Assistant Director of Front Office

Full-Time

Providing engaging, sincere, personalized service is one of the ways our Front Office Colleagues are turning moments into memories for our guests at Fairmont Hotels & Resorts. Showcase your interpersonal strengths as Assistant Director, Front Office, where you will lead, train and recognize your team in support of exceptional guest service!

Compensation: $90,000 - $95,000 annual salary

Reporting to: Director, Front Office

Summary of Responsibilities: 

• Assist the Front Office in all aspects of the department and ensure service standards are followed
• Acting Director of Front Office in absence of DFO
• Manage the performance, productivity and development of all Front Office Leaders. 
• Provides Leadership support for Reception, Royal Service, Concierge, Guest Relations and Guest Services in the daily operational duties for these areas
• The ability to utilize interpersonal and communication skills to lead, influence, and encourage others
• Work with Leaders and employees to carry out procedures ensuring an efficient check in and check out process
• Consistently offer professional, friendly and engaging service
• Ensure proper staffing and scheduling of all Front Office colleagues in accordance to productivity guidelines
• Ensures guest and employee satisfaction and maximizes the financial performance of the department
• Handles complaints, settling disputes, and resolving conflicts
• Communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation
• Train supervisors and fulfill training role in the absence of the trainer
• Assist guests regarding hotel facilities in an informative and helpful way
• Follow department policies, procedures and service standards
• Follow all safety policies 
• Other duties as assigned

• Passion for guest service
• Excellent written and verbal communication, interpersonal and leadership skills
• Highly organized, results-oriented with the ability to be flexible and work well under pressure
• Degree or Diploma in Hospitality Management is an asset
• Fluency in English
• Must have the ability to handle a multitude of tasks and Guest requests
• Knowledge of Opera, Dayforce an asset
• Strong guest service orientation and training skills background required
• Ability to work independently and prioritize responsibilities
• Experience with a Hotel loyalty program an asset
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint)

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

• Frequent standing and walking throughout shift
• Occasional lifting and carrying up to 30lbs
• Occasional kneeling, pushing, pulling, lifting
• Occasional ascending or descending ladders, stairs and ramps

All your information will be kept confidential according to EEO guidelines.

Visa Requirements: Must be legally authorized to work in the United States.