Overnight Manager

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

• Create a positive work environment for all overnight team members.
• 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.
• Manage Front Office with sharp business acumen, maximizing occupancy, revenue and average rate while minimizing guest relocations.
• Assist in forecasting, evaluate daily room revenue and labor vs business levels.
• Relay all pertinent information to the guest Service and Front Desk Agents, the following shift supervisor, Front Desk Manager, and all relevant areas in the rooms division.
• Supervise, coach, and mentor the Front Desk Agents ensuring the correct sequence of events for proper registration and checkout of guests. 
• Assign breaks and specific tasks relative to credit, missing addresses, printing registration cards, registering and keying guests, creating check-in packets, posting charges, and overall cleanliness and organization of the Front Desk.
• Ensure required reporting is accurately completed and sent out per compliance guidelines.
• Manage staffing levels as occupancy fluctuates.
• The number one priority is to be driving the standards while out on the floor with the Front Desk Agents and Bell Attendants. 
• Ensure efficient guest registration, check out, and telephone service. Ensure that all duties are completed in accordance with established policies, procedures, and standards.
• Handle any guest challenges that may arise and offer meaningful resolution. 
• 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
• 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. 
• Participate in ongoing training of colleagues for continued performance improvement. Recognize outstanding performance by service personnel and handle discipline as per standard operating procedures.
• Inspect colleagues’ uniforms and operational departmental areas for cleanliness and organization, correcting as necessary and communicate expectations of these areas to the staff.
• Manage successful coordination of overnight requests for maintenance and housekeeping, and offer appropriate follow-up.
• Ensure standards including LQA/Forbes 5 stars are adhered to by all overnight team members.
• Conduct audits and self-audits to ensure compliance of standards.
• Participate in the talent selection and recruitment for front office overnight colleagues.
• Lead the talent management initiatives and activities such as reviews, coaching, training, and disciplinary actions
• Conduct employee performance reviews.
• 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. 
• Exchange currency for guests. 
• Maintain a daily log of all guests’ opportunities with corrective action steps.
• Follow-up on any unresolved situations in a timely manner and pass on appropriate information to other Managers for handling.
• Handle fire panel activity
• Manage different emergency situations as they arise
• When necessary, actively contribute to the successful operation of the hotel by labeling, handling, and/or storing guest luggage or delivering guest items on request.
• Support bell, door, valet, Royal Service, and concierge desk as needed.
• Understand and practice the local and federal laws and regulations as they affect Fairmont Breakers.
• Prepare special reports, manage projects, and take on new initiatives as directed by management.
• Review and approve payroll timesheets
• Regular and predictable attendance
• Any other duties as assigned

Qualifications

• 2 Years of leadership experience in hotel Front Office required
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Ability to speak Spanish an asset
• High school or equivalent education required. Bachelor’s Degree preferred
• Previous experience managing emergency situations
• Requires good communication skills, both verbal and written
• Proficiency with systems, namely Microsoft Office and Opera Cloud
• Must possess basic computational ability.
• Must be able to handle delicate situations, prioritizing hotel and guest privacy.
• Ability to act decisively, independent of input to ensure compliance with all Fairmont policies and procedures
• Ability to lead and manage team members, including, but not limited to, assignment of duties, evaluating service and taking disciplinary action when necessary
• Ability to solve problems and make rational decisions.
• Knowledge of Hotel operations, its services, and facilities.
• First Aid CPR certification an asset

Additional Information

What is in it for you:

• Salary range: $75,000 - $84,000 USD gross per annum
• 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.