Job Description
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 of 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 of 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 Office 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 Office 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
- 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.
All your information will be kept confidential according to EEO guidelines.