Front Desk Manager

For over 95 years, Fairmont Royal York has stood proudly as a Toronto landmark. When the hotel opened in 1929 it was the tallest building in the British Common Wealth and contained 1,048 rooms, a concert hall, library, extensive bakery, radio station and even a hospital. Today, this essential downtown landmark has completed a multi-million dollar transformation, reimagining its lobby, rooms, dining venues, event spaces, and Fairmont Gold – the property’s exclusive hotel within a hotel luxury experience. Another stunning chapter for Fairmont Royal York has begun.

The Front Desk Manager is responsible for ensuring smooth daily operations at the Front Office. This includes scheduling, providing support, coaching, and directing over thirty Front Desk staff.

• Supports company and hotel policies and procedures including the promoting and participation in EES, Guest Services and Health *& Safety initiatives.
• Participates in scheduling, supervising and training of Reception Managers, Front Office staff including performance evaluations and development reviews
• Strong ability to work effectively amongst a large management team with shared responsibilities
• Ensure service standards are met and exceeded (rooming the guest, anticipating guest needs, up selling and cross-selling) and actively seeking feedback and follow up on Guest comments
• Overseeing the Group and Conventions from a Front Office perspective from the pre-convention to post-convention stage
• Participates and assists with rooms inventory, Yield and Revenue Management including setting daily sell strategies, rates and price points;
• Acts as liaison with key departments (Housekeeping, Guest Services, Reservations) to ensure a seamless arrival and departure process
• Participates in interviewing, recruiting of new team members
• Liaise with VIP parties and special attention guests (including meet & greet)
• Knowledge of function bookings and their effect on lobby and public areas
• Good knowledge of emergency procedures (Crisis Management manual) and general crisis situation procedure
• Duties as assigned by Director, Front Office and Assistant Front Office Manager
• Actively seeks feedback and following up on Guests comments

Develops and implements new systems and standards

• Solid knowledge of Front Office Procedures
• Knowledge of Opera, Microsoft Office and Windows XP
• Minimum of two years previous Front Office supervisory experience
• Highly organized, career and result oriented with the ability to be flexible with hours, days off, assignment and additional duties
• Must be able to work well under pressure in a fast-paced and constantly changing environment
• Must possess excellent interpersonal, written and verbal communication skills
• Must be a strong team player with proven leadership, development and delegating skills
• Highest Guests Service skills, talent and knowledge with the vision and ability to lead employees to excellence

Visa Requirements: Must provide proof of eligibility to work in Canada.

Job Perks & Benefits:

• Complimentary meal in our staff cafeteria each shift
• Exclusive discounts at Accor branded properties worldwide with our colleague benefit card
• Complimentary dry-cleaning services for your work attire
• Learning programs tailored to hone your skills and talents
• Opportunities to make a meaningful impact by participating in our Corporate Social Responsibility initiatives, including our Sustainability Committee and Diversity, Equity & Inclusion (DEI) Committee
• Career advancement opportunities, with pathways to national and international promotions, the opportunities are limitless
• Access to our comprehensive benefits package, including extended health, dental, vision benefits; life and disability insurance; pension with company match; and Registered Retirement Savings Program (RRSP) and a Tax-Free Savings Account (TFSA) (for salaried roles)