Duty Manager at Fairmont Hotels & Resorts

What is in it for you:

• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies and the opportunity to earn qualifications while you work
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference in the local community through our Corporate Social Responsibility activities, like Planet 21 

What you will be doing:

Reporting to the Front Office Manager, responsibilities and essential job functions include but are not limited to the following: 

• Conduct daily briefings and ensure that all pertinent information is well received by team members.
• Manage and supervise all tasks of his/her staff to ensure that highest quality service is delivered and department standards are met.
• Review, analyze and suggest improvement of work flow and standards at the Front Desk.
• Analyze rate variance report to ensure rooms revenue control, approve discounts and rebates.
• Communicate with Front Office Manager on all matters regarding guest services & hotel operations.
• Ensure documentation of all guest related issues using the logbook.
• Supervise shift handover procedures.
• Coordinate and communicate with other hotel departments as required regarding general administration and operations issues.
• Provide management presence at all times by assisting with the handling of guests’ needs and complaints tactfully and efficiently.
• Assist Guest Relations in greeting, rooming, and sending off guests.
• Inspect front of house and back of house regularly for cleanliness and orderliness.
• Ensure that front line staff complies with marketing techniques and maximizes sales.
• Check billing instructions, monitor guest credit and act upon any discrepancies.
• Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates.
• Ensure driveways are manned at all times and run efficiently.
• Ensure the Safety, Security and Loss Control policies and procedures are compiled with at the lobby and driveway.
• Require to make objective decisions and handle any complaints and emergencies in a level-headed manner.
• Conduct Night Audit Process for hotel.
• Provide department orientation and training of the hotel service standards, procedures and programs.
• Constantly monitor team members’ appearance, attitude and degree of professionalism.
• Motivate and provides a work environment which brings out the best in team members.
• Maintain complete knowledge of all food & beverage services, outlets and hotel services/features; and ensure team members are constantly updated on these.
• Be fully familiar of the Emergency Procedures, Policies and Standard Operating Procedures as established by the Hotel.
• Attend all briefings, meetings and trainings as assigned by management

Your experience and skills include:

• Previous leadership experience required
• Previous PMS experience required
• Computer literate in Microsoft Window applications an asset
• University/College degree in a related discipline an asset
• Must possess a professional presentation 
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast paced environment
• Ability to work cohesively with fellow colleagues as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times