Assistant Front Office Manager
Join us at Accor, where life pulses with passion! As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo. By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart. You will join a caring environment and a team where you can be all you are, in a supportive place to grow, fulfill yourself, discover other professions, and pursue career opportunities in your hotel or anywhere in the world. You will enjoy exclusive benefits specific to the sector and beyond, as well as strong recognition for your daily commitment. Everything you do with us will offer a deep sense of meaning, creating lasting, memorable, and impactful experiences for your customers, colleagues, and the planet.
About the role
Providing engaging, sincere, personalized service is one of the ways our Front Office Colleagues are turning moments into special memories for our guests at Fairmont Hotels & Resorts. Showcase your interpersonal strengths as Assistant Front Office Manager, where you will lead, train, and recognize your team in support of exceptional guest service! Reporting to the Director of Front Office, responsibilities include:
- Oversee and support the daily operations of the Front Office
- Consistently offer professional, friendly, and engaging service
- Assist guests regarding hotel facilities in an informative and helpful way
- Supervise and motivate Front Office staff, ensuring they are well-trained, efficient, and provide exceptional guest experiences
- Proactively support achievement of hotel metrics, including the Front Desk upsell program and enrolling members in the hotel loyalty program
- Assist in resolving guest complaints, issues, or requests in a timely and effective manner
- Maintain Fairmont service standards through audits and daily coaching
- Conduct performance evaluations and provide coaching to team members
- Assist in scheduling and managing staff shifts, ensuring adequate coverage during peak times
- Communicate through pre-shift logs, emails, and departmental meetings all pertinent information for the respective shift and areas of operation
- Provide training to new front desk staff members and ensure ongoing development of team members
- Keep up-to-date on industry trends, hotel systems, and service standards and make recommendations for improvements
- Ensure the public areas are presentable at all times
- Ensure compliance with hotel policies and procedures, including safety and security regulations
- Other duties as assigned
Requirements
- 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
- Exceptional problem-solving abilities
- Bachelor’s degree in a relevant field or a combination of equivalent education and/or experience is required
- Fluency in English
- Minimum of 2-3 years of experience in a front desk or guest services role in a hotel, with at least 1 year in a supervisory capacity
- Ability to handle a multitude of tasks and guest requests
- Knowledge of Opera Cloud Property Management System an asset
- Should possess or seek certification in basic first aid
- Strong guest service orientation and training skills background required
- Ability to work independently and prioritize responsibilities
- Flexibility to work evenings, weekends, and holidays
- Experience with a hotel loyalty program an asset
- Computer proficiency in a Windows environment (Word, Excel, PowerPoint)
Pay
Salary Range: $86,900 to $104,200 USD gross annually
Must have proof of eligibility to work in the United States.