Front Office Supervisor

About the role

The Overnight Front Office Supervisor role at Fairmont Grand Del Mar is responsible for leading the front office team, ensuring service standards are met, and managing the operation in the absence of senior leadership. Key responsibilities include:

• Offering professional, friendly, and engaging service
• Assisting guests according to Fairmont Hotels & Resorts Brand Standards
• Aiding the Director of Front Office in all aspects of the department
• Making decisions and managing the operation when senior leadership is unavailable
• Familiarizing oneself with policies and procedures related to Front Desk, Security, Reservations, Guest Services, and Food & Beverage
• Maintaining cleanliness and tidiness of the Front Office and surrounding areas
• Supporting the Front Desk, Guest Services, and Housekeeping teams in daily operational duties
• Providing inspiration and support to all hotel staff to achieve luxury levels of performance
• Communicating through pre-shift logs, emails, and departmental meetings
• Training Overnight Front Desk Colleagues and fulfilling training roles
• Driving rate and RevPAR through upselling room types
• Resolving guest complaints and concerns in a timely manner
• Assisting the Front Office and Accounting Teams in completing Daily Accounting, IT, and Audit work
• Generating and distributing management reports
• Assisting guests with comments, questions, or concerns during their stay
• Making recommendations for activities and restaurants
• Assisting with luggage and transportation inquiries
• Enrolling guests to Accor Live Limitless loyalty program and updating profiles when applicable
• Liaising with other Departments regarding special Guest requirements
• Being present at the Reception desk whenever possible
• Dealing promptly and effectively with any complaints
• Coordinating arrivals and departures, monitoring waiting times, and keeping guests informed
• Conducting a handover at the end of each shift with relieving staff
• Liaising with Guest Services for swift baggage dispatch and collection
• Following up on late cancellations and no-shows and charging when appropriate
• Coordinating room moves and ensuring seamless communication with relevant departments
• Checking potential room revenue for discrepancies and making necessary corrections
• Maintaining amicable and cooperative working relations with all other departments
• Maintaining sufficient supplies of all stationary items in storage
• Observing associate productivity and providing constructive feedback and coaching when necessary
• Determining and communicating necessary projects for operation or cleanliness
• Ensuring all appropriate paperwork is received from guests and colleagues for accounting
• Prioritizing the daily activities of the Front Desk Team
• Aiding in ensuring breaks are taken as scheduled
• Maintaining cleanliness, safety, and order in all Front Desk areas and reporting and addressing deficiencies as necessary
• Being familiar with the hotel's technology and communication platforms to ensure hotel operation and guest satisfaction
• Knowing Fairmont Grand Del Mar, all its facilities, and services
• Following all safety and sanitation policies

Requirements

• Two years of hotel Front Office experience plus one year of supervisory experience preferred
• Ability to speak, read, write, and understand the primary language(s) used in the workplace
• High school or equivalent education required
• Bachelor's Degree preferred
• Basic computational ability
• Basic computer skills
• Supervision of subordinate staff, including assignment of duties, evaluation of service, and taking disciplinary action when necessary
• Solving problems and making rational decisions
• Knowledge of Resort operations, services, and facilities
• Working knowledge of federal, state, and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations

Physical Demands

• Most work tasks are performed indoors
• Position requires walking and giving direction most of the working day; must be able to stand and exert well-paced mobility for up to 4 hours in length
• Must be able to exert well-paced ability to reach different outlets and other departments of the Resort on a timely basis
• Must be able to exert well-paced ability in limited space
• Must be able to bend, stoop, squat, and stretch to fulfill cleaning tasks
• Must be able to lift up to 15 lbs. on a regular and continuing basis
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, and hearing ability and visual acuity
• Talking and hearing occur continuously in the process of communicating with guests, supervisors, and subordinates
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception
• Requires manual dexterity to use and operate all necessary equipment

Benefits

• Employee benefit card offering discounted rates in Accor worldwide for you and your family
• Learning programs through our Academies designed to sharpen your skills
• Opportunities to make a difference through Corporate Social Responsibility activities
• Career development opportunities with national and international promotion possibilities
• Rate of Pay: $25.50/hour USD

Pay

$25.50/hour USD

Schedule

This position operates on a 4-day, 10-hour workweek. The regular schedule includes two daytime shifts and two overnight shifts each week.

Employees assigned to overnight shifts are eligible for an overnight shift differential, providing additional hourly compensation for all qualifying overnight hours worked.