What are the responsibilities and job description for the Assistant Front Office Manager position at FAIRMONT?
Job Description
- Responsible for the day-to-day operations of the Front Desk, Concierge, Bell Staff and Royal Service departments with a primary focus on the overall operation of the Front Desk.
- Manager on Duty serving as a resource and support to all departments in the absence of a Department Head and Executive Committee Members.
- Leads and coaches the Front Office team towards achieving the highest levels of guest service through consistent delivery of Service standards, and opportunities to create memorable experiences.
- Leads the Front Office team towards achieving the highest levels of exceptional guest service and colleague satisfaction results, through the application of all Corporate and property standards and policies.
- Review arrival reports and VIP reports to ensure all special requirements are met or exceeded.
- Strong focus on development and implementation of departmental goals and projects in the areas of occupancy and yield management, guest service and standards, health and safety, and employee engagement.
- Actively seeks feedback from colleagues and guests and follows up by taking appropriate action.
- Ensure effective utilization and productivity of all employees in the Front Office, including involvement in forecasting, payroll, scheduling and adhering to budget parameters.
- Schedule the colleagues within budgeted guidelines and provides best coverage for service demands. In periods of low occupancy, control distribution of rooms to maximize Housekeeping efficiency.
- Developing an enthusiastic and guest driven Front Desk team through recruitment, performance appraisals, recognition, incentive programs, communication meetings, and additional career development.
- Builds a cooperative team spirit by demonstrating best practices, including listening, providing positive and constructive feedback and timely follow up.
- Continuously Committed to provide excellent service and exceed guests expectations
- Excellent departmental and inter-departmental skills. Co-ordinates all Front Office and related operations. Builds and maintains excellent working relationships with key departments including, Reservations, Housekeeping, Engineering, Restaurants, Sales, and Conference Services.
- Responsible for cash float.
- Ensure a safe work environment is maintained at all times and that all colleagues are committed to working safely.
- Participates and demonstrates leadership on Hotel Committees.
- Seeks feedback on guest satisfaction and responds to guest complaints, completes follow up on the Manager on Duty Pass-on, and resolves problems in accordance to our corporate values, mission and vision within a timely manner.
- All other duties assigned by the Director of Front Office.
Qualifications
Your experience and skills include :
Additional Information
Our commitment to Diversity & Inclusion :
