- Company Name
- Fairmont Hotels & Resorts
- Job Title
- Front Office Manager
- Job Description
-
**Job Title:** Front Office Manager
**Role Summary:**
Lead and oversee daily front desk, guest services, and Royal Service operations in a large hotel. Manage staff scheduling, performance, and training, ensuring exceptional guest experience and adherence to service standards. Coordinate with Housekeeping, Reservations, Sales/Conference, and F&B departments to deliver seamless operations, including groups and conventions. Act as manager on duty, resolve complaints, and support leadership toward a future Front Office Director role.
**Expectations:**
- Proven supervisory experience (≥2 years) in a mid‑size or large hotel.
- Ambitious, goal‑oriented, with a career trajectory toward Front Office Director.
- Highly organized, results‑driven, flexible with hours, days off, and additional duties.
- Strong leadership to motivate a large hourly team and maintain service excellence.
**Key Responsibilities:**
1. Supervise daily front office operations, including front desk, guest services, and Royal Service.
2. Schedule, coach, and evaluate hourly team members; conduct interviews and recruit new staff.
3. Serve as manager on duty, ensuring service standards, upselling, and efficient front‑office workflow.
4. Resolve guest complaints promptly; communicate issues to relevant departments.
5. Manage group and convention front‑office activities from pre‑to post‑convention, attending pre‑convention meetings.
6. Coordinate with Housekeeping, Reservations, Sales & Conference Services, and F&B for smooth guest arrivals, departures, and requests.
7. Liaise with VIP guests and special event parties (e.g., State Visits) to ensure accommodation and service needs are met.
8. Maintain knowledge of emergency and crisis procedures; ensure compliance with safety protocols.
9. Attend all required hotel meetings and contribute to continuous improvement initiatives.
10. Perform any other duties assigned by senior management.
**Required Skills:**
- Leadership and team management in a hospitality environment.
- Exceptional customer service and conflict‑resolution abilities.
- Proficiency with Micros Fidelio Opera and Microsoft Office Suite.
- Strong communication, multitasking, and organizational skills.
- Ability to work flexible hours, including evenings, weekends, holidays, and overnight shifts.
- Physical stamina for standing, walking, lifting up to 30 lbs, and navigating stairs/ladders.
**Required Education & Certifications:**
- Post‑secondary education; diploma in Hotel Management preferred.
- Minimum 2 years of front office supervisory experience at a mid‑size or large hotel.
- Knowledge of hotel operating systems (Micros Fidelio Opera) and standard hotel procedures.