Job Category Rooms & Guest Services Operations Schedule Full Time Located Remotely?

Position Type Management Bonus Eligible: Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Ensures guest and employee satisfaction and maximizes the financial performance of the department.

High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area. 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

Maintaining Guest

Services and Front Desk Goals Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.

Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results. Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

Supporting

Management of Front Desk Team Encourages and building mutual trust, respect, and cooperation among team members. Serving as a role model to demonstrate appropriate behaviors. Supervises and manages employees. Manages all day-to-day operations. Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.

Ensuring Exceptional Customer Service

Provides services that are above and beyond for customer satisfaction and retention. Improves service by communicating and assisting individuals to understand guest needs,



providing guidance, feedback, and individual coaching when needed. Responds to and handles guest problems and complaints.

Empowers employees to provide excellent customer service. Observes service behaviors of employees and provides feedback to individuals. Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.

Ensures employees understand customer service expectations and parameters. Interacts with guests to obtain feedback on product quality and service levels. Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Managing

Projects and Policies Implements the customer recognition/service program, communicating and ensuring the process. Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates. Supervises same day selling procedures to maximize room revenue and control property occupancy.

Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures. Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

Supporting Human Resource Activities

Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.



Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.

Assists as needed in the interviewing and hiring of employee team members with the appropriate skills. Supports a departmental orientation program for employees to receive the appropriate recent hire training to successfully perform their job. Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

Runs Front

Desk shifts whenever necessary.

At Marriott

International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Notification to Applicants: Sheraton Centre Toronto Hotel takes seriously its obligations under provincial human rights and accessibility legislation (such as the Accessibility for Ontarians with Disabilities Act, 2005, the Accessibility for Manitobans Act, and Nova Scotia Accessibility Act). If you require an accommodation in relation to this job posting, our online application or an interview, please call (phone hidden) or email [email protected] and a member of our Human Resources team will respond to your request. Please note that this phone number and email are only for those individuals who would like to request an accessibility accommodation as part of the recruiting process.

This posting is for an existing vacancy. When you join the Sheraton family, you become a member of its global community. At Sheraton, associates create a sense of belonging in more than 400 communities around the world.

We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International.

📌 Head Receptionist (IMMEDIATE HIRING) (Toronto)
🏢 Sheraton Hotels u0026 Resorts
📍 Toronto