Guest Services Manager

Inspired by Toronto’s diverse local culture, Union Hotel is an independent and boutique property offering distinct, bold and memorable hospitality in the heart of downtown. This vibrant new hotel is poised to become the gathering place to eat, drink, work and play any time of day. Situated in Toronto’s dynamic financial district, energy flows and personalities mingle in this 189-room upper midscale property conveniently located within walking distance to all that downtown has to offer including shopping, theater, sports and culinary experiences. More than just a hotel room, we’re committed to rethinking the guest experience, breaking from convention, and offering a stay that truly stands out. At Union Hotel, we weave the best of local throughout our rooms, artwork, amenities, and food/beverage offerings, uniting guests, team members and our community on a journey to forge their own path.

We’re a hidden gem in plain sight.

What we are looking for:

Union Hotel is currently seeking a Guest Services Manager to join our team. We seek to find Team Members who have a natural inclination towards going above and beyond, and who believe that small gestures can go a long, long way. Our purpose is clear: to ignite ambition, to nurture confidence, and to empower many to defy convention and leave their own mark on the world. Put simply, we seek people who zig when others zag. Help us build something exceptional!

You’ll fit in and stand out if you have the below skills/capabilities:

• Efficient leader who can develop the skills of others and thrives in a fast-paced environment-maintaining composure and objectivity with guests and team members.
• Organized, results-orientated, proven time management skills and ability to work under pressure.
• Passionate about hospitality, guest experience and exploration.
• 2+ years in a leadership role, preferably in the hospitality industry.
• Strong computer skills with experience with Microsoft Office and Hotel Property Management Systems.
• Effective communication skills, verbal and written.
• Past involvement in the revenue management process an asset.
• Available to work days, nights, weekends, and/or holidays as required, including occasional Manager-On-Duty shifts.
• A curious and inquisitive thinker who is dedicated staying on top of hotel trends.

Just some of the reasons you’ll love being part of Union Hotel:

• Advocates for the independent thinker, Union Hotel strives to lift up our team members through professional development, mentorship, leadership training and educational support. 
• Recognition, awards and leadership training will support unlimited career potential and opportunities to grow and shine.
• Walking distance from Union Station, you will love working in the heart and soul of the city. 
• A warm environment where diversity is valued, and individual aspirations are fulfilled.

Key Responsibilities

The Guest Services Manager is a strategic thinker, prioritizing collaboration and integrity above all else. They work with their team to coordinate initiatives that optimize guest and team member satisfaction, product quality, revenue opportunities, and ensure the property’s ongoing competitiveness in the market. Are you the one for Union Hotel? 

• Demonstrate and promote commitment to providing exceptional experiences for guests and team members.
• Ensure guests receive prompt, professional attention and personal recognition.
• Respond appropriately to guest complaints. Implement appropriate service recovery gestures in order to ensure total guest satisfaction.
• Maximize total hotel revenues including but not limited to occupancy and increase RevPar on a daily basis in collaboration with the revenue management team.
• Maintain all policies and internal controls related to guest services operations to ensure the security of monies, credit and financial transactions, and guest security.
• Assist with recruitment, training, supervision, and discipline of Guest Services team members.
• Ensure all staff is properly trained on systems, security, cash handling procedures, service standards and have the tools and equipment needed to effectively carry out their roles.
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Schedule the staff within budgeted guidelines and provide the best coverage for service demands.
• Organize and maintain guest services records and equipment in accordance with hotel policy and control the inventory of front office supplies/forms.
• Assist in the preparation of the annual business plans, budgets, and marketing plans.
• Prepare, monitor and maintain reports as required.
• Perform other duties as assigned. 

Union Hotel is part of a family-owned Canadian hotel investment, development, and management company. Our portfolio includes internationally branded full and select-service hotels to independent and boutique hotels throughout Canada. 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: Accountability, Teamwork, Leadership, Diversity, Integrity, Giving, Fun, and 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.

The Serious Stuff

Union Hotel is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, or any other characteristics protected by law.