Location:

Novotel Toronto City Centre
45 The Esplanade
Toronto, Ontario
M5E 1W2

Job Description:

Silver Hotel Group (SHG) is a family-owned Canadian hotel investment, development, and management company. Our portfolio includes hotels in Canada and the U.S., and ranges from internationally branded full and select service hotels to independent and boutique hotels.

At SHG, our culture is fundamental to our success. Each empowered team member strives to exhibit passion, creativity, and fun every day. Together, we are dedicated to delivering exceptional experiences by living our core values as our road map: Accountability, Teamwork, Leadership, Diversity, Integrity, Giving, Fun, Recognition.

As we continue to grow, our mantra “You Matter” resonates with our 600+ team members in how we do business, which will continue to enhance engagement and retention.

Today, we look for new team members who demonstrate both aptitude and the passion to embrace and contribute to our Culture.

Help us build something exceptional!

Located in the vibrant core of Toronto’s entertainment and financial district, the newly-renovated Novotel City Centre is just steps away from Old Toronto and the St. Lawrence Market. This trendy property is currently recruiting for an experienced Operations Manager . The ideal candidate will take a hands-on approach to managing, mentoring, and directing the Guest Services, Housekeeping, Restaurant/Outlet and Banqueting departments. If you are passionate about delivering outstanding service and creating “WOW” experiences, and are looking for an opportunity to showcase your talent and develop your career, we invite you to apply for this exciting opportunity!

Duties and Responsibilities:

Reporting to the Director of Rooms and Revenue and Executive Chef, the ideal candidate:

General Responsibilities:

  • Builds and contributes to a service culture that is characterized by empowered guest service specialists, providing engaging service and creating memorable experiences.
  • Supports colleagues by demonstrating consistent and timely presence in all areas of the hotel operation during peak operational times.  
  • Maintains a strong team environment, placing emphasis on colleague satisfaction and development.
  • Contributes to an environment of continuous improvement by proactively identifying areas of improvement and collaborating on solutions.
  • Leads colleagues in a consultative style by providing encouragement, empowerment, support and coaching.
  • Ensures effective departmental communication, as well as liaising between various departments to establish proactive processes ensuring guest satisfaction.
  • Provides ongoing coaching and feedback to colleagues on guest service recovery and empowerment.
  • Understands colleague job roles, responsibilities and performance expectations in order to effectively support and manage on the floor.
  • Demonstrates team spirit and leads by example by supporting others, offering suggestions and taking initiative and ownership of actions.
  • Sets the highest standards in regards to grooming and overall professionalism.
  • Resolves all guests-related requests and /or concerns, in a professional and courteous manner.
  • Conducts pre-shift briefings.
  • Effectively develops departmental schedule, while optimizing staffing levels based on business volumes and demands.
  • Accurately processes semi-monthly payroll, and related time & attendance.
  • Participates in training of colleagues; both new hire training, and ongoing role specific training.
  • Ensures compliance with hotel and department specific policies and procedures, including health & safety, service standards, property specific systems and the collective agreement.
  • Attends and contributes to all Department Head and cross-functional departmental meetings.

 Specific Responsibilities:

  • This position will rotate between divisions every 6 – 8 months, providing for the opportunity to develop in all aspects of the Hotel operations at the completion of a full cycle.
  • While on duty, this position will be responsible for overseeing all operational departments, checking in with various colleagues, and maintaining overall Hotel operation. They will respond to all guest concerns, and hotel emergency or safety situations.
  • Specific duties in various divisions may include (but not be limited to):

Operations:

  • Supports colleagues by demonstrating consistent and timely presence in all areas of the hotel operation during peak operational times.    
  • Focus on building and engaging colleagues and guest culture through support and leading the Accor Heartist program.
  • Monitor guest reviews and implement colleague programs to heighten the guest experience focusing on the housekeeping and banquet reviews.
  • Conducts guest room inspections for quality assurance.
  • Ensures all public areas are inspected and clean (including exterior and interior of Hotel).
  • Verifies that accurate room status information is maintained & properly communicated.
  • Ensures effective communication with groups in house as key operational point of contact.

Front Office:

  • Monitor guest reviews through TrustYou survey and implement colleague programs to heighten the guest arrival and departure experience.
  • Focus on building and engaging colleagues and guest culture through support and leading the Accor Heartist program.
  • Reviews daily arrivals to ensure proper handling of loyalty program members, other VIP and special requests.
  • Ensures adherence with company cash handling procedures and PCI compliance.
  • Validates consistent and successful completion of Night Audit processes.
  • Coordinates with Reservations department to ensure adequate coverage of phone lines and reservation inquiries.

Food & Beverage:

  • Focus on building and engaging colleagues and guest culture through support and leading the Accor Heartist program.
  • Monitor guest feedback in real time and implements colleague programs to heighten the dining experience.
  • Manages the Social Media presence of our food & beverage offering in conjunction with the Executive Chef.
  • Monitors quality of food presentation prior to distribution.
  • Upholds and ensures adherence to the concept of the restaurant and lounge.
  • Performs inventory, checks stock levels, orders supplies.
  • Timely processing of invoices, ensuring accuracy.

Ad hoc responsibilities and / or projects in the role will include:

  • Overseeing and responding to guest comments, analysing patterns in guest feedback, and developing initiatives for improved customer service.
  • Participating, planning and executing Corporate Social Responsibility initiatives as assigned.
  • Setting an example for all colleagues by leading and supporting the execution of the Hotel’s workplace culture initiatives.
  • Involved in key committees and programs to influence and drive the overall performance of the hotel.

 Education & Experience:

  • High school diploma or GED; 4 years’ experience in the guest services, front desk, housekeeping, or related professional area,
    • OR
  • 2+ year degree from an accredited university / college in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years’ experience in the guest services, front desk, housekeeping, or related professional area.
  • Strong computer skills including; Microsoft Word, Excel, PowerPoint and Outlook
  • Social media savvy
  • Must be legally permitted to work in Canada
  • Able to work various hours including holidays and weekends

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristics

Apply now

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