Director of Front Office

Responsible for the management of all aspects of the Front Desk Royal Service Fairmont Gold and Guest Services functions in accordance with hotel standards.  Directs implements and maintains a service and leadership philosophy which serves as a guide to respective staff.

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.
• Anticipate guests needs respond promptly and acknowledge all guests however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints ensuring guest satisfaction.
• Monitor and maintain cleanliness sanitation and organization of assigned work areas.
• Maintain complete knowledge at all times of:

1. all hotel features/services hours of operation.
2. all room types numbers layout decor appointments and location.
3. all room rates special packages and promotions.
4. daily house count and expected arrivals/departures.
5. room availability status for any given day.
6. scheduled in-house group activities locations and times.
7. all hotel and departmental policies and procedures.
8. group resumes

• Access all functions of the computer system.
• Answer department telephone within 3 rings using correct greeting and telephone etiquette.
• Ensure that current information on rates packages and promotions is available at the Front Desk/Fairmont Gold and that all staff is knowledgeable on such.
• Review the daily business levels anticipate critical situations and plan effective solutions to best expedite these situations.
• Works with Director Sales and Marketing and Director Revenue Management to evaluate group thresholds.
• Works closely with Director Sales and Marketing and Director Revenue Management on all group bookings within the Hotels short-term demand window.
• Assign work duties to staff.
• Completes monthly summaries required for the General Manager and Director Sales and Marketing.
• With Director Sales and Marketing and Director Revenue Management establishes and presents hotel pricing levels for implementation.
• Timely implementation of Corporate Revenue Management incentives.
• Participates in activities from corporate office or hotel relating to inventory control or revenue management.
• Inspect grooming and attire of staff; rectify any deficiencies.
• Inspect plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Constantly monitor staff performance in all phases of service and job functions; rectify any deficiencies with respective personnel.
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor communication logs and ensure that guest requests are followed up within 15- 20 minutes. 
• Monitor the staffs interaction with guests ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist staff with their job functions to ensure optimum service to guests.
• Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
• Adhere to hotel requirements for guest/colleague accidents or injuries and in emergency situations.
• Ensure security of guest room access.

Qualifications :

• Some college; preferably a degree in Hotel Administration or Business Management.
• 2 years experience as a Front Desk Manager preferably a 4-5 Star/Diamond style hotel.
• Fluency in English both verbal and non-verbal.
• Compute basic arithmetic.
• Familiarities with yield management and cost controls.
• Ability to:
• perform job functions with attention to detail  speed and accuracy.
• prioritize and organize.
• be a clear thinker remaining calm and resolving problems using good judgement.
• follow directions thoroughly.
• understand guests service needs.
• work cohesively with co-workers as part of a team.
• work with minimal supervision.
• maintain confidentiality of guest information and pertinent hotel data.
• ascertain departmental training needs and provide such training.
• direct performance of staff and follow up with corrections when needed.
• Input and access information in the property management system/computers/point of sales system

Additional Information :

Whats in it for you:

• Paid time off
• Medical Dental and Vision Insurance 401K
• Complimentary Shift Meal
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academy designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities such as Planet 21
• Career development opportunities with national and international promotion opportunities

Remote Work :

No

Employment Type :

Full-time