The Sheraton Toronto Airport Hotel & Conference is located just 1½ kilometers from Toronto Pearson International Airport (YYZ) and offers 249 spacious guest rooms and 26,000 square feet of modern meeting space exquisitely designed on one level. At the Sheraton Toronto Airport Hotel & Conference Centre, we create a welcoming place for our community to gather.
Our associates are empowered to go the extra mile and deliver exceptional guest experiences. As “The World’s Gathering Place” We Invite, We Welcome, and We Connect with our guests and fellow colleagues.
Job Summary
The Rooms Operations Manager for Front Office is a full time position working overnight shifts. ROM will be responsible for the effective management of all front office operations within the hotel. He/she must strive to continually improve guest satisfaction and associate engagement while maximizing the financial performance of the department. This individual must also lead the team towards and beyond property goals while still monitoring compliance in regards to the services standards and procedures as set out by the brand and public health authorities.
RESPONSIBILITIES: (Including but not limited to)
- Responsible for the direct supervision of the front office hourly associates.
- To participate in the budget process, and to operate within budgeted guidelines.
- To provide operational support to other departments in relation to front office issues.
- Managing the department while on duty and attending to guest issues and inquiries.
- To research, introduce and implement Front Office procedures and programs to improve overall operation of Front Office.
- To establish, communicate and comply with all Sheraton programs (i.e. GSS, Marriott Rewards) and procedures to achieve and exceed goals.
- To administer performance management, including counseling, coaching and disciplinary action, and provide direction to Front Office management staff in these areas.
- To develop, motivate and orient all Front Office associates, providing direction to deliver excellent guest service.
- To maintain and ensure that all VIP and Marriott High Value guest processes are followed in accordance with Sheraton standards.
- To communicate, promote and maintain health and safety in the workplace.
- To provide the required tools and equipment to all associates for the execution of service delivery for the Front Office, within budget guidelines.
- Responsible for ensuring associates maintain accurate accounting transactions including executing float counts of associates.
- To effectively communicate with associates in various settings and across departments.
- Work in a safe manner and abide by Occupational Health and Safety Legislation and hotel policies with regards to accident and incident reporting procedures.
- To audit and inspect guestrooms, VIP rooms, and public areas, on a daily basis.
- Completion of night audit and financial duties
- Adhering to all emergency procedures
- Communicate and coordinate events, incidents and update morning leaders
- Ensure all room deficiency items have been followed up on and resolved.
- To ensure that associates are following WHMIS protocols while handling chemicals.
- To handle guest concerns, compliments and suggestions in a professional informed manner, using the LEARN process.
- Undertakes special projects and other duties as assigned by the Director of Rooms and/or senior management
QUALIFICATIONS:
- Minimum 2 years of experience in hotel rooms operations leadership, front office experience preferred.
- Degree or Diploma in Hotel Administration or related field, an asset
- Previous experience in a union environment is an asset.
- Excellent communication, analytical, problem solving, organizational and interpersonal skills.
- Highly motivated and able to motivate others.
- Must be a self-starter, and work with minimal supervision.
- Ability to develop and train associates.
- Strong guest service and customer service skills
- Proficient in MS Office programs i.e. Word, Excel.
- Able to work overnight shifts, with flexible hours and weekends.
- Ability to lift up to 50 lbs
The Sheraton Toronto Airport Hotel and Conference Centre is an equal opportunity employer committed to fostering a positive and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, colour, national origin, gender, age, religion, disability, sexual orientation, veteran status, or any other status or characteristic protected by law. Accommodations will be made available upon request for applicants with disabilities to enable them to participate in the selection process. If you require assistance or a reasonable accommodation in completing the application materials or any aspect of the selection process, please contact the Human Resources Department upon application.
Job Types: Full-time, Permanent
Pay: $53,000.00-$63,000.00 per year
Application question(s):
- Are you legally entitled to work in Canada?
Experience:
- Lightspeed, Empower and Galaxy systems: 1 year (preferred)
- hotel rooms operations leadership, front office: 2 years (preferred)
Work Location: In person
