Overnight Manager on Duty

Toronto, ON, Canada
East York, ON, Canada

Pay Range: $62,500-$84,000 Annually · Full-time

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Job details

Pay: Pay Range: $62,500-$84,000 Annually
Job type: Full-time
Apply by: Nov 22, 2026
Experience: High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional area.
Posting language: English
Posted: Oct 23, 2026

Original job description

Additional Information

Job Number26138705

Job CategoryRooms & Guest Services Operations

LocationTerminal 3, Toronto AMF, P.O. Box 3000, Toronto ON L5P 1C4, Canada VIEW ON MAP

ScheduleFull Time

Located Remotely?N

Position Type Management

Pay Range: $62,500-$84,000 Annually

Bonus Eligible: Y

Job Summary

Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest or property related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues.

CANDIDATE PROFILE

Education And Experience

High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional area.

2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the guest services, front desk, housekeeping, or related professional area.

CORE WORK ACTIVITIES

Supporting Property Operations and Guest Relations Needs

Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
Communicates any variations to the established norms to the appropriate department in a timely manner.
Sends copy of MOD report to all departments on a daily basis.
Strives to improve service performance.
Ensures compliance with all policies, standards and procedures.
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Supporting Profitability Goals

Understands and complies with loss prevention policies and procedures.
Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.

Managing The Guest Experience

Intervenes in any guest/associate situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and associate well being is preserved.
Empowers associates to provide excellent customer service.
Provides immediate assistance to guests as requested.
Serves as a leader in displaying outstanding hospitality skills.
Sets a positive example for guest relations.
Responds to and handles guest problems and complaints.
Ensures associates understand customer service expectations and parameters.
Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
Participates in the development and implementation of corrective action plans to improve guest satisfaction.
Records guest issues in the guest response tracking system.

Assisting Human Resources Activities

Participates as needed in the investigation of associate and guest accidents.
Observes service behaviors of associates and providing feedback to individuals.
Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
Celebrates successes and publicly recognizes the contributions of team members.
Ensures associates are cross-trained to support successfully daily operations.
Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process.
Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Notification to Applicants: Sheraton Gateway Hotel in Toronto International Airport takes seriously its obligations under provincial human rights and accessibility legislation (such as the Accessibility for Ontarians with Disabilities Act, 2005, the Accessibility for Manitobans Act, and Nova Scotia Accessibility Act). We are happy to provide accommodations to job applicants needing assistance. If you require an accommodation in relation to this job posting, our online application or an interview, please call 905-366-5227 or email CanadaApplicationAccommodation@marriott.com and a member of our Human Resources team will respond to your request. Please note that this phone number and email are only for those individuals who would like to request an accessibility accommodation as part of the recruiting process. This posting is for an existing vacancy

When you join the Sheraton family, you become a member of its global community. We’ve been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be ‘The World’s Gathering Place’. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

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More about this job

Responsibilities

Oversee hotel operations as the Manager on Duty, support coordination across departments, and resolve guest and property issues while maintaining high service standards. Monitor guest satisfaction and operational performance, support staff development and policy compliance, and respond to safety, security, and emergency situations.

Requirements

Requires a high school diploma or GED and four years of relevant guest services, front desk, housekeeping, or related experience; alternatively, a two-year degree in a related field and two years of relevant experience. Relevant fields include hotel and restaurant management, hospitality, and business administration.

Skills

Guest Relations
Guest Service
Hotel Operations
Complaint Resolution
Service Recovery
Team Leadership
Staff Training
Cross-Training
Performance Monitoring
Financial Reporting
Cost Control
Loss Prevention
Safety Inspections
Emergency Response
Incident Investigation
Policy Compliance

Visa sponsorship

Not detected in the job text

Keywords

Manager on Duty
Hotel Operations
Guest Relations
Guest Services
Front Desk
Housekeeping
Hospitality
Service Recovery
Guest Satisfaction
Complaint Resolution
Department Coordination
Staffing Levels
Financial Statements
Sales Reports
Productivity Measurement
Cost Reduction
Loss Prevention
Customer Feedback
Corrective Action Plans
Guest Response Tracking System
Staff Cross-Training
Disciplinary Procedures
Standard Operating Procedures
Safety Inspections
Emergency Plans
Incident Investigation

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