The Pearle Hotel & Spa – Burlington’s premier luxury hotel and spa is located on the stunning shores of Lake Ontario. Founded by the Ciancone family in 1936, Pearle Hospitality prides itself on providing guests with genuine and thoughtful experiences.
Our vision is to create positive human connection and we do so by living our values; Collaboration, Kindness, Quality and Perseverance.
The Front Desk Manager is responsible for overseeing all front desk operations, ensuring a seamless and exceptional guest experience. They lead the team to provide prompt, courteous, and efficient service while managing daily operations, guest inquiries, and any concerns that arise. The Front Desk Manager ensures smooth communication across departments, drives service excellence, and maintains high operational standards to enhance guest satisfaction and uphold the Pearle’s brand reputation.
Ideal Candidate
An experienced and approachable hospitality leader with strong organizational and communication skills. They have a proven ability to manage and motivate a diverse team, ensuring high service standards across front desk operations. With a guest-focused mindset, the ideal candidate excels in problem-solving and handling inquiries with professionalism and efficiency. They thrive in a fast-paced environment, balancing operational demands with delivering an exceptional guest experience while maintaining seamless coordination between departments.
Advantages of joining The Pearle Hotel & Spa:
- Marriot discounts worldwide
- Daily staff meal prepared by our culinary team
- Group benefit premiums paid for permanent management team members after 3 months
- Discounts at all Pearle Hospitality properties (golf, restaurants, hotels, retail and spa services)
- Training and Development
- Growth Opportunities
- Wellness Program
- Amazing team & company culture!
Service & Operational Excellence
- Manage day-to-day front desk, ensuring seamless check-ins, check-outs, and guest interactions.
- Collaborate with the Director of Rooms and property leadership to align rooms operations with overall property goals, strategies, and brand standards.
- Serve as a visible and approachable presence on the floor, connecting with guests, providing hands-on leadership, and managing the guest service journey to reflect core values of Quality, Kindness, Collaboration, and Perseverance.
- Lead by example with a hands-on approach, actively engaging in daily operations, including front desk inspections and assisting with front office tasks as needed to uphold the highest standards of guest service and luxury.
- Ensure steps of service are executed to standard, proactively observing team and guest interactions to identify and address potential issues.
- Conduct comprehensive morning property walks, inspecting both interior and exterior spaces to maintain impeccable presentation and address any areas needing attention.
- Champion guest satisfaction and service excellence by leveraging guest feedback platforms and service scores, driving a culture of continuous improvement.
- Conduct post-stay evaluations to assess guest experiences, gathering feedback from both guests and team members, and following up on incident/accident reports to ensure accurate documentation and timely resolution.
- Coordinate with housekeeping, maintenance, and other departments to ensure room readiness and special requests are fulfilled.
- Ensure proper shift procedures, including cleaning checklists and required tasks, are followed consistently.
- Maintain department office organization and efficiency, ensuring all files, records, and administrative tasks are up-to-date and accessible.
- Ensure the hotel remains competitive by recommending new service or product enhancements.
- Review labor and staffing levels throughout the week to ensure all positions are effectively covered.
- Provide leadership support and coverage during vacations or staffing gaps, ensuring service continuity.
- Oversee asset care and maintenance follow-ups to ensure timely resolution of issues and communicate any maintenance needs to the team.
- Conduct regular audits to ensure compliance with Brand Standards and maintain high product knowledge among associates.
- Attend team meetings, training, and orientation sessions to stay informed of Pearle’s standards, collaborate with team members, and ensure high levels of work and guest care.
- Follow company policies, procedures, and standards to ensure consistency, safety, and operational excellence.
- Anticipate needs, address challenges promptly, and support smooth operations.
- Ensure compliance with health, safety, fire protocols, and cleanliness standards, acting as a Health & Safety Representative, including incident/accident reporting and maintaining first aid certification.
- Fully comply with federal, provincial, and municipal regulations related to health, safety, and labor requirements to meet department standards.
