- Create a positive work environment for all overnight team members.
- Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment.
- Review the room availability and check status of departures on a daily basis.
- Manage Front Office with sharp business acumen, maximizing occupancy, revenue and average rate while minimizing guest relocations.
- Assist in forecasting, evaluate daily room revenue and labor vs business levels.
- Relay all pertinent information to the guest Service and Front Desk Agents, the following shift supervisor, Front Desk Manager, and all relevant areas in the rooms division.
- Supervise, coach, and mentor the Front Desk Agents ensuring the correct sequence of events for proper registration and checkout of guests.
- Assign breaks and specific tasks relative to credit, missing addresses, printing registration cards, registering and keying guests, creating check-in packets, posting charges, and overall cleanliness and organization of the Front Desk.
- Ensure required reporting is accurately completed and sent out per compliance guidelines.
- Manage staffing levels as occupancy fluctuates.
- The number one priority is to be driving the standards while out on the floor with the Front Desk Agents and Bell Attendants.
- Ensure efficient guest registration, check out, and telephone service. Ensure that all duties are completed in accordance with established policies, procedures, and standards.
- Handle any guest challenges that may arise and offer meaningful resolution.
- Resolve any guest opportunity to ensure complete guest satisfaction. Then use opportunity as a training tool for the Front Desk Agents so the problem does not arise again.
- Create a welcoming environment for all guests and patrons
- Accept requests from guests regarding luggage handling and storage, delivery of items. Maintain all logbooks, keeping them accurate, updated and in good order.
- Resolve guest and employee concerns expeditiously in a manner, which is beneficial to all involved.
- Conduct daily pre-shift meetings.
- Participate in ongoing training of colleagues for continued performance improvement. Recognize outstanding performance by service personnel and handle discipline as per standard operating procedures.
- Inspect colleagues’ uniforms and operational departmental areas for cleanliness and organization, correcting as necessary and communicate expectations of these areas to the staff.
- Manage successful coordination of overnight requests for maintenance and housekeeping, and offer appropriate follow-up.
- Ensure standards including LQA/Forbes 5 stars are adhered to by all overnight team members.
- Conduct audits and self-audits to ensure compliance of standards.
- Participate in the talent selection and recruitment for front office overnight colleagues.
- Lead the talent management initiatives and activities such as reviews, coaching, training, and disciplinary actions
- Conduct employee performance reviews.
- Accept payment for guests’ accounts both at the time of registration and at checkout.
- Maintain a house bank and make a deposit and accurate report of receipts daily.
- Exchange currency for guests.
- Maintain a daily log of all guests’ opportunities with corrective action steps.
- Follow-up on any unresolved situations in a timely manner and pass on appropriate information to other Managers for handling.
- Handle fire panel activity
- Manage different emergency situations as they arise
- When necessary, actively contribute to the successful operation of the hotel by labeling, handling, and/or storing guest luggage or delivering guest items on request.
- Support bell, door, valet, Royal Service, and concierge desk as needed.
- Understand and practice the local and federal laws and regulations as they affect Fairmont Breakers.
- Prepare special reports, manage projects, and take on new initiatives as directed by management.
- Review and approve payroll timesheets
- Regular and predictable attendance
- Any other duties as assigned
- 2 Years of leadership experience in hotel Front Office required
- Must be able to speak, read, write and understand the primary language(s) used in the workplace.
- Ability to speak Spanish an asset
- High school or equivalent education required. Bachelor’s Degree preferred
- Previous experience managing emergency situations
- Requires good communication skills, both verbal and written
- Proficiency with systems, namely Microsoft Office and Opera Cloud
- Must possess basic computational ability.
- Must be able to handle delicate situations, prioritizing hotel and guest privacy.
- Ability to act decisively, independent of input to ensure compliance with all Fairmont policies and procedures
- Ability to lead and manage team members, including, but not limited to, assignment of duties, evaluating service and taking disciplinary action when necessary
- Ability to solve problems and make rational decisions.
- Knowledge of Hotel operations, its services, and facilities.
- First Aid CPR certification an asset
What is in it for you:
- Salary range: $74,000 - $84,000 USD gross per annum
- Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globe.
- We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential.
- Opportunity to develop your talent and grow within your property and across the world!
- Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21 and WATCH
Accor is proud to be an Equal Opportunity Employer EOE/M/F/V/D.
We provide an environment of trust, respect, and integrity. A home away from home. Where diversity and inclusion are celebrated. Privacy and personal information are protected. Through Accor’s Employee Value Proposition, we ensure fair treatment and a workplace free from discrimination & harassment.
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. We commit to a future where diverse identities are celebrated, and equitable and inclusive practices are woven into the fabric of everything we do as an organization.