We are seeking an experienced and customer-focused Front Desk Manager to serve as the face of our hotel and lead daily front desk operations. The successful candidate will ensure guests receive a warm and welcoming experience while overseeing front desk staff, managing guest services, resolving concerns, and maintaining high standards of professionalism and hospitality.
The Front Desk Manager combines strong leadership skills, excellent customer service, and operational expertise to create exceptional guest experiences and support the overall success of the property.
Key Responsibilities
Front Desk Operations
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Oversee all aspects of front desk operations during assigned shifts, including:
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Welcoming and greeting guests in a professional and friendly manner.
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Answering telephone calls and responding to guest inquiries promptly.
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Processing guest check-ins and check-outs efficiently and accurately.
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Balancing daily transactions and completing shift reconciliation.
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Counting and balancing cash tills at the beginning and end of each shift.
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Communicating all pertinent information to incoming shifts to ensure seamless operations.
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Ensure the front desk area remains clean, organized, and fully stocked with necessary supplies, forms, brochures, and informational materials.
Team Leadership & Staff Development
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Train, supervise, mentor, and support front desk staff.
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Lead by example and maintain high standards of professionalism and customer service.
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Ensure all team members comply with company dress code and uniform requirements
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Motivate, engage, and coach employees to promote a positive and productive work environment.
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Ensure all front desk employees remain current with required training, including workplace safety, WHMIS, Smart Serve, and departmental procedures.
Guest Services & Issue Resolution
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Deliver exceptional customer service to guests in person, by telephone, and through electronic communication channels.
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Respond to guest concerns and complaints promptly and professionally.
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Escalate significant issues to management and ownership immediately for guidance and resolution.
Operational Compliance & Communication
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Ensure all company policies, procedures, and service standards are consistently communicated, implemented, and followed by the front desk team.
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Coordinate and communicate guest inquiries related to food and beverage services, banquets, and event rentals with the appropriate departments.
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Respond promptly to all group booking inquiries, establish room blocks, and monitor block availability.
Online Reservations & Reputation Management
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Monitor, update, and maintain third-party booking platforms and online travel agency (OTA) listings.
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Respond professionally and promptly to online inquiries, guest reviews, and booking-related issues.
Emergency Response & Safety
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Assist with emergency procedures and act as a key point of contact during incidents such as fire alarms, evacuations, or other emergency situations.
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Support management in maintaining a safe environment for guests and employees.
Scheduling & Availability
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Work a flexible schedule including days, afternoons, evenings, and overnight shifts.
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Weekends and holidays as required.
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Assist with staff scheduling and operational coverage as needed.
Qualifications
Required
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Previous experience in hotel front desk operations or hospitality management.
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Proven leadership and team supervision experience.
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Strong customer service and conflict resolution skills.
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Excellent verbal and written communication abilities.
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Strong organizational skills and attention to detail.
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Ability to multitask and perform effectively in a fast-paced environment.
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Proficiency with hotel property management systems, reservation platforms, and Microsoft Office applications.
Preferred
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Experience managing online travel agency (OTA) platforms and third-party reservation systems.
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Knowledge of hospitality industry regulations and best practices.
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Experience with group reservations and event coordination.
Working Conditions
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Full-time position.
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Shift work required, including evenings, overnights, weekends, and holidays.
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Fast-paced hospitality environment with frequent guest interaction.
Note: This job description is not intended to be all-inclusive. The employee may be required to perform other related duties as requested by the company.
If you are a passionate hospitality leader eager to create unforgettable guest experiences and lead a dedicated team, we invite you to apply. Join Tokuc Group today!
We are open to all qualified candidates and encourage a diverse range of applicants to bring their unique perspectives to our team. We are an equal opportunity employer. If you require an accommodation for the application process in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, the alternate formats for contacting us are as follows:
The Tokuc Group does not use AI as part of the recruitment process.
This posting is open for an existing vacancy.
We wish to thank all applicants for their interest in a career with us. Only those selected for an interview will be contacted.
#TOKINDHP
Availability/Shifts
Days: Monday, Tuesday, Wednesday, Thursday, Friday, Saturday, Sunday
Afternoons: Monday, Tuesday, Wednesday, Thursday, Friday, Saturday, Sunday
Midnights: Monday, Tuesday, Wednesday, Thursday, Friday, Saturday, Sunday
