Job DescriptionProviding engaging, sincere, personalized service is one of the ways our Front Office Colleagues are turning moments into memories for our guests at Fairmont Hotels & Resorts. Showcase your interpersonal strengths as Assistant Director, Front Office, where you will lead, train and recognize your team in support of exceptional guest service!
Summary Of Responsibilities- Assist the Front Office in all aspects of the department and ensure service standards are followed
- Acting Director of Front Office in absence of DFO
- Manage the performance, productivity and development of all Front Office Leaders.
- Provides Leadership support for Reception, Royal Service, Concierge, Fairmont Gold and Guest Services in the daily operational duties for these areas
- The ability to utilize interpersonal and communication skills to lead, influence, and encourage others
- Work with Leaders and employees to carry out procedures ensuring an efficient check in and check out process
- Consistently offer professional, friendly and engaging service
- Ensure proper staffing and scheduling of all Front Office colleagues in accordance to productivity guidelines
- Ensures guest and employee satisfaction and maximizes the financial performance of the department
- Handles complaints, settling disputes, and resolving conflicts
- Communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation
- Train supervisors and fulfill training role in the absence of the trainer
- 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
Qualifications- Passion for guest service
- Excellent written and verbal communication, interpersonal and leadership skills
- Highly organized, results-oriented with the ability to be flexible and work well under pressure
- Degree or Diploma in Hospitality Management is an asset
- Fluency in English
- Must have the ability to handle a multitude of tasks and Guest requests
- Knowledge of Opera and Dayforce is an asset
- Strong guest service orientation and training skills background required
- Ability to work independently and prioritize responsibilities
- Experience with a Hotel loyalty program an asset
- Computer proficiency in a Windows environment (Word, Excel, PowerPoint)
Additional InformationCompensation: $78,000 - $84,000 USD per year
Visa Requirements: Successful candidates must be legally eligible to work in the United States.
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.
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.
