Guest Service Manager

TOOR is a luxury boutique hotel located in the heart of Downtown Toronto. Our guests enjoy a distinctive blend of upscale hotel rooms & suites, accented by unobstructed breathtaking city and lake views. Our 234 rooms and suites featuring floor-to-ceiling windows with breath-taking city and lake views and thoughtfully chosen amenities. Enjoy our French-inspired bistro, a modern yoga and fitness studio, and excellent meeting and reception spaces, all of which make TOOR Hotel a sanctuary designed to inspire connections and enhance a spirited lifestyle.

Key Responsibilities: 

• Front Office Leadership: Supervise and support the front desk, concierge, and guest services teams to deliver exceptional guest service.
• Manager on Duty: Act as the hotel’s leader during assigned shifts, making decisions for all departments (Front Office, Food & Beverage, Housekeeping, Engineering) when department heads are unavailable.
• Problem Solving: Respond to guest concerns, service recovery situations, and operational challenges with professionalism and quick thinking.
• Cross-Department Coordination: Liaise with F&B and Housekeeping to ensure guest needs and service standards are met, especially during peak periods or special events.
• Staff Development: Coach, mentor, and motivate colleagues; support training initiatives and enforce brand standards.
• Operational Oversight: Monitor lobby and public areas, ensure safety and security procedures are followed, and maintain smooth daily operations.

About you:

• Guest Service Manager is responsible for the execution of the Front Office department, areas which include: Front Desk staff, and Guest Service staff and will be tasked with being the lead on a segment of the department. A successful candidate should strive to continually improve guest and employee satisfaction and maximize the financial performance of the department by owing focus areas and topics of the department, while leading the team to exceed property goals. Guest Service Manager monitors compliance with standards and procedures to ensure the smooth and efficient running of all operational aspects of the Front Office and Guest Services areas. This role will operate as a Manager on Duty and will be tasked with duties that will work to build them into a successful Department Head candidate in the medium to long term future.

Qualifications: 

• Minimum 2–3 years of leadership experience in front office or guest services within a luxury or upscale hotel environment is required.
• Excellent problem-solving skills and the ability to make sound decisions under pressure.
• Flexible to work evenings, weekends, and holidays and over night as needed.
• Familiarity with Opera PMS or similar hotel management systems is an asset.