Overnight Front Office Manager

Company Description

Why work for Fairmont?

At Fairmont, our passion is to connect our guests to the very best of our destinations. From the beaches of Hawaii to the deserts of the United Arab Emirates to the heart of London, our hotels offer guests extraordinary places, created by combining unique architecture, expressive decor and artistry, and magnificent features. Add engaging service, and the result is an unforgettable guest experience.

Job Description

If you enjoy a job where every day is different, then Overnight Front Office Manager is the role for you! As an Overnight Front Office Manager, you will lead the front office team by demonstrating exemplary guest service and follow through. You will be essential in creating an environment where the team is motivated and creative, ensuring guests have a pleasant experience throughout their stay.

What you will be doing:

• Consistently offer professional, friendly and engaging service
• You provide a warm welcome and assists guests according to Fairmont Hotels & Resorts Brand Standards
• You assist the Director of Front Office in all aspects of the department and ensure service standards are followed
• You are able to manage the operation and make decisions in the absence of senior leadership
• You are familiar with all policies and procedures relating to the Front Desk, Security, Reservations, Guest Services and Food & Beverage, providing hands-on support as needed
• You ensure that the entire Front Office and the surrounding areas including Lobby, Concierge, and Front Desk is continuously clean and tidy
• You provide managerial support for Front Desk and Guest Services in the daily operational duties for these areas in the absence of the department managers
• You ensure proper staffing and scheduling of all Front Office colleagues in accordance to productivity guidelines
• You are an inspiration to all hotel staff to achieve luxury levels of performance
• You are an ambassador of Fairmont Hotels & Resorts by providing an excellent first impression
• You communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation
• You are an integral part of the management team, attends all scheduled meetings and contributes actively with proper preparation
• You train Front Desk Colleagues and fulfill training role in the absence of the trainer
• You drive rate and RevPar through upselling room types
• You resolve guest complaints and concerns with a solution that is tailored to the guests and is solved in a timely manner
• You assist the Front Office and Accounting Teams in the completion of Daily Accounting, IT and Audit work
• You generate and distribute management reports
• You assist the guests with any comments, questions, or concerns during their stay
• You make recommendations for activities and restaurants
• You assist with luggage and transportations inquiries
• You enroll guests to Accor Live Limitless loyalty program and update profiles when applicable
• You liaise with other Departments in regards to special Guest requirements (i.e. Guest Services, Guest Experience, Housekeeping, In Room Dining, and Engineering)
• You are present at the Reception desk whenever possible
• You deal promptly and effectively with any complaints
• You coordinate arrivals and departures, monitor waiting times, always keep guests informed and ensure that they are as comfortable as possible
• You conduct a handover at the end of each shift with relieving staff, informing them of any special requirements or problems
• You liaise with Housekeeping as to which rooms do not need to be turned down if occupancy allows
• You liaise with Guest Services to ensure swift baggage dispatch and collection
• You follow up on late cancellations and no shows and charge when appropriate
• You check the next day’s arrivals correspondence, confirming car, restaurant and theatre bookings and ensure that all guest needs are dealt with satisfactorily.
• You coordinate with Rooms Controller on all room allocations, ensuring effective communication of these with Front Desk Agents
• You deal with room moves, and ensures seamless communication of these with the relevant departments
• You check potential room revenue for any discrepancies and do necessary corrections
• You balance the inventory (room types) for the next day
• You maintain amicable and co-operative working relations with all other departments
• You are responsible for identifying any training needs of Front Desk Team and creating action plans to develop the team’s skills
• You ensure enough supplies of all stationary items are in storage
• You organize wor