Front Office Director
Front Office Director
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Director of Front Office
Providing engaging sincere personalized service is one of the ways our Front Office Colleagues and Leaders are turning moments into special memories for our guests at Fairmont Century Plaza! As Director Front Office you will lead our team of service ambassadors maximize Front Office operations and ensure exceptional guest service.
What you will be doing:
- Ensure the smooth and efficient operation of all Front Office functions and related services to achieve maximum sales and guest satisfaction while adhering to established company policies and procedures.
- Responsible for the Front Desk Guest Services and Royal Service/Reservations departments to ensure the smooth efficient operation and highest level of guest satisfaction
- Helps to overlook the Fairmont Gold department
- Seeks feedback on guest satisfaction and resolves problems in accordance with our Mission Statement and philosophy of employee empowerment.
- Ensure that a high level of guest service is achieved at all times in all Front Office departments and that complaints are handled efficiently.
- Monitor house count during the day via stay over analysis cancellations early departures no show and bed assignments to maximize revenue and occupancy.
- Carefully oversee group arrivals which include: Preassigning rooms prekeying and ensuring availability of special requests reviewing resumes and assigns Resume Reviews.
- Ensure proper assignment of rooms of the VIP and Loyalty guests and the distribution of the VIP report to all departments.
- As often as time permits help inspect the allocated rooms and escort VIP guests to their rooms.
- Proper management of the expenses within the Front Office Division
- Handle guest requests for credit with Night Manager and Accounting
- Work closely with the Front Office Managers and ensures smooth shift transitions.
- Keeps accurate records of daily events in the designated log books.
- Ensure key inventory control.
- Assist in creating and maintaining manuals relevant to safety procedures hours of operation promotions guest service requirements etc.
- Knowledgeable of all policies procedures and systems including Micros PMS relating to all Front Office Departments
- Promote a cooperative team spirit amongst colleagues by listening giving positive feedback monitoring and ensuring follow up.
- Responsible for recruiting Front Office positions.
- Responsible for colleague performance reviews and progressive disciplinary action.
- Design implement and follow up on colleague incentive programs.
- Conducts monthly department meetings with the Front Desk Guest Services and Royal Services colleagues.
- Facilitate and manage colleague training as necessary
- Contribute to a fun positive work environment for the Front Office Team and other colleagues
- Encourages colleague participation in special events.
- Assist with IT functions including but not limited to: configuration of PCs server/system updates basic networking troubleshooting etc.
- Consistently offers professional engaging and friendly service
- Other duties as assigned
Qualifications :
Your Skills and Qualifications Include:
- Minimum of 4 years Front Office Management experience required
- University/College degree or an equivalent combination of education and workrelated experience preferred
- Previous 5star luxury experience an asset
- Union experience an asset
- Experience working with OPERA PMS advantageous
- Must have excellent computer and troubleshooting skills
- Excellent organizational skills
- Outstanding 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
- Strong attention to detail
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
