Duty Manager | Full-time | Pantages Downtown Toronto

Why Join Us?

Welcome to Pantages Hotel Downtown Toronto—where urban energy meets contemporary luxury in the heart of Toronto’s Downtown-Yonge Neighborhood. We aren't just a place to stay; we are a destination for those who crave a comfortable yet "vibey" atmosphere. From our signature restaurant and lounge and live piano in the lobby to our chic boutique suites, Pantages is where the pulse of the city meets polished, effortless hospitality.

We’re looking for tastemakers, proactive hosts, and experts in the art of the "unforgettable." If you thrive in a fast-paced environment, have an eye for modern style, and love connecting guests to the best of Toronto’s culture, you’ll fit right in. At Pantages, we celebrate flair, professional polish, and the drive to deliver a guest experience that feels as curated as a front-row performance.

Our location is our stage. Situated in the center of the Theatre District and steps from the Ed Mirvish Theatre, Yonge-Dundas Square, and the CF Toronto Eaton Centre, Pantages puts you at the crossroads of the city’s best dining, shopping, and nightlife. We are the ultimate urban retreat—chic, vibrant, and always on.

We’re looking for a Duty Manager who is a social and interactive position at the Pantages Hotel and is crucial in setting the tone for everyone who walks through our door. Our reception environment leads the way for a guest’s experience and provides the always-important first impression.

Are you ready for your next career move? Here’s what’s in it for you :

• A people-first environment where respect, appreciation, and fun are part of the everyday
• A chance to work with passionate, like-minded team members
• Opportunities to grow, lead, and make a real impact in a fast-paced, global-facing industry
• Annual Scholarship Opportunities (for you and your children)
• Annual Wellness Credits
• Donation Matching Program
• Volunteer Hour Rewards
• Team Member Referral Program
• Leadership Development
• Team Building Events
• Culture of Recognition
• Hotel Stay Discounts

Your Role

The Duty Manager will be responsible for the daily operations and be the ambassador of Property Management Systems. This individual will be responsible for providing support and training to the team (also incredible) in guest-related and rooms operations, both during the day, afternoon, and night shifts when required. This role requires an individual who thrives on working rotational shifts.

The Duty Manager is primarily responsible for:

• Ensures a smooth operation of the Guest Services in the absence of the Guest Services Manager;
• Monitor and optimize room inventory and rates in coordination with the revenue management team, leveraging property management systems to ensure accurate data entry, real-time availability updates, and maximized revenue opportunities;
• Utilize advanced system features and reporting tools to analyze booking trends, identify upselling opportunities, and support strategic pricing decisions. Along with the Revenue Management Director;
• Acts as a role model in the service vision and standards to Guest Services Team;
• Supervises the registration and check out of guests including processing customer payments, and supporting team members as necessary;
• Supports in training the team on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions;
• Encourages teamwork and quality service through daily communication and coordination with other departments/ outlets. Key departmental contacts include Accounting, Revenue Management, Sales, Food and Beverage, Housekeeping, and Maintenance;
• Verifies that accurate room status information is maintained and properly communicated;
• Resolves guest problems quickly, efficiently, and courteously;
• Process the night audit and reconciles all accounts and ledgers when needed;
• Required to have general knowledge of Standards of Operation regarding Guest Services, Lobby/Reception, General Administration and Emergency Preparedness;
• Assists with scheduling, payroll, coaching, performance management, hiring, performance reviews and training for all of Guest Services team members;
• Understands and comply with all health and safety rules, regulations, and laws.  Report unsafe acts or hazardous conditions ensure department equipment is maintained and operated in a safe manner;
• Acts as a health and safety leader in the property, report all workplace incidents/accidents or near misses, role model wearing all Personal Protective Equipment required, and participation in fire safety plan;
• Ensures all COVID-19 Operating Protocols are followed and that the well-being of our guests and team members is always the priority;
• Performs other duties as assigned including assisting team members with their roles during peak periods;

In addition to the core job responsibilities, the Duty Manager will illustrate the ability and passion to:

• Live the corporate culture, personifying it in daily interactions with both guests and team members
• Be an engaging team member who is highly inclusive, inspiring, and able to relate to all levels
• Participate in a fun and supportive working environment where team members aspire to do what is right and are given the empowerment to execute

What You Bring to the Table

• Previous supervisory responsibilities preferred;
• Experience working with Opera or other PMS is an asset;
• Experience with Revenue Management is an asset;
• Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner;
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests;
• Must be able to multitask and prioritize departmental functions to meet deadlines;
• Must be available to work flexible shifts which may include but are not limited to days, evenings, overnights, weekends, and holidays as required by management.

Let’s Build Something Exceptional

If you’re ready to work somewhere that values performance as much as professionalism, and believes hospitality should feel like an event, Pantages Hotel Downtown Toronto is your perfect match. We want you to help us build something exceptional!

This posting is for an existing vacancy.

About Us

Silver Hotel Group (SHG) is a family-owned Canadian hotel investment, development, and management company. Our portfolio includes hotels in Canada and the U.S., and ranges from internationally branded full and select service hotels to independent and boutique hotels.

At SHG, 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 as our road map: Accountability, Teamwork, Leadership, Diversity, Integrity, Giving, Fun, 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.

Help us build something exceptional!

The Silver Hotel Group believes in outstanding hospitality and takes seriously its obligations under the Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005. We are committed to respecting the independence and dignity of all persons by providing a barrier-free environment for all guests, colleagues, and job applicants. Accommodations are available upon request for all applicants with a disability throughout the recruitment process.

The Silver Hotel Group 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.