Company Description InterContinental Toronto Centre is a 4-Diamond upscale hotel located in the heart of downtown Toronto, offering contemporary elegance, luxurious comfort, and modern convenience. Attached to the Metro Toronto Convention Centre, the hotel is ideally situated for business and leisure travelers. Guests are just steps away from major city attractions including the CN Tower, Air Canada Centre, Rogers Centre, and Ripley’s Aquarium of Canada. The property provides a dynamic urban environment where team members support a high standard of guest service in a vibrant, fast-paced setting.
Role Description The Front Office Manager is a full-time, on-site role based at InterContinental Toronto Centre in Toronto, ON. This role oversees day-to-day front office operations, including managing the front desk team, coordinating guest check-in and check-out processes, and ensuring a seamless arrival and departure experience. The Front Office Manager monitors room allocation, resolves guest concerns, and maintains high standards of customer service and satisfaction. Responsibilities include supervising scheduling, training, and performance of front office staff; collaborating with housekeeping, reservations, and other departments; and ensuring that brand standards, security procedures, and hotel policies are consistently followed. The role also involves tracking front office metrics, supporting revenue and occupancy goals, and implementing process improvements to enhance the guest experience.
Qualifications
- Strong front office and customer service experience, with a focus on customer satisfaction and guest relationship management.
- Office administration skills, including organizing daily operations, managing records, and coordinating schedules.
- Excellent communication skills for interacting with guests, team members, and other departments.
- Previous experience in hotel front office management or supervisory roles in hospitality is preferred.
- Proficiency with hotel property management systems and standard office software.
- Ability to lead and motivate a diverse team in a fast-paced environment.
- Strong problem-solving skills and the ability to handle escalations calmly and professionally.
- Flexibility to work varied shifts, including evenings, weekends, and holidays as required.
- Post-secondary education in hospitality management or a related field is an asset.
