Duty Manager Pantages

Position: Duty Manager | Full-time | Pantages Downtown
We’re looking for a Duty Manager who is a social and interactive position at the Pantages Hotel and is crucial in setting the tone for everyone who walks through our door. Our reception environment leads the way for a guest’s experience and provides the always-important first impression.

Benefits

A people-first environment where respect, appreciation, and fun are part of the everyday

A chance to work with passionate, like-minded team members

Opportunities to grow, lead, and make a real impact in a fast-paced, global-facing industry

Annual Scholarship Opportunities (for you and your children)

Annual Wellness Credits

Donation Matching Program

Volunteer Hour Rewards

Team Member Referral Program

Leadership Development

Team Building Events

Culture of Recognition

Hotel Stay Discounts

Responsibilities

Ensures a smooth operation of the Guest Services in the absence of the Guest Services Manager;

Monitor and optimize room inventory and rates in coordination with the revenue management team, leveraging property management systems to ensure accurate data entry, real-time availability updates, and maximized revenue opportunities;

Utilize advanced system features and reporting tools to analyze booking trends, identify upselling opportunities, and support strategic pricing decisions along with the Revenue Management Director;

Acts as a role model in the service vision and standards to Guest Services Team;

Supervises the registration and check out of guests including processing customer payments, and supporting team members as necessary;

Supports in training the team on systems, security and cash handling procedures, and service standards and has the tools and equipment needed to effectively carry out their job functions;

Encourages teamwork and quality service through daily communication and coordination with other departments/outlets. Key departmental contacts include Accounting, Revenue Management, Sales, Food and Beverage, Housekeeping, and Maintenance;

Verifies that accurate room status information is maintained and properly communicated;

Resolves guest problems quickly, efficiently, and courteously;

Process the night audit and reconciles all accounts and ledgers when needed;

Required to have general knowledge of Standards of Operation regarding Guest Services, Lobby/Reception, General Administration and Emergency Preparedness;

Assists with scheduling, payroll, coaching, performance management, hiring, performance reviews and training for all of Guest Services team members;

Understands and complies with all health and safety rules, regulations, and laws. Reports unsafe acts or hazardous conditions; ensures department equipment is maintained and operated in a safe manner;

Acts as a health and safety leader in the property, reports all workplace incidents/accidents or near misses, role models wearing all Personal Protective Equipment required, and participates in fire safety plan;

Ensures all COVID-19 Operating Protocols are followed and that the well-being of our guests and team members is always the priority;

Performs other duties as assigned including assisting team members with their roles during peak periods.

Additional Responsibilities

Live the corporate culture, personifying it in daily interactions with both guests and team members

Be an engaging team member who is highly inclusive, inspiring, and able to relate to all levels

Participate in a fun and supportive working environment where team members aspire to do what is right and are given the empowerment to execute

Qualifications

Previous supervisory responsibilities preferred

Experience working with Opera or other PMS is an asset

Experience with Revenue Management is an asset

Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner

Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests

Must be able to multitask and prioritize departmental functions to meet deadlines

Must be available to work flexible shifts which may include but are not limited to days, evenings, overnights, weekends, and holidays as required by management

This posting is for an existing vacancy.

The Silver Hotel Group believes in outstanding hospitality and takes seriously its obligations under the Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005. We are committed to respecting the independence and dignity of all persons by providing a barrier-free environment for all guests, colleagues, and job applicants. Accommodations are available upon request for all applicants with a disability throughout the recruitment process.

The Silver Hotel Group is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status or any other characteristics protected by law.

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