Front Office Manager

Be Part of Revery Toronto Downtown, Canada’s second Curio Collection by Hilton.

Are you looking for an exciting career opportunity in Hospitality? Join one of Canada’s most successful companies that strives to take your talent to the next level. With 19 hotels currently owned and managed by Easton’s Group of Hotels and 6 in development, your passion, collaboration, and voice will be an excellent addition to our growing Organization. We strive to provide our valued employees with great benefits, perks, training, and growth opportunities.

Welcome to Revery, Toronto’s first Curio Collection by Hilton. Curio Collection is a global lifestyle brand with one-of-a-kind hotels. With world-class theatre, music, and arts attractions within a short walk, we promise your curiosity will be piqued.

Revery’s Curio Collection by Hilton resides within the Lifestyle realm of Hilton Hotels, embodying refined comfort and design with sharp connectivity to the neighbourhood it calls home. Revery is located in Toronto’s Entertainment District with 224 cinematic-themed rooms, multiple event spaces, a French-inspired Restaurant and an all-day lobby bar, adjacent to its box-office-themed reception. Revery opened in June 2024 and has been building its reputation as an exclusive and sought-after hotel indowntown Toronto, Canada.

At Easton’s, we are committed to fostering an inclusive workplace where every individual feels valued, respected, and empowered to contribute. We believe that inclusion strengthens our teams, drives innovation, and enables us to achieve our vision while creating opportunities for everyone to thrive.

What we offer

• Employee Social Events
• Discounted Staff Meals
• Hotel Discounts at Hilton
• Health, Vision, and Dental Coverage

Revery is looking for someone passionate about working in the Hospitality Industry.

What will you be doing?

JOB OVERVIEW

The Front Office Manager is a dynamic hospitality leader responsible for delivering distinctive, locally inspired guest experiences while driving operational excellence and financial performance. As a key ambassador of Curio Collection by Hilton, this role balances Hilton’s trusted service standards with the hotel’s unique character, ensuring every guest interaction is personalized, memorable, and aligned with brand expectations.

Duties and Responsibilities

Leadership & Team Development

• Lead, mentor, and inspire front office team members through effective workforce planning, scheduling, coaching, and performance management.
• Champion Hilton’s service culture, Team Member Promise, and Make It Right philosophy, creating an engaged, empowered, and guest-focused team.
• Communicate and execute departmental strategies and objectives aligned with Hilton brand standards and hotel business goals.
• Recommend and initiate recruitment, compensation, disciplinary, and performance-related actions in accordance with Hilton and Company policies.
• Ensure all team members are fully trained and certified in Hilton systems (including OnQ), brand standards, cash handling, safety, and emergency procedures.

Guest Experience & Brand Representation

• Deliver a Curio Collection guest experience that blends Hilton’s consistency with the hotel’s distinctive local personality.
• Ensure guests are warmly welcomed, recognized, and personally engaged throughout their stay, including Hilton Honours members and VIP guests.
• Lead service recovery efforts using Hilton’s guest satisfaction tools and recovery guidelines to resolve concerns promptly and professionally.
• Monitor and analyze guest feedback, Guest stay experience scores, reviews, and brand metrics to drive continuous improvement.
• Serve as a visible leader in the lobby and public areas, reinforcing a culture of authentic hospitality and attention to detail.

Financial & Commercial Performance

• Demonstrate strong financial acumen by managing front office revenues, labour costs, and operating expenses to meet or exceed budgeted targets.
• Collaborate with Revenue Management to support Hilton pricing strategies, room inventory controls, occupancy goals, and ADR performance.
• Assist in the preparation and execution of annual departmental budgets, forecasts, and financial action plans.
• Ensure compliance with Hilton credit policies, billing accuracy, and financial transaction controls.
• Leverage Hilton systems and reporting tools to analyze performance trends and optimize operational efficiency.

Operational Excellence & Compliance

• Oversee daily front office operations, ensuring full compliance with Hilton brand standards, Curio Collection guidelines, and Company policies.
• Conduct routine inspections of front office and public areas to ensure presentation reflects Hilton’s quality standards and the hotel’s unique design identity.
• Maintain procedures for cash handling, guest security, and data protection in accordance with Hilton and regulatory requirements.
• Establish and maintain front office protocols as a central communication hub during emergencies and crises.
• Ensure all guest communication systems, call handling procedures, and service tracking tools are consistently monitored and optimized.

Health, Safety & Security

• Promote and enforce a strong culture of health, safety, and accountability in compliance with the Ontario Occupational Health and Safety Act (OHSA) and all applicable provincial and municipal regulations.
• Ensure the front office operates in accordance with workplace health and safety policies, including hazard identification, risk mitigation, and safe work practices.
• Support compliance with fire/life safety requirements, emergency preparedness, evacuation procedures, and incident response protocols.
• Ensure front office team members receive appropriate training on workplace safety, emergency procedures, violence and harassment prevention, and incident reporting as required under OHSA.
• Act as a key leadership contact during emergencies or security incidents, coordinating response efforts with hotel leadership, emergency services, and regulatory authorities.
• Ensure all workplace incidents, guest injuries, near misses, and safety concerns are promptly documented, investigated, and reported in accordance with OHSA and Company procedures.
• Participate in or support Joint Health and Safety Committee (JHSC) initiatives, safety meetings, inspections, and corrective action plans.
• Collaborate with Engineering, Housekeeping, and Security to maintain a safe, secure, and compliant environment for guests, team members, and hotel assets.
• Review and be aware of all sections of the Health and Safety Manual.

Collaboration & Relationship Management

• Promote seamless teamwork through daily coordination with Housekeeping, Food & Beverage, Engineering, Sales & Marketing, Catering, Accounting, and Revenue Management.
• Build strong working relationships with Hilton corporate partners, brand representatives, and regional support teams.
• Engage with external stakeholders, including guests, regulatory agencies, community organizations, and tourism partners, to enhance the hotel’s market presence.
• Maintain comprehensive knowledge of the hotel, amenities, local attractions, and the downtown Toronto hospitality landscape.

Additional Responsibilities

• Serve as Manager on Duty as required, representing Hilton and Curio Collection standards across all departments.
• Support brand audits, quality assurance reviews, and Hilton initiatives.
• Perform additional duties and special projects as assigned.
• Ensure all actions and decisions align with Hilton’s values, brand standards, and the unique spirit of Curio Collection by Hilton.

QUALIFICATIONS AND REQUIREMENTS

• Bachelor’s degree in Hotel Management, Hospitality, or Business Administration, with a minimum of three (3) years of Front Office or Guest Services experience, including management or supervisory responsibilities; or an equivalent combination of education and experience.
• Fluency in English is required; additional language skills are preferred to support a diverse guest and team environment.
• Demonstrated leadership, communication, and interpersonal skills, with the ability to effectively engage guests, employees, and third parties; strong reading and writing abilities for reports, training, and operational documentation.
• Strong financial, analytical, and problem-solving capabilities, including working knowledge of basic mathematics, budgeting, labour control, profit and loss concepts, percentages, variance analysis, and organizational and motivational skills.
• Ability to meet physical, technical, and scheduling requirements, including standing for extended periods, lifting to 50 lbs., handling various objects, operating computers and property management systems, working nights, weekends, and holidays, and travelling as needed for training, workshops, or certifications.