Assistant Front Office Manager

Job Title

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

• Consistently offer professional, friendly and engaging service
• Ensure guest satisfaction levels and standards of quality of service in addition to actively developing and implementing new systems and standards
• Handle guests comments and complaints, ensuring guests needs are met or exceeded,
• Participate in interviewing and recruitment of Front Office Reception Agents
• Ensure efficient training and development of personnel by means of detailed systems and procedures in the Front Office (training manuals, fact sheets, internal coding systems, etc.)
• Oversee and participate in guest relations and directs arrangements for VIP and special attention reservations
• Give effective support to staff for the work, which has to be done and assists in all matters pertaining to the Front Office
• Organize, coordinate and supervise training, conduct regular training sessions and communications meetings
• Responsible for development and performance management of all Front Office colleagues
• Coordinate and communicate information pertinent to all other departments to ensure the highest level of guest service
• Knowledge in emergency procedures, general crisis situation procedures and keeping health and safety in the forefront
• Ensure that all controls are in place and are adhered to, ie. rates, market codes, etc.
• Reviewing and revising daily reports and ensuring they are in line with SAQ standards
• Responsible for coordinate with the Reservation Manager and the Guest Services Managers all preparations for incoming conventions, groups and tours as well as all pre-arrival including blocking of rooms, convention resumes, special requirements and departure activities
• Maintain and assist the Front Desk Manager on ongoing training and motivation programs
• Responsible for all details of employees administration, payroll forecasts, payroll administration on a daily, weekly and monthly basis
• Maintain and submit to the Front Desk Manager, approved staffing schedules on a weekly basis
• Must maintain a flexible schedule and be available to work overnight shifts when operational needs require, including occasional coverage of overnight operations.
• Responsible for personal cash float
• Ensure Fairmont policies and procedures are known, followed and enforced, promote the philosophy of empowerment within guidelines
• In all that we do create and be responsible for smart goals that help to achieve EOS, VOG, RevPAR, GOP yearly objectives
• All other duties assigned

Qualifications

• Minimum 2 years experience in a Hotel leadership role
• Computer literacy required: PROPERTY manager or another property management system, Excel, Word, Time and Attendance, Watson
• Dynamic, enthusiastic, creative leader who thrives under pressure and is able to perform multiple functions at the same time
• Excellent interpersonal and communication skills, both written and verbal
• Proven leadership skills which supports an environment of employee growth and development, interdepartmental teamwork and exceptional customer service
• A leader who will lead, teach, inspire our team to reach the next level of service
• Hospitality Diploma an asset.

Additional Information

All your information will be kept confidential according to EEO guidelines.