Assistant Front Office Manager

Easton's Group of Hotels Inc.•Markham, ON

2d•Onsite

About The Position

The Assistant Front Office Manager supports the Front Office Manager in overseeing all aspects of front office operations, including guest registration, reservations, concierge, telephone operations, and general guest service delivery. The role ensures service excellence, staff efficiency, adherence to brand standards, and maximized hotel profitability.

Requirements

Degree/Diploma in Hotel Management or a related field preferred.
Minimum 3 years’ experience in front office or guest service roles, including supervisory or management experience.
Equivalent combinations of education and experience may be considered.
Fluent English required; proficiency in additional languages is a plus.
Excellent communication skills for interacting with guests, team members, and external stakeholders.
Proficient in hotel property management systems (PMS), reservation platforms, Microsoft Office, and POS systems.
Frequently standing and walking; occasional lifting of items up to 50 lbs.
Ability to use computers, handle various office equipment, and operate communication systems.
Leadership and team development
Guest-focused decision-making
Time management and multi-tasking
Conflict resolution and problem-solving
Financial awareness and budget management
High attention to detail and organization

Nice To Haves

Proficiency in additional languages

Responsibilities

Oversee daily operations of the front office, including check-in/out, reservations, guest inquiries, and service recovery.
Monitor front office activities to ensure guests receive prompt, courteous, and professional service.
Assist in enforcing brand standards.
Act as Manager on Duty when required, overseeing all front-of-house departments.
Ensure the dispatch of amenities, guest requests, and service orders are completed promptly and tracked effectively.
Assist in hiring, scheduling, and managing front office staff in line with business levels and labor standards.
Provide ongoing coaching, performance management, and disciplinary action as needed.
Ensure all team members are trained on hotel systems, safety protocols, cash handling, and guest service standards.
Promote a positive, productive team environment and act as a role model for service excellence.
Greet VIPs and regular guests personally; ensure exceptional service and recognition.
Resolve guest complaints in a professional and timely manner, using approved service recovery procedures.
Maintain a strong working knowledge of local attractions, events, and hotel services to enhance guest satisfaction.
Assist in managing the front office budget and financial objectives, including labor cost control, expense tracking, and profitability goals.
Ensure proper billing and credit procedures are followed, check guest credit limits and payment methods.
Support Revenue Management in executing rate strategies and occupancy maximization.
Participate in creating the annual front office budget and business plan.
Regularly inspect front office and public areas to ensure cleanliness, functionality, and adherence to brand and safety standards.
Develop action plans to resolve any operational or appearance deficiencies.
Work closely with other departments (Housekeeping, Maintenance, Accounting, Sales, Food & Beverage, etc.) to ensure seamless guest experiences.
Participate in departmental meetings to improve cross-functional communication and hotel efficiency.
Maintain front office documentation and SOPs.
Assist with emergency procedures, training, and acting as a communication hub in crisis situations.
Perform additional duties as assigned by the Front Office Manager or Hotel Management.
Establish and enforce all safety policies and procedures. Ensure that all employees comply with OHSA and its regulations. Correct any employee who is observed breaking a safety rule. Any employee who continues to violate safety rules should be disciplined immediately.
Detect and eliminate, or report for correction, all physical hazards, and unsafe conditions immediately by completing a safety work order. Perform random checks every month and report deficiencies to the appropriate personnel.
Conduct orientation for all new employees before they start work. If possible, have a member of the Health and Safety Committee meet with the new employee (as part of the orientation or later). Ensure that new employees receive instruction (verbal and written) on WHMIS, the unique hazards of their jobs, accident reporting, CPR and first aid, back injury prevention techniques, Job Safety Analysis, procedures to follow in the event of a fire, and current property safety awareness programs.
Re-instruct all regular employees who develop unsafe work practices as soon as possible after such practices are observed.
Ensure that all employees use or wear any equipment, protective devices or clothing required under the Health & Safety Program.
Investigate all employee accidents thoroughly and immediately. Get the facts from the injured worker and witnesses and fill out necessary accident report forms promptly and completely. These forms should then be submitted to Human Resources for processing. Follow the accident investigation procedures included in this manual.
Insist on immediate first aid for all employee injuries where applicable. Maintain department first aid stations.
Identify the physical requirements of selected jobs to Human Resources to ensure effective applicant screening.
Actively cooperate with the Health and Safety Committee. Ensure a competent and interested department representative is at all committee meetings.
Insist on good housekeeping and enforce the “Clean as You Go” policy.
Maintain active involvement in the accomplishment of the accident prevention and reduction objective assigned to the department. Take every precaution reasonable in the circumstances for the protection of employees.