The Assistant Front Office Manager is responsible for the running of the daily operation of their shift, by providing support to the front desk staff and assisting in any guest challenges that may occur. Additionally, this role performs projects, reporting and daily operational initiatives on an as needed basis.
Day to Day Duties and Functions may include
Approach all encounters with guests and employees in a friendly, service-oriented manner.
Maintain regular attendance in compliance with Fairmont Standards, as required by scheduling which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, outlined by Fairmont Hotel’s and Resorts grooming policy
Comply at all times with Fairmont standards and regulations to encourage safe and efficient hotel operations.
Assist Guest Service Agents (GSAs) with check in and checkouts, confirming all standard operating procedures are followed properly.
Supervise front desk agent with daily duties.
Train new employees, help to develop and implement training programs
Verify and adjust payroll for hourly staff
Conduct interviews of potential candidates for GSA positions
Coach and counsel GSAs, Operators and Bell staff on performance, communication and standards
Maintain performance log for GSAs and perform disciplinary action as necessary.
Authorize and sign adjustments and paid outs over the limit.
Responsible for bank and maintaining it at the correct amount.
Be up to date on all guest services, promotions, and events in the hotel.
Handle guest complaints, react quickly, logging and notifying proper areas to service guests
Coordinate timely availability of guestrooms with Housekeeping for check-in
Oversee Bell and Door staff
Confirm all daily duties are completed by Front Desk Agents, Operators, and Bell staff
Must be able to perform all Front Desk duties.
Brief staff daily on events of the day
Assure entire staff is updated with new policies and procedures.
Work with Front Desk staff to maintain and improve guest service scores
Maintain a presence at hotel meetings and committees, as required
Responsible for ongoing special projects and duties within the Front Office
Log all absenteeism and employee lateness
Oversee key inventory
Complete special projects in a timely manner as required by FOM or GM
Block rooms for special groups
Other duties as required.
EDUCATION & EXPERIENCE
1+ year of progressive Front Office supervisory experience in a hotel
2 or 4 year college degree preferred
Experience in Front desk or customer service in a Hotel environment
SKILLS & ABILITIES
Proficiency in hotel PMS systems (Opera knowledge a plus)
Strong communication and problem-solving skills
Ability to work well under pressure and maintain composure
Capable of handling financial information and data
Excellent customer service orientation
PHYSICAL REQUIREMENTS
Able to stand for extended periods
Capable of light work, including lifting up to 20 pounds occasionally
OTHER
Flexibility to work long hours as required
Proficient in using office equipment and software
Salary Range: 72,000.00 - 74,000.00 USD Annually
All your information will be kept confidential according to EEO guidelines.
