Front Desk & Reservations Manager

About The Station Aparthotel

The Station Aparthotel by Suite Night Residences located in the vibrant and historic Annex neighborhood of Toronto, a newly opened boutique hotel with soon to be restaurant, is quickly becoming the most sought-after luxury aparthotel in the City of Toronto. We achieve this by offering our guests an unprecedented hotel experience in a unique and fully equipped apartment perfect for long or short term stays.

We pride ourselves on providing some of the largest and most spacious apartment style hotel suites in all of Downtown Toronto. Every aspect and detail of The Station Hotel’s accommodations have been fashioned for our guests’ comfort, pleasure and ease of living from exquisitely plush pillowtop beds and stunning views to second-to-none amenities, services and location.

The Station Hotel offers 5 newly renovated and designed suites featuring a unique accent wall perfect for content creation, brand new bathrooms with tubs, computer desk with chair, SmartTVs in each room, fully equipped kitchens with all your favorite appliances. We are truly committed to providing a space for our guests to relax, rejuvenate, work or celebrate a special occasion. Our suites are 2-3X the size of other luxury hotels in Downtown Toronto and more times than not, we are the more affordable solution with more room amenities.

The Station Apartment Hotel in Toronto boasts luxurious apartment units for comfort and practicality, perfect for short or extended-stay and with unlimited experiences right outside our doorstep.

OUR CULTURE

As a luxury boutique hotel, our commitment is to support our employees with opportunities and empowerment. We provide diversity and welcome cultures from all backgrounds and experience. We are growing a dynamic team that collaborates with each other in order to achieve continued growth and success.

Our company culture is to take care of our team, our guests, and the community.

The Experience – we believe hospitality is an art and thus an experience for all involved.

One Body – we pride ourselves on accountability. Our team operates as a one body unit with varying different roles and functions.

Unreasonable Hospitality – we believe in going to unreasonable lengths to bring joy to the lives of our guests and staff.

We welcome you to be part of our petite yet powerful team at The Station

THE POSITION

The Reservations & Front Desk Manager position primarily supervises front desk operations to ensure efficient and smooth operations for producing excellent feedback and guest satisfaction. Responds in a professional and courteous manner to prospective, arriving, departing and in-house guests by providing accurate and timely information and services. Provides technical support to front desk and housekeeping staff when needed. The ideal candidate must act as a role model for the team, sharing expertise and knowledge while continually enhancing the guest experience.

The position will be directly reporting to the CEO as well as working alongside other department managers such as Housekeeping and Maintenance while also receiving requests from other departments and guests.

This role is 100% VIRTUAL though our hotel is located at 1046 Bathurst Street, Toronto, Ontario. Schedules are assigned weekly, with a mixture of morning, evening, weekdays and weekend shifts.

Duties & Responsibilities
• Always ensure outstanding customer service both on the phone and in written form
• Supervise daily shift process ensuring all team members adhere to standard operating procedures and hotel room turnover schedule.
• Oversee and manage all aspects of hotel reservations operations.
• Coordinate with the front desk, housekeeping, and sales manager to optimize room bookings.
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
• Communicate with other hotel staff, such as housekeeping or maintenance, when rooms are ready to be cleaned or repaired in preparation for a new guest.
• Build strong relationships and liaise with all other departments, especially housekeeping, reservations, engineering and concierge etc. .
• Takes responsibility in the absence of Manager on Duty.
• Monitor daily operations of the front desk, including check-ins, check-outs, and guest requests.
• Ensure accuracy of billing and payment processes.
• Monitor and review guest feedback and follow through.
• Able to make reasonable and professional decisions.
• Train and supervise reservation agents to deliver exceptional customer service.
• Performs other duties as assigned, requested or deemed necessary by management.
• Analyze booking trends and adjust strategies accordingly.

Qualifications & Requirements
• 2-3 years’ front office supervisory experience in a 4-star hotel property.
• Flexible to work weekdays, weekends, and statutory holidays.
• Experience and knowledge in hotel PMS (Siteminder, Little Hotelier, Cloudbeds PMS experience preferred)
• Friendly and outgoing personality, with an outstanding level of customer service and interpersonal skills.
• Excellent and professional communication and writing skills.
• Must have clear and concise written and verbal communication skills with the front office team, management, and other departments.
• The candidate must be punctual, well organized and have a keen eye for detail.
• Excellent problem solving, reasoning, motivating, organization, leadership, and training abilities.
• Exceptional organizational skills and time management skills.
• Must be friendly and committed to a high level of guest service.
• Fluency in several languages is an asset.
• The ability to handle confidential information.
• Must be able to demonstrate team-building experiences, build morale and spirit within the department.
• The ability to work efficiently independently, with minimal supervision, as well as with others.
• Demonstrated proficiency in Google applications such as is found in Google Drive.
• Ability to multitask and meet assigned deadlines.
• Displays a professional positive attitude, maintains enthusiasm, and celebrates success.
• Must be able to take VOIP based phone calls via a strong home internet connection and quality microphone.

Compensation & Benefits
• Employee social events (mostly virtual).
• Birthday & anniversary day recognition (restrictions may apply).
• Discounted stays at any of our collection hotels
• Annual Christmas Bonuses