Front Office Manager

Job summary

Oversee daily front office operations, including the front desk team, guest arrivals and departures, room allocation, and resolution of guest concerns. Supervise staff scheduling, training, and performance; coordinate with other hotel departments; uphold brand, security, and policy standards; and support revenue, occupancy, and guest experience goals.

Job details

Company Description InterContinental Toronto Centre is a 4-Diamond upscale hotel located in the heart of downtown Toronto, offering contemporary elegance, luxurious comfort, and modern convenience. Attached to the Metro Toronto Convention Centre, the hotel is ideally situated for business and leisure travelers. Guests are just steps away from major city attractions including the CN Tower, Air Canada Centre, Rogers Centre, and Ripley’s Aquarium of Canada. The property provides a dynamic urban environment where team members support a high standard of guest service in a vibrant, fast-paced setting. Role Description The Front Office Manager is a full-time, on-site role based at InterContinental Toronto Centre in Toronto, ON. This role oversees day-to-day front office operations, including managing the front desk team, coordinating guest check-in and check-out processes, and ensuring a seamless arrival and departure experience. The Front Office Manager monitors room allocation, resolves guest concerns, and maintains high standards of customer service and satisfaction. Responsibilities include supervising scheduling, training, and performance of front office staff; collaborating with housekeeping, reservations, and other departments; and ensuring that brand standards, security procedures, and hotel policies are consistently followed. The role also involves tracking front office metrics, supporting revenue and occupancy goals, and implementing process improvements to enhance the guest experience. Qualifications Strong front office and customer service experience, with a focus on customer satisfaction and guest relationship management. Office administration skills, including organizing daily operations, managing records, and coordinating schedules. Excellent communication skills for interacting with guests, team members, and other departments. Previous experience in hotel front office management or supervisory roles in hospitality is preferred. Proficiency with hotel property management systems and standard office software. Ability to lead and motivate a diverse team in a fast-paced environment. Strong problem-solving skills and the ability to handle escalations calmly and professionally. Flexibility to work varied shifts, including evenings, weekends, and holidays as required. Post-secondary education in hospitality management or a related field is an asset.

What you’ll do

Oversee daily front office operations, including the front desk team, guest arrivals and departures, room allocation, and resolution of guest concerns. Supervise staff scheduling, training, and performance; coordinate with other hotel departments; uphold brand, security, and policy standards; and support revenue, occupancy, and guest experience goals.

Requirements

Candidates should have strong front office and customer service experience, preferably in a hotel management or supervisory role, along with proficiency in property management systems and standard office software. They should demonstrate leadership, communication, administrative, and problem-solving skills, be flexible to work varied shifts, and ideally have post-secondary education in hospitality management or a related field.

Listed skills

• Customer service · Preferred
• Office Administration · Preferred
• Communication · Preferred
• Team Leadership · Preferred
• Problem solving · Preferred
• Process Improvement · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Front Office Operations
• Customer Service
• Guest Relationship Management
• Office Administration
• Communication
• Team Leadership
• Staff Scheduling
• Staff Training
• Performance Management
• Hotel Property Management Systems
• Problem-Solving
• Guest Concern Resolution
• Room Allocation
• Interdepartmental Coordination
• Revenue and Occupancy Management
• Process Improvement

Job areas

• Hospitality
• Management & Leadership
• Customer Service & Support
• Administrative