Director of Front Office

Job Description

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 Hotels & Resorts. Showcase your leadership and interpersonal strengths as Director of Front Office, where you will lead our team of service ambassadors, maximize Front Office operations and ensure exceptional guest service.
 

What you will be doing:

• Consistently offer professional, friendly and engaging service 
• Lead and manage all aspects of the Front Office department including Front Desk, Guest services and Royal Service and ensure all service standards are followed
• Develop a team of leaders who can effectively act as Managers on Duty for the hotel 
• Ensure the achievement of divisional financial objectives through strong labor management, control of operating expenses, and promotion of an upsell program
• Drive engagement of our loyalty members by overseeing ALL loyalty program
• Develop an engaged, enthusiastic and guest driven team through recruitment and the promotion and coaching of Performance Management practices that demonstrate consistency and fairness
• Champion and role model execution of service standards, department policies and procedures
• Assist in the budgeting and forecasting of all Front Office operations
• Handle guest concerns and react quickly, logging and notifying proper areas 
• Ensures regular and effective communication takes place with all Front Office colleagues and leaders through individual and departmental communication meetings as well as daily interaction with all departments
• Balance operational, administrative and Colleague needs 
• Ensure the safety and wellbeing of our Guests and Colleagues by, adherence to the crisis management plans for the department, in addition to updating and training colleagues through drill exercises
• Other duties as assigned 
• Salary Range: $111,900 to 134,300 USD Gross Annually

Qualifications

Your experience and skills include:

• Minimum 4 years Front Office leadership experience or equivalent management position required.
• Previous Director of Front Office experience preferred
• Proficiency in Opera Cloud required
• Computer literate in Microsoft Window applications required
• University/College degree in a related discipline preferred
• Must possess a professional presentation
• Dynamic, enthusiastic, flexible and creative leader who thrives under pressure and can perform multiple functions in a fast-paced, changing environment
• Highly organized and results oriented
• Proven leadership skills which support an environment of colleague growth and development, interdepartmental teamwork and exceptional customer service
• Excellent interpersonal and communication skills, both written and verbal
• Strong team player with proven leadership, development, delegating and planning skills
• Ability to work cohesively as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times