Front Office Manager

Full-Time

Summary of Responsibilities:

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

• Consistently offers professional, engaging and friendly service
• Reporting to the Director of Front Office, the Front Office Manager will ensure the smooth and efficient operation of the Front Office function and all related services to achieve maximum sales and guest satisfaction while adhering to established company policies and procedures.
• Co-ordinates Front Desk, Guest Services and Royal Service departments while on duty to ensure the smooth operation and highest level of guest satisfaction.
• Seeks feedback on guest satisfaction and resolves problems in accordance with our Mission Statement and philosophy of employee empowerment.
• Is thoroughly knowledgeable of all policies, procedures and systems including Micros PMS relating to the Front Desk, Guest Services and Royal Service departments and emergency systems.
• Ensures that a high level of guest service is achieved at all times in the Front Desk, Guest Services, Concierge, and Royal Service departments and that complaints are handled efficiently.
• Monitors house count during the day via stay over analysis, cancellations, early departures, and no show and bed assignments in order to maximize revenue and occupancy.
• Harvests a cooperative team spirit amongst colleagues by listening, giving positive feedback, monitoring and ensuring follow up. 
• Coordinates training as required making sure all Front office Heartists adhere to the Brand standard
• Assists in creating and maintaining manuals relevant to safety procedures, hours of operation, promotions, guest service requirements etc.
• Carefully oversees a group arrival which includes: Pre-assigning rooms, pre-keying and ensuring availability of special requests, reviewing resumes and assigns Resume Reviews.
• Conducts monthly department meetings with the Front Desk and Guest Services colleagues.
• Ensures proper assignment of rooms of the VIP and ALL guests and the distribution of the VIP report to all departments.  As often as time permits, helps inspect the allocated rooms and escort VIP guests to their rooms.
• Handles guest requests for credit with the Finance Manager.
• Responsible for recruiting Front Office positions.
• Responsible for colleague performance reviews and progressive disciplinary action.
• Works closely with the Assistant Front Office Managers and ensures smooth shift transitions.
• Keeps accurate records of daily events in the designated log books.
• Designs, implements, and follows up on colleague incentive programs.
• Ensures key inventory control.
• Assisting with IT functions, including but not limited to: configuration of PC’s, server/system updates, basic networking, troubleshooting, etc.
• Encourages colleague participation in special events.
• Other duties as assigned by the Director of Front Office.

Qualifications:

• Two years in an Assistant Front Office Manager role preferred
• Previous experience in hotel operating systems is an asset
• Must have excellent computer and troubleshooting skills
• Excellent organizational skills
• Good communication skills - oral and written
• Excellent interpersonal skills
• Displays a team philosophy and leads by example
• Excellent problem solving skills
• Ability to remain calm under pressure
• Great attention to detail

Physical Aspects of Position (include but are not limited to):

• Frequent standing and walking throughout shift
• Occasional kneeling, pushing, pulling, lifting
• Occasional ascending or descending ladders, stairs and ramps
• Shift work on rotation including weekends and holidays

Visa Requirements: Must have proof of valid U.S. work authorization.

APPLY TODAY: Whether you're launching your career or seeking meaningful employment, we invite you to visit www.fairmontcareers.com to learn more about Fairmont Hotels & Resorts and the extraordinary opportunities that exist!

ABOUT FAIRMONT HOTELS & RESORTS

At Fairmont Hotels & Resort we offer our guests the finest hospitality experience in each of our destinations. And we know that, to offer our guests the best, we first need to offer our employees the best. That's why you'll find exceptional work opportunities - throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific - as well as industry - leading training, career development, recognition and rewards. Fairmont Hotels & Resorts is a celebrated collection of hotels that includes landmark locations like London's The Savoy, New York's The Plaza, and Shanghai's Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment; we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. Our Sustainability Partnership program represents our ever-expanding commitment to being a responsible business and to following the principles of sustainability across our operations, the world over. A community and environmental leader, Fairmont is also regarded for its responsible tourism practices and award - winning Green Partnership program. An exciting future awaits!