Assistant Front Office Manager

Job Description

Providing engaging, sincere, personalized service is one of the ways our Front Office Colleagues are turning moments into special memories for our guests at Fairmont Hotels & Resorts. Showcase your interpersonal strengths as Assistant Front Office Manager, where you will lead, train and recognize your team in support of exceptional guest service!

Reporting to the Director of Front Office, responsibilities and essential job functions include but are not limited to the following:

• Oversee and support the daily operations of the Front Office
• Consistently offer professional, friendly and engaging service
• Assist guests regarding hotel facilities in an informative and helpful way
• Supervise and motivate Front Office staff, ensuring they are well-trained, efficient, and provide exceptional guest experiences
• Pro-actively supports achievement of hotel metrics, including the Front Desk upsell program and enrolling members in the hotel loyalty program
• Assist in resolving guest complaints, issues, or requests in a timely and effective manner
• Maintain Fairmont service standards through audits and daily coaching
• Conduct performance evaluations and provide coaching to team members
• Assist in scheduling and managing staff shifts, ensuring adequate coverage during peak times.
• Communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation
• Provide training to new front desk staff members and ensure ongoing development of team members
• Keep up-to-date on industry trends, hotel systems, and service standards and make recommendations for improvements
• Ensure the public areas are presentable at all times
• Ensure compliance with hotel policies and procedures, including safety and security regulations.
• Other duties as assigned

Qualifications

• Passion for guest service
• Excellent written and verbal communication, interpersonal and leadership skills
• Highly organized, results-oriented with the ability to be flexible and work well under pressure
• Exceptional problem-solving abilities
• Bachelor’s degree in a relevant field or a combination of equivalent education and/or experience is required
• Fluency in English
• Minimum of 2-3 years of experience in a front desk or guest services role in a hotel, with at least 1 year in a supervisory capacity
• Must have the ability to handle a multitude of tasks and Guest requests
• Knowledge of Opera Cloud Property Management System an asset
• Should possess or seek certification in basic first aid
• Strong guest service orientation and training skills background required
• Ability to work independently and prioritize responsibilities
• Flexibility to work evenings, weekends, and holidays
• Experience with a Hotel loyalty program an asset
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint)

Additional Information

Salary Range: $86,900 to $104,200 USD Gross annually

Visa Requirements:
Must have proof of eligibility to work in the United States.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. Fairmont San Francisco is an Equal Employment Opportunity Employer EEOE M/F/V/D