Assistant Front Office Manager at Fairmont Hotels & Resorts

Job Description
Assistant Front Office Manager

• Inspiring and engaging. As an Assistant Front Office Manager, you will be responsible for the day-to-day operations of the Front Desk, Guests Service and Royal Service departments with a primary focus on the overall operations of the Front Desk.

What is in it for you:

• Employee benefit 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, like Planet 21

What you will be doing:

• Responsible for the day to day operations of the Front Desk, Guest Services and Royal Service departments with a primary focus on the overall operation of the Front Desk.
• Manager on Duty serving as a resource and support to all departments in the absence of a Department Head and Executive Committee Members.
• Leads and coaches 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.
• Spend a minimum of 50 percent of daily time in the Lobby and public spaces conducting audits and inspections, monitoring, coaching and managing the Front Office Team to ensure exceptional guest service.
• Oversee group business, reviewing and ensuring details of convention resumes are met and serve as a liaison with the conference convenors.
• Review arrival reports and VIP reports to ensure all special requirements are met or exceeded.
• 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, payroll, scheduling and adhering to budget parameters
• Have an excellent working knowledge of the hotel/union collective agreement to effectively lead within our unionized environment.
• Developing an enthusiastic and guest driven Front Desk team through recruitment, performance appraisals, recognition and incentive programs, communication meetings, and additional career development.
•  Continuously Committed to provide excellent service and exceed guests expectations
• Excellent departmental and inter-departmental skills by building strong relationships with all departments within the hotel
• Member of the Emergency Response Team and knows all emergency procedures and general crisis situation management, including knowledge of the fire panel.
• To ensure Front Desk team adhere to cash activity and house bank agreement, responsible for float held and conducting all procedures as stipulated in the Rooms Accounting Standards.
• 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 on the Manager on Duty Pass-on, and resolves problems in accordance to our corporate values, mission and vision within a timely manner.
• All other duties assigned by Front Office Manager

Qualifications
Your experience and skills include:

• Service focused personality is essential and previous leadership experience required
• Prior experience working with Opera or a related system
• Proven ability to build and maintain good relationships with all stakeholders
• Communicate thoughts, actions and opportunities clearly with strong networking skills
• Ability to lead by example, believe in a strong team culture and set the scene for high performance