Assistant Front Office Manager

Job Description

We invite you to join the world of hospitality at Sheraton Suites Calgary Eau Claire as our new Assistant Front Office Manager. The Assistant Front Office Manager is a key leader within the hotel’s front office team and an ambassador of its service culture. Working closely with the Front Office Manager, this role supports the seamless operation of the department while inspiring colleagues to deliver warm, intuitive, and personalized service.

As Assistant Front Office Manager, you will lead by example, anticipate guest needs, resolve concerns with confidence, and ensure every arrival, departure, and guest interaction reflects the hotel’s commitment to luxury, connection, and service excellence.

Key Responsibilities

Front Office Leadership & Operations

• Support the Front Office Manager in the day-to-day leadership and operation of the department.
• Serve as Manager on Duty, providing leadership and operational oversight across the hotel as required.
• Ensure front office standards, procedures, and brand expectations are consistently upheld.
• Monitor staffing levels, scheduling, and productivity to support operational and business needs.
• Maintain a visible leadership presence, supporting the team during peak periods and high-volume operations.
• Ensure accurate use of property management systems, cash handling, and front office procedures.

Guest Experience & Personalization

• Deliver and role-model warm, professional, and personalized service throughout the guest journey.
• Take ownership of guest concerns, resolving issues promptly and thoughtfully while ensuring appropriate follow-up.
• Anticipate guest needs and empower colleagues to create memorable and meaningful moments.
• Ensure guest preferences, special requests, and VIP requirements are communicated and followed through.
• Promote hotel amenities, services, and experiences to enhance each guest’s stay.

Team Leadership & Development

• Lead, coach, and develop Front Office colleagues to achieve service and operational excellence.
• Provide ongoing feedback, recognition, and performance coaching in partnership with the Front Office Manager.
• Support onboarding, training, and cross-training to build a confident and engaged team.
• Foster a positive, inclusive, and collaborative environment where colleagues feel valued and empowered.

Communication & Collaboration

• Partner closely with Housekeeping, Food & Beverage, Engineering, and other departments to ensure a seamless guest journey.
• Communicate operational priorities, guest needs, and service opportunities clearly and proactively.
• Maintain strong follow-up and accountability across all guest and operational matters.
• Uphold all hotel, departmental, brand, health & safety, and emergency response standards.

Qualifications

• Minimum 2 years of Front Office experience in a full-service or luxury hotel environment; previous supervisory or leadership experience preferred.
• Strong understanding of front office operations, guest services, and luxury hospitality standards.
• Proven ability to lead, coach, and motivate a diverse team in a fast-paced environment.
• Computer proficiency, including Microsoft Office; experience with Lightspeed or a similar property management system is an asset.
• Strong verbal and written communication skills in English; additional languages are an asset.
• Highly organized, detail-oriented, and able to prioritize effectively with a strong sense of urgency.
• Service-driven, composed, and confident when handling complex guest situations.
• First Aid, health & safety, or emergency response certification/experience is an asset.
• Embrace the company brand promise and luxury in your role and in all your interactions.
• Foster an inclusive environment where every individual feels valued and respected.
• Create an environment where colleagues are empowered, supported and recognized.

Physical Requirements

• Ability to work a flexible schedule, including mornings, evenings, weekends, holidays, and overnight shifts as required.
• Required to stay active for the full duration of scheduled shifts.
• Ability to lift, push, or pull objects up to 11 kg, including luggage or operational supplies.

Additional Information

Employee Benefits:
Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties and Marriott properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits. 

Our Values

Respect:
We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity. 

Belonging:
We celebrate our differences. We support each other and we always stand together.​

Integrity:
We build trust through mutual respect and being authentic.​

Empowerment:
We have authority to take initiative and anticipate moments that create unforgettable experiences. ​

Excellence:
We make genuine connections, and we cherish every opportunity to make the people around us feel special.​

Diversity & Inclusion

Fairmont is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.

Visa Requirements

Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.  

Accommodations

We encourage you to let us know if you require any accommodation through the application or recruitment process, and we will work with you to meet your needs. Persons who anticipate needing accommodations for any part of the application or interview process may contact, in confidence: [email protected]

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