JOB SUMMARY
Responsible for supporting all aspects of operations, including guest and employee satisfaction, human resources, financial performance, sales, revenue generation, and providing a return on investment. Assists the General Manager in leading the team to develop and implement strategies across the property. Ensures the execution of the brand's service strategy and initiatives with the aim of meeting or exceeding guest expectations. Builds strong relationships with staff and key customers.
Monday – Friday / Weekends/Holidays as needed / Shift 2:00 pm – 10:00 pm
JOB RESPONSIBILITIES
This position is responsible for the following tasks:
- Assisting the Operational and Financial Management of the Property during the evening shifts
- Ensures that all brand standards are being maintained in each area and department of the property.
- Ensures all team members meet or exceed all brand requirements.
- Ensures all Department heads and Team Members are up to date with required training.
- Ensures hotel is reaching or exceeding customer service score targets.
- Ensures all team members and department heads adhere to company code of conduct and union collective agreement
- Work with department heads to implement processes to increase customer satisfaction.
- Oversees the operation of all property departments.
- Promotes an open door policy.
- Ensures viable control programs are in place.
- Provides and promotes a safe working environment.
- Responsible for posting and reconciling EFT payments and ensuring AR accounts are up to date.
Supporting the Management and Development of Departmental Teams
- Stays readily available/approachable for all employees.
- Extends professionalism and courtesy to employees at all times.
- Leads by example demonstrating self-confidence, energy and enthusiasm.
- Assists/teaches team managers scheduling against guest and hours/occupied room goals. Makes sure that staffing levels are appropriate to exceed guest expectations.
- Sets clear performance expectations with the Department Heads.
- Assists team supervisors with constructive coaching and counseling.
- Solicits feedback for continuous improvement.
Managing the Guest Experience
- Extends professionalism and courtesy to guests at all times.
- Motivates and encourages staff to solve guest and employee-related concerns.
- Provides excellent customer service by being readily available/approachable for all guests.
- Takes proactive approaches when dealing with guest concerns.
- Assists employees in understanding guests’ ever-changing needs and expectations, and how to exceed them.
Conducting Human Resource Activities
- Ensures orientations for new team members are thorough and completed in a timely fashion, create and manage Hilton accounts for team members.
- Takes proactive approaches when dealing with employee concerns.
- Ensures property hiring practices comply with requirements and strives for a culturally diverse work place.
- Works with department heads to ensure all team members are up to date with required brand training.
- Ensure department heads are following guidelines for progressive discipline if required; lead and or assist in progressive discipline meetings with team members and union reps.
- Performs other duties as assigned and needed
Qualifications
- Minimum 2 years experience in senior Hotel operations
- Minimum 5 years experience in hotel front desk or Rooms Division roles.
- Bilingualism an asset
- Knowledge and proven experience with overall hotel operations
- Demonstrated Front Desk Operations knowledge and skill set
- Experience in hotel F&B Operations
- Experience managing team members in a unionized environment
- Experience in labour relations; working with Collective Agreements
- Excellent communication skills both oral and written
- Excellent administrative & researching skills
- Excellent listening skills
- Guest focused
- Must be energetic and passionate about delivering hospitality
- Demonstrates enthusiasm towards the hospitality industry
- Possess and demonstrate a positive and energetic approach to work
- Possess an approachable and guiding manner for team members
- Proven ability to effectively lead a team through daily hotel operations
- Strong work ethic
- Strong time management and organizational skills
- Knowledge with Hilton’s PEP POS system an asset
- Knowledge of payroll systems (ADP) an asset
EDUCATION REQUIREMENTS
- Diploma in Hotel Restaurant Management or equivalent an asset
- Food Handlers/SmartServe an asset
Candidates must present their application to this posting in writing (email or letter format) no later than
August 7, 2026 to: [email protected].
Applications received after 11:59 PM will be eliminated.
All applications will be reviewed, and only viable candidates will be scheduled for an interview.
Bona Hospitality is an equal opportunity employer and is committed to providing equal employment opportunities to all individuals without regard to race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, record of offences, marital status, family status, disability, or any other characteristic protected by applicable legislation.
We celebrate diversity and are dedicated to creating an inclusive work environment where everyone feels valued, respected, and empowered to contribute to our mission.
We encourage qualified individuals from all backgrounds to apply for available positions and join us in our pursuit of excellence.
We will accommodate the needs of applicants under the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act, 2005, and any other applicable legislation throughout all stages of the recruitment and selection process. If you require support/accommodation during the hiring process, please contact our Human Resources Department at [email protected].
#BonaHiring
Job Types: Full-time, Permanent
Pay: $80,000.00-$85,000.00 per year
Benefits:
- Dental care
- Employee assistance program
- Extended health care
- On-site parking
- Paid time off
- Vision care
Education:
- Secondary School (preferred)
Experience:
- Hotel Management: 2 years (required)
Language:
Work Location: In person
