Manager on Duty FT- InterContinental Toronto Yorkville

InterContinental Hotels & Resorts

Location: CA - ON - Toronto

InterContinental Hotels & Resorts
Job Details
* Assist in managing the day-to-day activities of the Front Office staff.  Schedule colleagues to ensure proper coverage. 
* 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 is properly trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions.
* Ensure guests receive prompt, professional attention and personal recognition.  Ensure guests are greeted upon arrival.  Respond appropriately to guest complaints.  Implement appropriate service recovery gestures in order to ensure total guest satisfaction. 
* 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.  Assist in creating and implementing action plans to correct deficiencies.
* Assist in monitoring and controlling labor costs and expenses, and achieving revenue and profitability goals.
* Assist in maintaining procedures for security of monies, credit and financial transactions, and guest security.  Check billing instructions and guest credit for compliance with hotel credit policy
* Train appropriate staff on procedures for PBX to serve as a central communications point during emergency/crisis situations.
* Promote teamwork and quality service through daily communication and coordination with other departments.  Key departmental contacts include Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance. 
* Interact with outside contacts:

* Guests – to ensure their total satisfaction
* Regulatory agencies – regarding safety and emergency matters
* Other contacts as needed (professional organizations, community groups, local media)

May serve as “manager on duty” as required.

Perform other duties as assigned including assisting staff with their job functions during peak periods.


This job is the second in command in Front Office operations in a large full-service, luxury, resort, or major flagship hotel with an extensive range of facilities and services. Typically supervises front desk agents, and/or bell-persons, doorpersons, reservationists, PBX, etc.

Some college and three years guest service/hotel experience, or an equivalent combination of education and/or experience.  Must have full knowledge of the guest service/night function and some supervisory training/experience preferred. Must speak fluent English.  Other languages preferred.
This job requires ability to perform the following:
* Carrying or lifting items weighing up to 25 pounds
* Frequently standing up and moving about the hotel
* Frequently handling objects and equipment
* Frequently bending, stooping, and kneeling

* Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company.
* Reading and writing abilities are utilized often when completing paperwork and shift reports, and giving and receiving instructions.
* Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
* Problem solving, reasoning, motivating, organizational and training abilities are used often.
* Ability to travel to attend workshops, conferences, etc.
* May be required to work nights, weekends, and/or holidays

* IHG is an equal opportunity employer we welcome all applicants . If you have a disability that requires accommodation during the recruitment process please contact Human Resources at 416-324-5858 so the proper accommodations can be arranged. If you are hired please be advised that The InterContinental Toronto Yorkville has a accommodation process in place should you require accommodation due to a disability or medical illness.   


This job reports to and supports the Front Office Manager in a large full-service, luxury, resort, or major flagship hotel with an extensive range of facilities and services. Typically supervises front desk agents, and/or bell-persons, doorpersons, reservationists, PBX, etc.

Additional Details
Applicants who do not already have legal permission to work in Canada will not be considered.
Rooms - Front Office/Guest Services