Canopy by Hilton Toronto Yorkville – Canada’s first Canopy by Hilton! What an exciting time to weave a new fabric into the vibrant neighbourhood of downtown Toronto!
Canopy by Hilton resides within the Lifestyle realm of Hilton Hotels, embodying refined comfort and design, with a sharp connectivity to the neighborhood it calls Home.
Five essential aspects Canopy embraces for total guest experience include:
Energizing Comfort, More Included Value, Surprising Extras, The Just Right Room, and Local Know-How.
Culture is key at Canopy, with team members known as “friendly enthusiasts” who engage guests, always going above and beyond to make stays memorable and thoughtful. Relationships with area partners showcase Canopy’s expertise in local know-how, crafting unique experiences tailored for every guest.
Attention to detail and an energetic environment ensure Canopy’s “Positively Yours” service culture is a kept Brand promise, delivering a consistent “positive stay”, where memories are made, and comfort is guaranteed.
Canopy by Hilton Toronto Yorkville is an 183-room hotel with one restaurant, a street-level café, and over 3500 sq ft of meeting space, located in one of the most exclusive and sought-after areas of downtown Toronto, Canada.
Position Title
:
Lead Welcome Enthusiast/Front Office Manager
Reports To
:
Lead Rooms Division Enthusiast/Rooms Division Manager
Position Status: This position is currently open
JOB OVERVIEW
Manage all aspects of the front office areas, which include, but are not limited to, the Welcome desk, Transfer Lounge, Valet Services, and the Canopy Boutique. This position also manages guest reservations and ensures guest satisfaction to maximize hotel profitability while adhering to all brand standards.
Responsibilities and Duties
Manage day-to-day operations and assignments of the front office staff; schedule, plan, and assign work. Develop and communicate departmental strategies and goals. Communicate and enforce policies and procedures.Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies. Alert management of potentially serious issues.Ensure all staff are properly trained in systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions.Monitor front office staff to ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery guidelines to ensure total guest satisfaction.Motivate staff and establish a productive working environment for the hotel.Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Develop action plans to correct any deficiencies.Analyze guest satisfaction data and develop and implement plans to achieve established goals related to the brandAchieve budgeted revenues, control labor costs & expenses, and maximize profitability within all areas of the front office. Participate in the preparation of the annual departmental operating budget and financial plans, which support the overall objectives of the hotel.Assists revenue management with the implementation and execution of programs to ensure that the hotel’s room occupancy and Average Daily Rate objectives are met.Maintain procedures for security of monies, credit and financial transactions, and guest security. Check billing instructions and guest credit for compliance with the hotel credit policyDevelop and maintain procedures for monitoring calls to ensure that all calls are answered and recorded according to established scripts and procedures. Coordinate the dispatch of amenities, services, and/or work orders to the appropriate departments and staff. Ensure that all methods of tracking (i.e., systems) are monitored and activated in an appropriate manner.Establish, implement, and maintain training and procedures for the welcome desk to serve as a central communications…
