Front Office Manager

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

• Consistently offer professional, friendly and engaging service
• Lead and manage all aspects of the Front Office department and ensure all service standards are followed
• Maximize rooms revenue through participating in yield management meetings and implementing supporting agreed upon Revenue Management strategies and practices
• Handle guest concerns and react quickly, logging and notifying proper areas
• Conduct regularly scheduled departmental meeting
• Manage the departmental budget
• 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 
• Other duties as assigned
• Arrive at workplace on time in full uniform prepared with tools and all equipment needed for service. 
• 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 Front Desk Agents, the following shift supervisor, Assistant 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. 
• 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. 
• When observing the associates, ensure efficient guest registration, check out, and telephone service.  Ensure that their duties are completed in accordance with established policies, procedures, and standards.
• Handle any guest challenges that may arise. 
• 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 15-5 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. 
• Participate in ongoing training of associates for continued performance improvement.  Recognize outstanding performance by service personnel and handle discipline as per standard operating procedures.
• 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. 
• Cash checks and 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.
• Any other duties as assigned by the Director of Front Office.
• When necessary, actively contribute to the successful operation of the resort by labeling, handling, and/or storing guest luggage or delivering guest items on request.
• Support bellman, doorman, valet, and concierge desk as needed.

Qualifications

• Previous leadership experience required
• Previous Property Management System experience required
• Computer literate in Microsoft Window applications required
• University/College degree in a related discipline preferred
• Must possess a professional presentation
• Strong interpersonal and problem solving abilities
• 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

Physical Demands:

• Most work tasks are performed indoors.  Temperature generally is moderate and controlled by Resort environmental systems.
• Position requires walking and giving direction most of the working day; must be able to stand and exert well-paced mobility for up to 4 hours in length.  Length of time of these tasks may vary from day to day and task to task.
• Must be able to exert well-paced ability to reach different outlets and other departments of the Resort on a timely basis.
• Must be able to exert well-paced ability in limited space.
• Must be able to bend, stoop, squat and stretch to fulfill cleaning tasks.
• Must be able to lift up to 15 lbs. on a regular and continuing basis.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Requires manual dexterity to use and operate all necessary equipment.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed. 

Additional Information

Employee Benefits:
Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits. Add any other benefits relevant to your property.

Our Values

Respect:
We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity. 

Excellence:
We make genuine connections, and we cherish every opportunity to make the people around us feel special.​

Belonging:
We celebrate our differences. We support each other and we always stand together.​

Empowerment:
We have authority to take initiative and anticipate moments that create unforgettable experiences. ​

Integrity:
We build trust through mutual respect and being authentic.​

Diversity & Inclusion

Fairmont is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.