- Demonstrate commitment to skill development, taking action to accomplish professional goals.
Team Leadership
- Participate in the recruitment and selection process to attract and hire top talent, partnering with the People & Culture team for a smooth onboarding experience.
- Work with the leadership team to create and implement training and onboarding plans, including 6-8-week check-ins to ensure new hires are set up for success.
- Run department orientation for new hires, ensuring a successful start and aligning with operational goals.
- Delegate tasks effectively, mentoring team members to embody a strong service culture, set high performance standards, and develop necessary skills and leadership capabilities.
- Provide regular coaching, performance management support, and training on equipment, products, and service standards to ensure team success and compliance.
- Participate in weekly schedules that balance labor budgets with team member requests, ensuring efficient staffing levels.
- Lead pre and post shift meetings, ensuring clear communication of expectations, updates, and goals for the shift ahead.
- Ensure team members are informed of all departmental offerings, hotel updates, and event promotions, enabling them to provide accurate information and enhance the guest experience.
- Approve daily labor and time-sheet records, including P&C forms, to ensure accuracy and compliance.
- Participate in hourly performance reviews and one-on-one meetings, providing feedback, supporting growth, and communicating key updates.
- Champion Pearle Hospitality’s leadership qualities: Inspire Trust, Ownership, Authenticity, and Presence, while fostering a culture of continuous improvement.
- Exhibit strong emotional intelligence and adaptability, responding effectively to both team and guest needs.
Financial Ownership
- Oversee financial transactions, including billing accuracy, cash handling, and the cash-out process, ensuring compliance with hotel policies and proper financial tracking.
- Oversee financial transactions, including billing accuracy, cash handling, and the cash-out process, ensuring compliance with hotel policies and proper financial tracking.
- Drive additional revenue by championing front desk upsell programs and motivating associates to meet upsell targets.
- Manage the uniform and small wares program, including ordering supplies based on operational needs, minimizing waste, and ensuring proper stock levels.
- Oversee monthly inventory management and counts, ensuring accuracy and efficiency in stock handling and reporting.
- Handle departmental checkbook entries and review to maintain financial accuracy, ensuring expenses align with budgeted amounts and proper documentation is maintained.
- Submit quotes for approval to department head and weekly invoices and ensure timely processing, reviewing them for accuracy and addressing any discrepancies.
- Monitor daily labor costs, ensuring they remain within budgeted limits while balancing operational efficiency and guest satisfaction.
- Assist in the monthly forecasting process and creation of the annual budget.
- Continuously analyze market trends to coordinate activities that maintain and increase revenue.
- Support special projects focused on uncovering new revenue opportunities.
Additional Duties:
In addition to the accountabilities listed above, there may be other duties as assigned by your manager. These duties may vary slightly depending on the property.
What makes you the perfect candidate:
- 3+ years of upscale hospitality management experience
- Experience with luxury or Forbes recognised hotel systems is an asset
- Extensive understanding of the industry, current market trends, and competitive landscape
Vacancy Status Disclosure: This job posting is related to an existing vacancy.
Pearle Hospitality and affiliated companies, including The Pearle Hotel & Spa, accommodate the needs of job applicants throughout its recruitment and selection processes in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Accommodation needs must be provided in advance. To discuss your needs, please contact the hiring manager.
#TPHJOBS
Job Type: Full-time
Pay: From $65,000.00 per year
Benefits:
- Company events
- Dental care
- Discounted or free food
- Employee assistance program
- Extended health care
- Vision care
- Wellness program
Application question(s):
- Are you presently or have you ever been employed by any affiliated Pearle Hospitality properties? If YES, List location
(ETT: Bread Bars, The Pearle Hotel & Spa, Cambridge Mill, Elora Mill Hotel & Spa, Ancaster Mill, Spencer's At The Waterfront, Whistle Bear Golf Club)
Experience:
- hospitality management: 3 years (preferred)
Work Location: In person
