Front Office Manager

At Fairmont Hotels & Resorts providing engaging sincere and personalized service is at the heart of how we turn moments into memories for our guests. As Front Office Manager you will lead our Front Desk and Royal Service teams with purpose and authenticity serving as a role model for Fairmont service excellence. You will inspire and develop a team of service ambassadors ensure seamless Front Office operations and consistently deliver warm thoughtful and memorable guest experiences. This role is responsible for driving continuous improvement in colleague engagement and guest satisfaction maximizing revenue performance and championing the hotelwide Accor Live Limitless loyalty program as an integral part of the guest journey.

Whats in it for you:

• Salary of $80000 - $85000 / year
• Employee travel program offered discounted rates in Fairmonts and Accor worldwide
• Parking/Commuting discounts
• Medical dental vision insurance available for all full-time colleagues and their families. Additional supplemental insurance available Free base employee only medical insurance
• 401K retirement plans with a 4% match for all colleagues
• Paid meal breaks with complimentary meals served in our Staff Dining room
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world
• Ability to make a difference through our Corporate Social Responsibility activities
• Fun elegant atmosphere with amazing colleagues!

Summary of Responsibilities:
Reporting to the Assistant Director of Rooms the Front Office Manager is responsible for the effective and efficient operation of the Front Office while inspiring colleagues to achieve shared goals that support guests colleagues and business stakeholders. The successful candidate will be a people-focused leader and a recognized role model fostering a culture of engagement accountability and service excellence through visible leadership and collaboration.

Reporting to the Assistant Director of Rooms responsibilities and essential job functions include but are not limited to the following: 

• Consistently offer professional friendly and engaging service
• Lead and manage all aspects of the Front Office department and ensure all service standards are followed
• Maximize rooms revenue through participating in yield management meetings and implementing supporting agreed upon Revenue Management strategies and practices
• Handle guest concerns and react quickly logging and notifying proper areas
• Conduct regularly scheduled departmental meetings
• Balance operational administrative and Colleague needs
• Assist guests regarding hotel facilities in an informative and helpful way
• Follow department policies procedures and service standards
• Arrive at workplace on time in full uniform prepared with tools and all equipment needed for service. 
• Review current days expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered blocked properly and other departments are notified of room assignment. 
• Review the room availability and check status of departures daily.
• Relay all pertinent information to the Front Desk and Royal Service Agents the following shift supervisor Assistant Front Desk Manager and all relevant areas in the rooms division.
• Supervise coach and mentor the Front Desk and Royal Service Agents ensuring the correct sequence of events for proper registration and checkout of guests. 
• Assign breaks and specific tasks related to credit missing addresses printing registration cards registering and keying guests creating check-in packets posting charges and overall cleanliness and organization of the Front Desk. 
• Manage staffing levels as occupancy fluctuates.
• The number one priority is to be driving the standards while out on the floor with the Front Desk Agents. 
• When observing the associates ensure efficient guest registration check out and telephone service.  Ensure that their duties are completed in accordance with established policies procedures and standards.
• Handle any guest challenges that may arise. 
• Resolve any guest opportunity to ensure complete guest satisfaction.  Then use opportunity as a training tool for the Front Desk and Royal Service Agents so the problem does not arise again.
• Create a welcoming environment for all guests and patrons; assure that all guests are acknowledged while in the lobby either verbally or visually (adhering to the 15-5 rule). Accept requests from guests regarding luggage handling and storage delivery of items. Maintain all logbooks keeping them accurate updated and in good order. 
• Resolve guest and employee concerns expeditiously in a manner which is beneficial to all involved.
• Participate in ongoing training of associates for continued performance improvement.  Recognize outstanding performance by service personnel and handle discipline as per standard operating procedures.
• Inspect associates uniforms and operational departmental areas for cleanliness and organization correcting as necessary and communicating expectations of these areas to the staff.
• Maintain a daily log of all guests opportunities with corrective action steps.
• Follow-up on any unresolved situations in a timely manner and pass on appropriate information to other Managers for handling.
• Any other duties as assigned by the Assistant Director of Rooms.

Qualifications :

• Previous experience as a Front Desk Manager is an asset
• University degree or College diploma in Hotel Management preferred
• Proven leadership skills which support an environment of employee growth and development interdepartmental teamwork and exceptional customer service
• Superior interpersonal and communication skills both written and verbal
• Highly organized results-oriented with the ability to be flexible
• Works well under pressure in a fast-paced changing environment
• Minimum 3 years leadership experience in Rooms including a solid working knowledge of Front Office operating systems
• Computer literacy required: Microsoft Windows MS Office and Property Manager. Opera Cloud and ALICE is an asset.
• Must hold valid USA work authorization
• Available to work mornings evenings weekends and holidays

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract recruit and promote diverse talent.

We are an equal opportunity employer.  All offers contingent on background check and E-Verify.

Do what you love care for the world dare to challenge the status quo! #BELIMITLESS   

Remote Work :

No

Employment Type :

Full-time