PRE-OPENING LEADERSHIP OPPORTUNITY
Front Office Manager
Le Méridien Toronto Pinnacle Hotel | Toronto, Ontario
Employment Type: Full-time
Savour Life’s Journey with a Career at Le Méridien Toronto Pinnacle Hotel
At Le Méridien Toronto Pinnacle Hotel, our associates are curious, creative and passionate about connecting cosmopolitan travellers with Toronto’s local culture. We create memorable experiences that help our guests discover the destination while providing our associates with opportunities to learn, grow and thrive.
Located in downtown Toronto, our new 223-room hotel will feature multiple restaurants, a spa, and approximately 12,000 sq. ft. of meeting and event space. We are seeking an experienced, highly organized and guest-focused Front Office Manager to join our pre-opening leadership team. This is an exciting opportunity to build the front office operation from the ground up, develop a strong team and establish the service culture required for a successful hotel opening.
Position Overview
Reporting to the Director of Operations, the Front Office Manager is responsible for leading all front office and guest-service operations, ensuring every stage of the guest journey is welcoming, efficient, personalized and consistent with Le Méridien and Marriott brand standards.
During the pre-opening phase, the Front Office Manager will lead recruitment, training, departmental setup, systems preparation, operating-procedure development and opening-readiness activities. Following the opening, the manager will oversee daily operations, team performance, guest satisfaction, service recovery, productivity and financial controls.
Key Responsibilities
- Recruit, train, schedule, coach and lead the Front Desk, At Your Service, Guest Services and Bell and Valet teams.
- Develop departmental policies, procedures, checklists, service standards and quality-control processes.
- Coordinate the setup and opening readiness of the front desk, lobby, back office, guest-service areas, supplies, equipment and systems.
- Lead front office rehearsals, system testing, arrival simulations and opening-readiness inspections.
- Oversee daily front office operations, including arrivals, departures, room assignments, guest requests, billing, cash handling and shift transitions.
- Ensure compliance with Le Méridien and Marriott brand standards, Bonvoy recognition requirements and company policies.
- Create memorable, personalized guest experiences and ensure prompt, professional service recovery when concerns arise.
- Coordinate VIP, group, special-occasion and elite-member arrivals, preferences, amenities and recognition.
- Work closely with Housekeeping and Engineering to manage room status, resolve discrepancies and address maintenance concerns.
- Collaborate with Reservations, Revenue Management, Sales and Food and Beverage to anticipate occupancy, group movements and guest needs.
- Ensure accurate use of the property-management system and Marriott guest-service platforms, including mobile check-in, mobile key and guest-request tools.
- Prepare staff schedules based on occupancy, arrivals, departures, group activity and operational requirements.
- Monitor labour productivity, departmental expenses, cash controls, credit procedures and operating budgets.
- Maintain compliance with privacy, payment-card, health and safety, accessibility, emergency and security requirements.
- Participate in management-on-duty coverage and remain visible and engaged in the lobby and guest areas.
- Promote accountability, engagement, teamwork and a positive, inclusive workplace culture.
Qualifications and Experience
- Minimum of five years of progressive front office leadership experience in a full-service, upper-upscale or luxury hotel.
- A diploma or degree in Hospitality Management, Hotel Management, or a related field is considered an asset.
- Pre-opening or hotel-opening experience is considered a strong asset.
- Experience with Marriott or another major international hotel brand is preferred.
- Strong knowledge of front office operations, guest-service standards, room inventory, billing and cash-control procedures.
- Experience with hotel property-management systems and digital guest-service platforms; familiarity with Marriott systems is an asset.
- Proven ability to recruit, train, motivate and manage a diverse team.
- Strong communication, leadership, organizational, decision-making and problem-solving skills.
- Ability to manage competing priorities and remain composed and effective in a fast-paced environment.
- Flexible availability, including mornings, evenings, overnight periods, weekends and holidays, based on operational requirements.
What We Offer
- The opportunity to join the leadership team of a new hotel in downtown Toronto.
- A key role in shaping the front office culture, guest journey, service standards and operating procedures from the beginning.
- Competitive compensation and benefits.
- Professional development and career-growth opportunities.
- Marriott hotel travel benefits, subject to eligibility and company policy.
- A collaborative, inclusive and guest-focused work environment.
Qualified candidates are invited to submit their resume and cover letter.
Le Méridien Toronto Pinnacle Hotel is committed to providing an inclusive and accessible recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Accommodation will be provided upon request throughout the recruitment and selection process.
We are an equal opportunity employer and welcome applications from all qualified candidates legally entitled to work in Canada.
Position Status: This posting is for a current job opening.
Pay: $75,000.00-$95,000.00 per year
Benefits:
- Dental care
- On-site parking
Work Location: In person
