Employer: Courtyard by Marriott Downtown Toronto Position: Assistant Front Office Manager Terms of Employment: Full-time / Permanent Location: Toronto, Ontario Employment Address: 475 Yonge Street, Toronto, Ontario, M4Y 1X7 Hours of Work: 40 hours/week Language: English Benefits: Eligible for discretionary bonuses and/or salary increases in accordance with company policy. Eligible for Dental Insurance, Medical Insurance and Disability Insurance. Eligible for Canada Life, H&W, Life Insurance and DCPP-RRSP. Salary: $ 77,126.4 CAD / year Contact: Please send resumes to nicole.cafe-labarge@marriott.com and include "Assistant Front Office Manager" in the email subject line. Job Summary: The Assistant Front Office Manager is responsible for ensuring exceptional guest experiences, optimizing team performance, and maintaining operational excellence. This role involves leading and developing a dynamic front office team, driving revenue strategies, and fostering a culture of professionalism, innovation, and inclusivity. The ideal candidate will exhibit strong leadership, strategic thinking, and a deep understanding of cross-functional hotel operations. Duties: Team Leadership & Development: · Driving team satisfaction metrics to exceed goal levels annually by implementing employee engagement initiatives, conducting regular surveys, and analyzing feedback · Reporting progress of team to the General Manager with actionable insights and improvement strategies · Fostering a positive and inclusive work environment by conducting regular one-on-one meetings with team members, providing feedback, and aligning individual goals with departmental objectives · Cultivating future leaders through structured learning opportunities and growth initiatives in alignment with Marriott International's development programs · Implementing onboarding strategies to ensure smooth integration of new team members, tailoring personalized learning plans based on individual strengths and development areas · Supporting continuous learning by coaching and mentoring staff to enhance knowledge, skills and career progression Operational Excellence & Guest Experience: · Maximizing team productivity through efficient scheduling and proactive problem-solving · Developing and communicating strategic roadmaps to ensure the team achieves year-end goals · Establishing an upholding high performance standards, assuming responsibility for goal execution and motivating the team to exceed expectations · Monitoring and ensuring compliance with all company policies, standards and procedures within daily operations · Leading department profit and loss (P&L) meetings, analyzing key financial metrics such as revenue per available room (RevPAR), average daily rate (ADR), and occupancy rates · Developing and implementing corrective measures, including cost control strategies and targeted pricing adjustments, to ensure alignment with hotel revenue goals · Enhancing revenue management strategies to maximize room revenue in response to seasonal demand and implementing upselling incentive programs for incremental revenue generation · Promoting Marriott Bonvoy membership, fostering guest loyalty through targeting initiatives and team engagement Guest Relations & Service Recovery: · Maintaining a visible presence in guest areas, ensuring safety and security while professionally handling any suspicious behavior · Managing emergency situations, including fire alarms, first aid, CPR, and incidents involving fraudulent activity or guest disturbances · Addressing and resolving guest complaints effectively through proactive interdepartmental communication, implementing necessary training to elevate service standards · Monitoring guest feedback channels, ensuring prompt response and following up to maintain guest retention and satisfaction · Navigating hotel extranet platforms (e.g., Booking.com, Expedia) to resolve guest issues, prevent fraudulent bookings, and oversee cancellation policies Cross-Functional Collaboration & Performance Optimization: · Establishing strong interdepartmental relationships with housekeeping, engineering, and food & beverage to deliver an unparalleled guest experience · Adapting to operational challenges, demonstrating flexibility in working across various hotel departments when needed. For example: During peak occupancy periods, coordinating with housekeeping to ensure timely room turnovers or supporting the front desk team in handling a surge in guest check-ins · Proactively identifying and addressing operational bottlenecks to maintain a seamless service delivery · Encouraging a global mindset by supporting a diverse workforce and leveraging cultural perspectives to drive innovation and engagement · Conducting structured team appreciation initiatives to recognize and celebrate accomplishments, fostering a motivated work environment Diversity, Inclusion & Global Mindset: · Supporting employees and business partners with diverse styles, abilities, motivations, and cultural perspectives · Utilizing diversity to drive innovation, engagement, and enhanced business results, ensuring employees reach their full potential Technical & System Expertise · Proficient in Marriott property management systems, including Fosse, GXP, MARSHA, and ATLAS · Utilizing industry tools such as STR to monitor market trends, assess revenue management strategies, and analyze competitor performance · Overseeing hiring process, including screening and interviewing potential candidates for the front office team