Resort Assistant Manager

Job Description

• Oversee the daily Operations of the Front Desk.
• Coach, lead, guide and direct the efforts of the team of Reception Agents.
• Provide support to Front Desk Manager in the daily operational duties.
• Consistently offer friendly, engaging and a service culture that contributes positively to the service provided within our brands.
• Adhere to the established financial guidelines and control all costs.
• Regularly review „Open Balance‟ report and ensure that guests in-house have sufficient deposit to cover for their estimated total charges upon departure.
• Verify and imprint credit cards for authorization/completion/sale using electronic acceptance methods.
• Overlook the operational house bank.
• Perform accurate, moderately complex arithmetic functions using acceptable electronic device; including corrections and adjustments in guest folio.
• Maintain an accurate filing system.
• Liaise with Front Desk Heartists on all outstanding bills and ensure full payment of departing guests.
• Ensure that the hotel credit policies are adhered to at all times.
• Perform daily “bucket check report” against guest folio ensuring that charges are accurately posted and support receipts are properly filed/attached.
• Ensure that team members and one’s cash report is balanced and closed at the end of the shift with remittance envelop dropped in the cash vault.
• Review all reservations, assign room blockings
• Constantly check reservations to ensure room availability and special blockings are handled correctly.
• Perform registration process by obtaining data from guest and by observing the established guidelines.
• Check all transactions performed by Front Desk Heartists during shift and countersign on designated space in the registration card signifying approval.
• Ensure that repeat guests are pre-registered, when necessary.
• Update and maintain guest history/profile of all guests.
• Overlook and drive ALL loyalty and guest recognition programs.
• Manage the submission of all local government requirements/information concerning hotel guests.
• Manage the strict control of room keys.
• Ensure that all rooms which are due to check-out are checked and the daily housekeeping discrepancy reports are resolved.
• Promotes and follows a safe work environment.
• Promotes and leads a service driven, results driven work environment.
• Follows departmental SOP‟s (Standard Operating Procedures) including all safety policies.
• If required, oversee the daily Operations of the Kids Club and Health Club.
• Promote all hotel services, offers and facilities and their operating hours.
• Lead guest recovery efforts across the resort, ensuring all guest concerns are acknowledged, resolved and followed up in accordance with Fairmont's Guest Recovery framework.
• Personally engage with VIPs, Handle with Care guests and guests requiring special attention.
• Act as Manager on Duty, representing Executive Management during assigned shifts.
• Coordinate hotel operations across Front Office, Housekeeping, Engineering, Security, Food & Beverage and Recreation.
• Lead emergency responses and critical incidents following hotel procedures.
• Respond to accidents and incidents.
• Ensure operational continuity during peak periods and major events.
• Drive compliance with Fairmont Brand Standards and LQA requirements.
• Conduct quality inspections throughout the resort.
• Monitor and manage ALICE Service Delivery and Recovery tickets.
• Ensure timely completion of guest requests.
• Review outstanding tickets and follow up with departments.
• Drive upselling opportunities.
• Minimize rebates and billing discrepancies.
• Monitor compensation and goodwill gestures.
• Other tasks 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.
• Degree or Diploma in Hospitality Management is an asset.
• Fluency in English, secondary language preferred
• Minimum of 1 year previous proven supervisory position or equivalent.
• Must have the ability to handle a multitude of tasks and Guest requests.
• Knowledge of Opera/Opera Cloud Property Management System an asset.
• Strong guest service orientation and training skills background required.
• Ability to work independently and prioritize responsibilities.
• Experience with a Hotel loyalty program an asset.
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint).

Additional Information