Are you looking for an exciting career opportunity in Hospitality? Join one of Canada’s most successful companies that strives to take your talent to the next level. With 19 hotels currently owned and managed by Easton’s Group of Hotels and 6 in development, your passion, collaboration, and voice will be an excellent addition to our growing Organization. We strive to provide our valued employees with great benefits, perks, training, and growth opportunities.

Join Residence Inn Toronto Downtown Entertainment District, part of the globally recognized Marriott family, and grow your career in hospitality.

Located in the heart of Toronto’s vibrant Entertainment District, our 256-suite hotel offers spacious accommodations with full kitchens and is steps away from iconic attractions like the CN Tower, Rogers Centre, and Ripley’s Aquarium.

We are committed to investing in our team members through competitive perks, comprehensive benefits, ongoing training, and clear career growth opportunities within Marriott’s global network. If you’re passionate about hospitality, take pride in delivering exceptional guest experiences, and want to grow your career with a company that values people first, this is your opportunity to shine.

At Easton’s, we are committed to fostering an inclusive workplace where every individual feels valued, respected, and empowered to contribute. We believe that inclusion strengthens our teams, drives innovation, and enables us to achieve our vision while creating opportunities for everyone to thrive.

Come build your future with us and be part of a dynamic, welcoming team in one of Toronto’s most exciting neighbourhoods.

What we offer

• Employee Social Events
• Hotel Discounts at any Marriott property
• Health, Vision, and Dental Coverage
• Training and Development

What will you be doing:

Job Overview

Assist Front Office Manager in Managing 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 are 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 to ensure total guest satisfaction.
• Motivates staff and establishes a productive working environment for the hotel.
• 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 action plans to correct any deficiencies.
• Analyze guest satisfaction data and develop and implement plans to achieve established goals related to the brand
• Achieve budgeted revenues, control labour 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.
• Assists revenue management with the implementation and execution of programs to ensure that the hotel’s room occupancy and Average Daily Rate objectives are met.
• Maintain procedures for security of monies, credit and financial transactions, and guest security. Check billing instructions and guest credit for compliance with the hotel credit policy
• Develop and maintain procedures for monitoring calls to ensure that all calls are answered and recorded according to established scripts and procedures. Coordinate the dispatch of amenities, services, and/or work orders to the appropriate departments and staff. Ensure that all methods of tracking (i.e. systems) are monitored and activated in an appropriate manner.
• Establish, implement, and maintain training and procedures for the front desk/ to serve as a central communications point during emergency/crises.
• Knowledgeable of hotel property, amenities, area attractions, and transportation.
• 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 also serve as manager on duty.

QUALIFICATIONS AND REQUIREMENTS

Bachelor’s degree in Hotel Management/Business Administration, plus 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.

This job requires the ability to perform the following:

• Frequently standing up behind the desk and in the front office areas
• Carrying or lifting items weighing up to 50 pounds
• Handling various objects
• Use a keyboard to operate various property management and reservations systems, etc.

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.
• Leadership skills
• 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.