Front Office Manager

Providing engaging, sincere, and personalized service is at the heart of what we do at Fairmont Century Plaza. As Front Office Manager, you will play a pivotal role in supporting and leading our Front Office team, ensuring seamless operations, and creating unforgettable guest experiences. Your leadership will help drive service excellence, enhance operational efficiency, and inspire our team to turn moments into special memories for our guests.

Job Description

What you will be doing:
• Assist the Front of House in all aspects of the department and ensure service standards are followed
• Provides managerial support for Front Desk and Guest Services in the daily operational duties for these areas in the absence of the department managers
• Responsible for the Front Office department to ensure the smooth, efficient operation and highest level of guest satisfaction
• Seeks feedback on guest satisfaction and resolves problems in accordance with our Mission Statement and philosophy of employee empowerment.
• Ensure that a high level of guest service is achieved at all times in all Front Office departments and that complaints are handled efficiently.
• Monitor house count during the day via stay over analysis, cancellations, early departures, no show, and bed assignments to maximize revenue and occupancy.
• Carefully oversee group arrivals which include: Pre-assigning rooms, pre-keying and ensuring availability of special requests, reviewing resumes and assigns Resume Reviews.
• Ensure proper assignment of rooms of the VIP and Loyalty guests and the distribution of the VIP report to all departments.
• As often as time permits, help inspect the allocated rooms and escort VIP guests to their rooms.
• Handle guest requests for credit with Night Manager and Accounting
• Work closely with the Front Office Managers and ensures smooth shift transitions.
• Keeps accurate records of daily events in the designated log books.
• Ensure key inventory control.
• Assist in creating and maintaining manuals relevant to safety procedures, hours of operation, promotions, guest service requirements etc.
• Knowledgeable of all policies, procedures and systems, including Micros PMS relating to all Front Office Departments
• Promote a cooperative team spirit amongst colleagues by listening, giving positive feedback, monitoring and ensuring follow up.
• Responsible for recruiting Front Office positions.
• Responsible for colleague performance reviews and progressive disciplinary action.
• Other duties as assigned

Qualifications

Your experience and skills include:
• Front Office leadership experience preferred, management at a luxury property an asset
• Experience working with OPERA PMS
• Must have excellent computer and troubleshooting skills
• Excellent organizational skills
• Outstanding communication skills - oral and written
• Excellent interpersonal skills
• Displays a team philosophy and leads by example
• Excellent problem-solving skills
• Ability to remain calm under pressure
• Strong attention to detail.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Ability to walk, stand and bend for up to 8 hours a day
• Ability to work under pressure and stress
• Ability to work at a fast pace
• Ability to ascend and descend stairs safely

WORK ENVIRONMENT: The work environment characteristics described here are representative of those and employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Normal indoor/outdoor conditions and seasonal changes
• Walking inside and outside throughout the whole property
• Able to go up and down stairs easily
• Able to reach for items stored at both high and low levels

Additional Information

What is in it for you:

Salary: $80,000 - $90,000 USD
• Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globe.
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21 and WATCH

Your team and working environment:

What was true in 1966 remains true to this day: The Century Plaza Hotel is part of a visionary development intent on doing what others could only imagine. Previously deemed the "Western White House," (as the only venue outside the White House to host state dinners), Century Plaza's place in history remains unshakeable. A modernized take on luxury and elevated guest experience from product to people enlivens the real wow factor.

This experience begins with a new kind of workplace, one where the energy is contagious, the stories are invigorating, and the challenges present inspiring opportunities to make your mark. We provide an environment of trust, respect, and integrity. A home away from home. Where diversity and inclusion are celebrated. Privacy and personal information are protected. Through Accor's Employee Value Proposition, we ensure fair treatment and a workplace free from discrimination & harassment.

Visa Requirements: Must provide proof of eligibility to be employed in the United States of America. Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. We commit to a future where diverse identities are celebrated, and equitable and inclusive practices are woven into the fabric of everything we do as an organization.