,000.00-$85,000.00 per year

Benefits

- Dental care
- Discounted or free food
- Extended health care
- Paid time off
- Vision care

Experience:
- Front Office Operations: 10 years (required)

Work Location: In person

📌 Director Front Office (Toronto)
🏢 DoubleTree by Hilton
📍 Toronto