Front Office Manager
Front Office Manager
Posted on :
22-11-2024
Employer Active
1 Vacancy
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Job Description
Our Brand Mission is turning moments into memories for our guests at Fairmont Hotels & Resorts. As Front Office Manager PreArrival and Royal Service operations while fostering a culture of excellence. Reporting to the Director of Rooms the Front Office Manager is responsible to ensure smooth and efficient daytoday operations while delivering exceptional guest service.
What you will be doing:
- Handle guest concerns and react quickly logging and notifying proper areas
- Manage the departmental budget
- Balance operational administrative and Colleague needs
- Review current days expected arrivals and check all VIP and special request reservations to ensure that they are preregistered blocked properly and other departments are notified of room assignment.
- Review the room availability and check status of departures on a daily basis.
- Lead coach train and mentor the Front Desk Royal Service and PreArrival teams ensuring the correct sequence of events for proper registration and checkout of guests.
- Manage staffing levels as occupancy fluctuates and assign breaks and tasks
- Drive the standards throughout the department maintain consistency and conduct audits for successful quality program results (LQA/FHR/Chase).
- Ensure efficient guest registration check out and telephone service. Ensure that their duties are completed in accordance with established policies procedures and standards.
- Resolve guest and employee concerns expeditiously in a manner.
- Attend preconference meetings review all group resumes and handle group requests for front office.
- Handle emergency procedures emergency panel and communication to guests during crisis situations.
- Ensure efficient Talent Selection process within the department by leading recruitment efforts and talent management of team members
- Champion employee engagement initiatives
- Ensure monthly forecast for Front office is accurate and on target.
- Execute labor standards and productivity in line with hotel target.
- Develop and implement trainings & SOPs to align with Accor and Fairmont Service Standards for all new and existing colleagues to positively improve results in Guest Satisfaction (RPS) Compliance with Brand Standards (LQA/SAQ) Employee Engagement (EES) and Guest Loyalty (ALL).
- Champion the Loyalty program initiatives and enrollments in line with hotel target
- Participate in ongoing training of associates for continued performance improvement.
- Maintain a daily log of all guests opportunities with corrective action steps.
- Perform duties of front desk PreArrival and royal service as required
- Oversee all Night Audit and SAQ standards for the hotel
- Other duties as assigned
Qualifications :
Your experience and skills include:
- Minimum 2 years previous management experience in Front Office operations.
- Knowledge of computerized Front Office systems required with emphasis in Property Manager
- Proficiency in Word and Excel. Excellent written and verbal communication skills required
- University degree or College diploma in Hotel Management preferred
- Superior leadership and coaching skills with a proven track record of developing and motivating careerminded professionals.
- Able to balance a variety of conflicting priorities while considering all aspects of the job including Financial Operational and Talent & Culture
- Ability to work independently and prioritize responsibilities and handle a multitude of tasks colleagues and guest requests
- Highly organized resultsoriented with the ability to be flexible and work well under pressure
- Ability to work cohesively as part of a team
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
Key Skills
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