Assistant Front Office Manager at Fairmont Hotels & Resorts

Job Description

• Responsible for the day-to-day operations of the Front Desk, Concierge, Royal Service departments with a primary focus on the overall efficient operation of the Front Desk.
• Leads and coaches the Front Office team towards achieving the highest levels of guest service through consistent delivery of Service standards, and opportunities to create memorable experiences.
• Leads the Front Office team towards achieving the highest levels of exceptional guest service and colleague satisfaction results, through the application of all Corporate and property standards and policies.
• Review arrival reports and VIP reports to ensure all special requirements are met or exceeded, ensure seamless coordination of check-ins and check-outs
• Strong focus on development and implementation of departmental goals and projects in the areas of occupancy and yield management, guest service and standards, health and safety, and employee engagement.
• Actively seeks feedback from colleagues and guests and follows up by taking appropriate action.
• Ensure effective utilization and productivity of all employees in the Front Office, including involvement in forecasting, scheduling and adhering to budget parameters.
• Developing an enthusiastic and guest driven Front Desk team through recruitment, performance appraisals, recognition, incentive programs, communication meetings, and additional career development.
• Builds a cooperative team spirit by demonstrating best practices, including listening, providing positive and constructive feedback and timely follow up.
• Continuously committed to provide excellent service and exceed guest’s expectations
• Excellent departmental and inter-departmental skills.  Co-ordinates all Front Office and related operations.
• Builds and maintains excellent working relationships with key departments including, Reservations, Housekeeping, Engineering, Food and Beverage, Culinary, Sales and Event services.
• Responsible for cash float, ensure proper management and integrity is practiced by all agents
• Ensure a safe work environment is maintained at all times and that all colleagues are committed to working safely.
• Participates and demonstrates leadership on Hotel Committees.
• Seeks feedback on guest satisfaction and responds to guest complaints, completes follow up to  Manager, pass-on, and resolves problems in accordance to our corporate values, mission and vision within a timely manner.
• All other duties assigned by Manager

Qualifications

• Minimum of two (3) years of leadership experience in a premium property
• Service  and Guest focused personality is essential and previous leadership experience required
• Prior experience working with Opera Cloud or a related system
• Proven ability to build and maintain good relationships with all stakeholders and serve with integrity 
• Must be able to communicate clearly and efficiently
• Must have organizational, leadership, conflict management skils
• Communicate thoughts, actions and opportunities clearly with strong networking skills
• Ability to lead by example, believe in a strong team culture and maintain positive and engaging work culture 

Additional Information

• You will enroll in the workplace pension scheme
• Private medical insurance as per Hotel offering
• Be part of creating the historic story of rehabilitating and releasing the rare Mountain Bongo that was heading toward extinction.
• Working with a hotel rich in history and known for exemplary services while growing your career
• Employee Benefits Card offering discounted rates in Accor Worldwide
• 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.