Front Office Manager

Job Description

Seeking a dynamically motivated, multi‑tasked individual for the position of Front Office Manager. Candidates should be goal oriented to be a future Front Office Director at a large hotel.

The Front Office Manager would be responsible for daily operations of the front desk, including providing support, coaching, and directing the Front Desk, Guest Services, and Royal Service departments. The Front Office Manager will work closely with other teams within the “rooms division” as well as all other departments in the hotel.

• Supporting company and hotel policies and procedures, including the promotion and participation in Colleague Engagement, Health and Safety, and guest experience initiatives.
• Participating in scheduling and supervising a large team of hourly colleagues.
• Ability to work effectively and provide leadership in a large management team with shared responsibilities.
• Oversee Front Office operations while on duty as “manager on duty”, with direct accountability for leadership of Front Office operations.
• Ensure service standards are met and exceeded (anticipation of guest needs, upselling, scheduling, etc.).
• Responsible for ensuring that all guest issues/complaints receive prompt action and follow up and are communicated effectively to all relevant areas.
• Taking charge of Groups and Conventions from a Front Office perspective from pre‑convention to post‑convention stage, including pre‑convention meeting attendance.
• Liaise with key departments (Housekeeping, Reservations and Sales and Conference Services) to ensure smooth sense of arrival and departure.
• Assist as needed to ensure the success of a smooth in‑house guest experience.
• Participating in interviewing, recruiting and selection of new team members and managers.
• Liaise with VIP parties (e.g. State Visits) special attention guests, ensuring that accommodation is in order, inspecting where necessary, greet, escort and contact when possible upon arrival.
• Liaise with the F&B team to ensure proper communication of amenities and guest requests.
• Thorough knowledge of function bookings and their effect on lobby and public areas.
• Attendance at all required Hotel meetings.
• Thorough knowledge of emergency procedures (Emergency Preparedness Manual) and general crisis situation procedures.
• All other duties as assigned.

• Knowledge of Micros Fidelio Opera and Microsoft Office Applications.
• Minimum of two years previous Front Office supervisory experience at a mid‑sized to large hotel.
• Highly organized, career and result oriented with the ability to be flexible with hours, days off, assignment and additional duties.
• Highest guests service skills, talent and knowledge with the vision and ability to lead employees to excellence.
• Post‑Secondary School Education with Diploma in Hotel Management an asset.

• Constant standing and walking throughout shift.
• Frequent lifting and carrying up to 30 lbs.
• Constant kneeling, pushing, pulling, lifting.
• Frequent ascending or descending ladders, stairs and ramps.
• Must be able to work evenings, weekends, holidays, and overnight.

• Salary range for this position is $60,960 - $72,585. Our salary ranges are determined by job and level. Within the range, individual compensation is determined by job‑related skills and knowledge, relevant experience and/or work location.
• Free Meals:
  Healthy meals on us every shift.
• Dry Cleaning:
  Free dry‑cleaning for your work gear.
• Skill Up:
  Custom learning programs to boost your talents.
• Impact:
  Join our Health & Wellness, Sustainability, and DEI Committees.
• Level Up:
  Unlock new career heights with exciting growth paths.

We use artificial intelligence to help screen and assess applications for this position. These tools assist our hiring team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

We encourage you to let us know if you require any accommodation through the application or recruitment process, and we will work with you to meet your needs. Persons who anticipate needing accommodations for any part of the application or interview process may contact, in confidence:

At Fairmont Royal York, we believe that the strength of our team lies in its diversity. We are committed to fostering an inclusive environment that respects the unique backgrounds, perspectives, and talents of the individual. As an Equal Opportunity Employer, we provide equal access to opportunities. We welcome applications from all qualified candidates.