Assistant Front Office Manager

Company Description

Fairmont Breakers is a beloved feature of the Long Beach skyline, a historic landmark with a character and soul of its own. Originally opened in the roaring twenties as a lavish hotel on the waterfront, Breakers was a sought-after destination for world-famous stars. Following an extensive renovation, Fairmont Breakers returns as Long Beach’s only luxury hotel, restoring one of California’s most storied properties to its original grandeur. It offers 185 boutique rooms and suites; a rooftop pool and terrace; an open-air rooftop lounge with views of the Pacific; a blissful two-story spa, wellness and fitness center; dining venues and bars including a live jazz club; and 10,000 square feet of indoor and outdoor function space. Whether exploring the comforts of elevated coastal Italian cuisine in Nettuno or dining among the stars with champagne and caviar in Sky Room, Fairmont Breakers aims to delight all of your senses with artful surroundings and innovative offerings from our culinary team.

Job Description

Responsibilities:

Responsibilities and essential job functions include but are not limited to the following:

• Consistently offer professional, friendly and engaging service
• Lead daily operations in Front Office and ensure all service standards are followed for Front Desk and Bell, while supporting Valet, Concierge, and Royal Service/Reservations as needed.
• Handle guest concerns and react quickly, logging and notifying proper areas
• Assist with the monthly departmental meetings
• Balance operational, administrative and Colleague needs
• Assist guests regarding hotel facilities in an informative and helpful way
• Follow department policies, procedures and service standards
• Follow all safety policies
• 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.
• Relay all pertinent information to the team on a daily and per shift basis.
• Lead, coach, train, and mentor the Front Desk and Bell team ensuring the correct sequence of events for proper registration and checkout of guests.
• Assign breaks and specific tasks.
• Manage staffing levels as occupancy fluctuates.
• Drive the standards throughout the department, maintain consistency, and conduct audits for successful quality program results (LQA/Forbes/Amex).
• When observing the front office colleagues, ensure efficient guest registration, check out, and telephone service. Ensure that their duties are completed in accordance with established policies, procedures, and standards.
• 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; assure that all guests are acknowledged while in the lobby either verbally or visually (adhering to the 10-5 rule). 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.
• Attend pre-conference meetings, review all group resumes, and handle group requests for front office.
• Handle and manage emergency procedures, emergency panel, and communication to guests during crisis situations.
• Ensure efficient Talent Selection process within the department by leading recruitment efforts.
• Lead the talent management initiatives of team members, including coaching, counseling, training, disciplinary action, and termination.
• Participate in the performance review of employees.
• Review labor standards and assist in creating schedules in the labor management system.
• Review and approve payroll, and comment on employee timecard edits
• Champion employee engagement initiatives
• Assist in the development and implementation of trainings & SOP’s to align with Accor and Fairmont Service Standards for all new and existing colleagues to positively improve results in Guest Satisfaction (VOG), Compliance with Brand Standards (LQA/Forbes), Employee Engagement (EES) and Guest Loyalty (ALL).
• Promote the Loyalty program initiatives and enrollments in line with hotel target
• Inspect associates’ uniforms and operational departmental areas for cleanliness and organization, correcting as necessary and communicate expectations of these areas to the staff.
• 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.
• Maintain a daily log of all guests’ opportunities with corrective action steps.
• Perform duties of front desk, bell, and royal service as required
• Oversee inventory levels pertaining to supplies
• Be able to participate proficiently in functions outside one’s department when called upon.
• Ensure a safe working environment is maintained at all times and that all colleagues are committed to working safely.
• Regular and predictable attendance
• Operations may require coverage on different periods of the day including morning, evening, overnight, weekends, and holidays.
• Other duties as assigned

Qualifications

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 2+ Years of previous supervisory experience required, preferably in luxury setting
• Previous Opera Cloud Property Management System experience preferred
• Previous experience in handling emergency protocols required
• Computer literate in Microsoft Office applications required
• University/College degree in a related discipline preferred
• Must possess a professional presentation
• Strong interpersonal and problem-solving abilities
• Results oriented with the ability to adapt to the challenges of a continually evolving workforce, while remaining flexible and working under pressure
• Highly responsible & reliable
• Ability to work well under pressure in a fast-paced environment
• Ability to work cohesively as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Previously demonstrated leadership skills supporting an environment of colleague growth and development, interdepartmental teamwork and exceptional customer service
• Ability to contribute to making gains towards targeted GSI, GOP, and EEI results
• Must be a creative and effective leader and team player, possessing a high degree of professionalism, energy, and determination
• Ability to analyze data and trends and create strategies for improvement

Additional Information

What is in it for you:

• Rate of pay: $74,000 - $79,000 per year
• 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.