Job Description

As the Assistant Director of Front Office & Guest Services, you will partner with the Director of Front Office to oversee the daily operations of Front Desk, Bell Services, Guest Services, Royal Service, and VIP Experiences. You will play a critical role in ensuring seamless arrivals and departures, delivering personalized guest experiences, developing talented colleagues, optimizing revenue opportunities, and maintaining the highest standards of luxury hospitality. This position requires a confident and visible leader who can balance guest engagement, operational effectiveness, financial performance, and people development while fostering a culture of care, collaboration, and excellence.

What you will be doing:

Deliver Exceptional Guest Experiences

• Lead by example in delivering warm, personalized, luxury service.
• Anticipate guest needs and create memorable moments throughout the guest journey.
• Manage VIP arrivals, special requests, and service recovery situations with professionalism and care.
• Monitor guest satisfaction results and implement strategies to continually elevate the guest experience.
• Ensure arrival, departure, and lobby experiences reflect Fairmont's luxury standards.

Lead Front Office Operations

• Oversee daily Front Office operations, ensuring efficiency, consistency, and service excellence.
• Monitor room inventory, occupancy levels, room assignments, and availability.
• Collaborate closely with Housekeeping and other operational departments to optimize room readiness.
• Ensure proper utilization of Opera PMS and other hotel systems.
• Review daily business levels, group arrivals, special events, and operational priorities.

Drive Financial Performance

• Support revenue optimization initiatives through inventory management and upselling strategies.
• Assist with occupancy forecasting, budgeting, labor management, and departmental planning.
• Monitor labor productivity and scheduling effectiveness.
• Ensure compliance with cashiering standards, payment processing procedures, and audit requirements.
• Identify opportunities to enhance profitability while maintaining exceptional service standards.

Inspire and Develop Talent

• Recruit, hire, onboard, coach, and mentor Front Office colleagues.
• Conduct performance reviews, developmental conversations, and succession planning initiatives.
• Foster a culture built on engagement, accountability, inclusion, and recognition.
• Lead daily line-ups and departmental meetings that inspire and align teams around service excellence.
• Support career development and growth opportunities for colleagues.

Champion Safety & Operational Excellence

• Ensure compliance with company policies, procedures, and service standards.
• Respond effectively to emergency situations and guest concerns.
• Partner with Security and Loss Prevention teams on safety-related matters.
• Maintain confidentiality of guest and business information.
• Promote a safe and positive working environment for colleagues and guests alike.

Qualifications

Required Qualifications

• Minimum two (2) years of Front Office leadership or management experience within a luxury, upscale, or resort hotel environment.
• Strong knowledge of Front Office operations, room inventory management, and guest service standards.
• Experience with Opera PMS, Oracle Hospitality, or similar hotel management systems.
• Proven leadership experience with employee coaching, development, and performance management.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong organizational and analytical abilities.
• Ability to manage multiple priorities while maintaining a calm and professional presence.
• Self-motivated, results-oriented, and highly guest-focused.

Preferred Qualifications

• Bachelor's Degree in Hospitality Management, Hotel Administration, Business Management, or a related field.
• Luxury resort experience.
• Forbes Five-Star and/or AAA Five Diamond experience.
• Revenue management or yield management experience.
• CPR and First Aid Certification.
• Multilingual communication skills.

Additional Information

Salary Range: $100,000 - $110,000 USD

Visa Requirements: Must be legally eligible to work in the United States. The hotel is unable to assist candidates in obtaining U.S. work authorization.

Your team and working environment: Join a collaborative team dedicated to delivering exceptional luxury experiences. You will work alongside passionate Heartists who support one another, anticipate guest needs, and bring our commitment to Make Special Happen to life every day.

Be Part of Something Special

This is more than a job. It is an opportunity to build meaningful connections, inspire exceptional service, and become part of a legendary luxury hospitality brand.

If you are ready to lead with passion, elevate guest experiences, and grow your career in paradise, we encourage you to apply today.

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