JOB SUMMARY To work with the Front Office Manager to achieve a motivated, organized and empowered Guest Services Team to provide the level of service and to contribute to the overall profitability of the property; professional work standards and guest care set down in the Standards and Procedures Manual and as defined by the Brand. To ensure adherence to all hotel policies, procedures, regulations and standards, while striving towards total guest satisfaction. To ensure that front desk operations is working in a professional manner at all times.

To assist the Front Office Manager in all areas to ensure a correct and smoothly operating department.

The Manager on Duty is responsible to oversee all staff and is positioned within the front desk to ensure and maintain guest satisfaction through proper and effective interpersonal skills and the proper execution of Front desk operations in the PMS system; to achieve goals that support the overall company’s objectives while developing and building relationships. The Manager on Duty is responsible to provide professional and friendly service for guests and that all operations throughout the hotel run smoothly while overseeing and supporting the Guest Service team.

JOB RESPONSIBILITIES

This position is responsible for the following tasks:

· Up to date on best guests and Marriott Reward members.

· Checks cleanliness of lobby and public areas, proper lighting

· Check arrivals (daily and weekly) and prepare and check VIP arrivals following up with other departments as needed.

· Follow up with No-Shows.

· Co-ordinates and communicate with effected departments for out of order rooms, late check outs, stay overs, early arrivals etc. in order to maintain Front Office functions properly and ensure guest satisfaction.

· Answer guests inquires, make reservations, process Market purchases, update folios, ensure proper postings and attend to the needs of the guests.

· Promotes and maintains good public relations.

· Motivates and maintains good staff relations.

· Adheres to hotel policies

· Follows up on credit check report.

· To bring forward any concerns to Supervisors, Front Office Manager, and Assistant General Manager.

· Adheres to and ensures the neat appearance, as well as proper and appropriate attitude and behaviour.

· Monitors the current status of coupon, Discount, and other promotional programs.

· Remain up to date on all interfaced systems (EDC, phones, movies, key systems)

· Monitors the current status of coupon, discount, and other promotional programs.

· Knows how to operate PMS, POS and other front office equipment and interfaces.

· Ensure issued front desk floats are correct at all times

· Be aware of what is happening at the hotel and surrounding area for the week;

· Regularly review physical and reservation inventory; balance inventory and third party channels





· Ensure shift checklists are accurately completed to notice discrepancies and to locate training opportunities.

· Update and follow through with other departments concerning guest requests;

· Be aware and maintain all Standard Operating Procedures of the Front Desk functions

· This position requires full floor coverage therefore it is expected that 90% of the working day be at the front desk.

· Ensure the coordination of breaks/lunches

· Ensure that a minimum of 2-3 Guest Service Agents are at the desk at all times

· Make proactive decisions in regards to guest or staff issues

· Is flexible with supervisory coverage. (Weekends, evening, holiday); shift extension as required;

· Respond to guest needs insuring that special requests are dealt with in a professional manner;

· Always ensure that any outstanding requests of needs are completed during your shift.

· Perform periodic walk-arounds of the property, noting any issues that are of concern or will become a concern;

· Ensure staff leaves on time or leave necessary reports to justify extended hours.

· Check High Balance and CC authorizations for approved status and ensure that any problem folios are rectified;

· Ensure that front desk floats are corrected from un-useable denominations or due backs; cash handling and balance

· Prepared to meet with F.O.M weekly;

· Regularly review physical and reservation inventory;

· Ensure shift checklists are accurately completed; to notice discrepancies and to locate training opportunities.

· Assist in monitoring staff on their progress; issue coaching to staff and assist in disciplinary measures as requested by management.

· Make suggestions for overall improvement of Front Desk operations.

· Update other departments concerning guest requests;

· Be aware and maintain all Standard Operating Procedures of the front desk functions used on a daily bases.

· Other tasks as required

Minimum Qualifications

· Bilingualism (French & English) is preferred

· Must have a minimum of 12-24 months Front Desk experience

· Must have an energetic and positive approach and attitude to work

· Possess a strong commitment to deliver exceptional guest service

· Ability to respond professionally and empathically to guest concerns/complaints

· Proven ability to effectively lead a team

· Demonstrated comfort level with various computer systems and interfaces

· Demonstrated ability to deal with guests concerns/complaints and solve all issues

· To supervise work during the working shift to maximize productivity and guest care





· Assist in training front line staff on a continuous basis

· To respond promptly to guest needs & follow through effectively

· Proven ability with problem resolution

· Cash handling experience

· Demonstrate professional telephone etiquette at all times

· Considerate of guest security

· Adhere to all Company, hotel & departmental policies & SOPs

· Team player/collaborator

· Ability to respond quickly in a agile & changing environment

· Ability to communicate verbally & in writing in a professional manner to guest and staff

· Must have the ability to express themselves diplomatically with staff and guests

· Must be able to work and communicate in a professional and ethical manner with colleagues assisting where necessary to achieve and maintain standards.

· Must demonstrate the ability to independently solve problems

· Must be able to work & concentrate in a high volume area

· Must be efficient, well-organized and able to handle multiple tasks

· Strong follow-through abilities

· Take initiative in all facets

· Hospitality driven

· Must be familiar with surrounding area and events

· Have knowledge of hotel fire and safety procedures.

· Able to work with collective agreements for unionized positions

· Must be able to stand & walk for a minimum of 8hr time period

Education Requirements

· General Education Diploma (GED) or equivalent.

· Degree in hospitality management, business administration, or a related field is an asset.

Bona Hospitality is an equal opportunity employer and is committed to providing equal employment opportunities to all individuals without regard to race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, record of offences, marital status, family status, disability, or any other characteristic protected by applicable legislation.

We celebrate diversity and are dedicated to creating an inclusive work environment where everyone feels valued, respected, and empowered to contribute to our mission.

We encourage qualified individuals from all backgrounds to apply for available positions and join us in our pursuit of excellence.

We will accommodate the needs of applicants under the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act, 2005, and any other applicable legislation throughout all stages of the recruitment and selection process. If you require support/accommodation during the hiring process, please contact our Human Resources Department at [email protected].

#BonaHiring

Job Types: Full-time, Permanent

Pay: $26.36 per hour

Benefits

- Dental care
- Extended health care
- On-site parking
- Paid time off
- Vision care

Experience:
- Hotel Front Desk: 2 years (required)

Language:
- French (preferred)

Work Location: In person

📌 Manager On Duty - Fairfield By Marriott (Ottawa)
🏢 Bona Hospitality
📍 Ottawa