Assistant Front Office Manager

Reporting to the Director of Rooms the Assistant Front Office Manager is responsible for the effective operations of the Front Desk and Royal Service Teams. The successful candidate will be a team champion and a recognized team leader.

• Assist in overseeing the day-to-day operations of the Front Desk and Royal Service teams ensuring consistent delivery of elevated intuitive guest service.
• Act as a leader on the floor greeting and engaging with guests addressing concerns with professionalism and serving as Manager on Duty when required.
• Ensure the lobby and all public areas maintain a consistently polished luxury presentationaddressing cleanliness organization ambiance and team readiness.
• Conduct regular walkthroughs of the lobby and public spaces to identify opportunities for service recovery presentation enhancement and colleague support.
• Collaborate with Bell Valet and Concierge teams to ensure a unified and welcoming arrival experience that reflects the elegance and warmth of the Fairmont brand.
• Assist in preparing schedules coordinating shift coverage and ensuring adequate staffing to support optimal guest service during all times of day.
• Support the onboarding mentoring and ongoing training of new and existing colleagues reinforcing a culture of excellence accountability and pride in service.
• Promote an engaging team environment by recognizing success offering constructive feedback and helping colleagues grow in their roles.
• Monitor guest feedback using insights to enhance service strategies and guest satisfaction.
• Respond to all internal and guest inquiries and e-mails in a timely manner
• Maintain close collaboration with Housekeeping Engineering and Food & Beverage teams to ensure a seamless and cohesive guest journey throughout the hotel.
• Ensure compliance with all safety emergency and cash-handling protocols.
• Other duties as assigned

Qualifications :

• Minimum of 1 year of leadership experience in front office or rooms division operations preferably in a luxury hotel environment
• Experience with Opera PMS and guest engagement platforms such as TrustYou is an asset
• Demonstrated ability to lead high-performing teams in a fast-paced guest-facing environment
• A natural communicator with strong conflict resolution interpersonal and service recovery skills
• Passionate about luxury hospitality team development and creating memorable guest experiences
• Flexible schedule including evenings weekends and holidays as required by business demands
• Degree or diploma in Hospitality Management or a related field is an asset
• Foster an inclusive environment where every individual feels valued and respected

Additional Information :

Employee Benefits:
Join our team and enjoy a range of exclusive colleague perks including complimentary upgrades extended stays discounted stays across Fairmont & Raffles properties special dining and wellness discounts and added luxuries to enhance your experience. We believe in taking care of our team ensuring that your hard work is rewarded with exceptional benefits. Add any other benefits relevant to your property.

Our Values

Respect:
We value the needs ideas and individuality of others. We treat everyone with fairness and dignity. 

Excellence:
We make genuine connections and we cherish every opportunity to make the people around us feel special.

Belonging:
We celebrate our differences. We support each other and we always stand together.

Empowerment:
We have authority to take initiative and anticipate moments that create unforgettable experiences. 

Integrity:
We build trust through mutual respect and being authentic.

Remote Work :

No

Employment Type :

Full-time