Assistant Front Office Manager

As Assistant Front Office Manager you will provide engaging, sincere, personalized service is one of the ways our Front Office Colleagues are turning moments into special memories at Fairmont Hotels & Resorts.  

What you will be doing:   

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

• Consistently offering professional, friendly and engaging service 
• Providing day to day operational and managerial support for Front Desk, Concierge & Butler, Guest Services, Royal Service, Tours department, and ensure all service standards are followed 
• Assisting the Front Office Manager and Director of Front Office in all aspects of the department  
• Ensuring proper staffing and scheduling of all Front Office colleagues in accordance to productivity guidelines 
• Communicating through pre-shift logs, emails and departmental meetings, all pertinent information for the respective shifts and areas of operation 
• Training, inspiring, developing, and recognizing Front Office division colleagues including Front Office and Tours, and Royal Service in the absence of Royal Service Manager and Supervisor   
• Reviewing arrivals, and ensuring that special requests are met, so that service is anticipatory  
• Ensuring accurate billing is completed upon guest departure 
• Acting as a liaison for all departments within the hotel 
• Following all safety policies, including emergency procedures and vehicle policies 
• Supporting Company and Hotel policies and procedures including  promoting and participation in Employee Engagement Survey (EES), Fairmont Standards which include LQA, Health and Safety, and Voice of the Guest (VOG) initiatives 
• Taking ownership of performance management including one on one coach & counsel sessions, maintaining performance logs and conducting performance reviews 
• Establishing initial department training as well as ongoing training on new systems, programs and processes in the department 
• Ensuring service standards are met with respects to guest satisfaction in Voice of the Guest by ensuring that all guest issues/complaints receive prompt action and follow up  
• Ensuring all necessary crisis and emergency procedures are in place to meet hotel standards and that all agents are fully trained to handle emergency procedures  
• Handling Guest concerns and reacting promptly, logging, notifying proper areas and ensuring the utmost satisfaction in resolutions 
• Assist in growing Accor Live Limitless memberships, by consistently enrolling new members, and encouraging colleagues to do so 
• Balancing operational, administrative and Colleague needs 
• Embrace the Fairmont brand promise and luxury in your role and in all your interactions.  
• Other duties as assigned