Careers at Fairmont Hotels & Resorts

Job Description

Front Desk Agent

• First impressions are everything! As a Reception Agent, you will take care of the guests from the moment they arrive through to their departure by ensuring they have a memorable experience with us.

What is in it for you:

• Employee benefit card offering discounted rates at 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:

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

• Register and room all guest arrivals according to established procedures
• Perform check in, check out and room change procedures and ensure all data are accurately entered into the hotel system
• Maintain cashier float and ensure accurate daily report of all money received
• Cash hotel guests’ personal and travelers checks and assist with currency exchange
• Keep abreast of all modifications to accounting policies and procedures
• Attend to guests’ request of using the service of safety box at all times
• Knowledgeable of all special promotion procedures for programs such as Seasonal Packages, Frequent Flyers Programs, and also Hotels Group Loyalty programs
• Attend to guest’s complaints, inquiries and requests, refer problems to supervisor/Assistant Manager if he/she unable to assist
• Is familiar with other Raffles properties so that guest indicating any next destination on the registration card can be “sold” an onward booking to another Raffles property
• Ensure that the guests depart the hotel with a positive impression of hotel service
• Perform the audit balances and prepare all reports for audit in an orderly fashion
• When on night shift, check night report, prepare morning report and prepare all necessary forms for guest arrivals
• Maintain comprehensive knowledge of standard reservation procedures
• Maintain exemplary department standards of behavior and appearance and attitude
• Ensure front desk work area is kept clean and in an orderly state at all times
• Is fully aware of the Credit policy
• Adhere to OH&S policies and procedures
• Perform related duties and special projects assigned

Qualifications

Your experience and skills include:

• Skilled in Front Office operations  with the ability to work in a multicultural and diverse environment
• Minimum 2 years’ relevant experience 
• Penchant for customer service and effectively manage guest complaints
• Ability to train and manage a dynamic team
• Excellent English communication skills; both verbal and written
• Knowledge of Micros or similar POS systems, Opera or similar PMS systems and Microsoft Software

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Job Description
Director of Operations

• Your leadership as Director of Operations will inspire your team to be brand ambassadors, provide leadership and strategic planning to all departments in support of our service culture, maximise operations and guest satisfaction. You will lead the Operations team to new heights through guiding, mentoring, planning and execution. Ensuring that the guest and brand expectations are consistently realized, that our employees full potential is recognized and that the hotel is providing meaningful ownership value. 

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 Cluster General Manager, responsibilities and essential job functions include but are not limited to the following: 

• Support the Cluster General Manager in the overall management and strategic direction of the hotel, assuming the responsibilities of the Cluster General Manager in their absence.
• Assist in the preparation of the annual Operations Plan and achieve the profit objectives therein.
• Ensure that monthly financial outlooks for Operating Departments including Housekeeping/Laundry, F&B Service, Culinary, and Health Club are accurate and are being achieved.
• Play a lead role in yield management for Rooms and Food & Beverage.
• Ensure the consistent implementation and delivery of the Fairmont Service Culture and   Standards.
• Handle all guest concerns and feedback to ensure effective follow up
• Assist in the preparation, presentation and subsequent achievement of the hotel's annual Operating Budget, and Capital Expenditure Budget.
• Ensure that monthly financial outlooks for Rooms and Food & Beverage are on time, on target and accurate.
• Ensure the smooth operation and co-ordination of the hotel through their respective leaders (Front Office, Housekeeping, Food & Beverage, Health Club and Culinary).
• Assist in staff planning and the maintenance of productivity levels
• Update and ensure timely awareness of the hotel’s Business Continuity, Emergency and Crisis Management Plans.
• Actively involved in the recruitment process of leadership positions within the operating departments.
• Function as key member of the Hotel Executive Committee and Leadership Team
• Ensure full compliance with Hotel operating controls.

Qualifications
Your experience and skills include:

• Minimum 5 years previous luxury / upscale hotel experience in a related field (minimum 2 years as DOO/ Hotel Manager).
• Flexible with the ability to sustain a high level of productivity and efficiency at all times.
• Display strong analytical, organizational, problem solving and administrative skills.
• Ability to adapt to change quickly and strong multi-tasking.
• Extensive Operations management experience in F&B and Rooms a strong asset with a proven record to coordinate multiple departments and to achieve goals.
• Clear working knowledge of budget planning & execution.
• Exceptional interpersonal and guest relations skills, who is hands on and is system knowledgeable.
• Proven team-leader with outstanding motivational skills and coaching ability.
• Ability to motivate developing leaders to act as entrepreneurs while implementing innovative, profit driven, guest satisfaction oriented solutions

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Job Description
Sales Executive -Leisure

• As a Sales Executive,  you'll be responsible for achieving hotel targets by optimizing revenues through an assigned account base, as well as prospecting new clients in assigned markets. Assigned markets may change according to hotel needs. The key measurement of performance will be performance versus the Revenue goals

What’s 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:

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

• Streams throughout both rooms and food & beverage, including the marketing plan of how the same will be achieved.
• Conduct regular thorough analysis of the market and more specifically the hotel competitor set ensuring the hotel is well positioned rate and yield management structure wise to achieve and maintain the budgeted Revenue Generated Index rating.
• Develop, implement and manage rates structures and strategies through market data review and demand analysis.
• Develop, implement and manage the process of developing sales leads and qualifying the same across all business units within the hotel, ensuring all key employees are familiar with and understand this process. 
• Establish materialization goals for key accounts and market segments for each team member and monitor and manage the same.
• Monitor and manage the departmental operating expenses in line with budget and forecast.
• Manage the co-ordination of all strategic MH&R Sales & Marketing activities in line with the Regional Sales & Marketing Office.
• In conjunction with Human Resources department conduct interviews with candidates for roles in the Sales & Marketing department and prepare job descriptions for the same. 
• Ensure all Standard Operating Procedures and Contracts for the Sales & Marketing department are written, reviewed and approved as and when necessary.
• Develop, review and manage departmental work schedules, ensuring adequate Sales & Marketing coverage and representation both in the hotel and the market, including scheduling sales calls, trips, site inspections and familiarisations.

Qualifications
Your experience and skills include:

• Bachelor Degree in Business, Marketing, Communications or equivalent
• Pervious Sales & Marketing previous leadership experience essentially required
• Proven ability to build and maintain good relationships with all guests and Clients.
• 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
• Excellent communication and negotiation skills.
• Strong interpersonal and problem solving abilities.