Job Description

• Lead and manage all aspects of the Front Office department and ensure all service standards are followed for Front Desk and Bell, and support Valet, Concierge and Royal Service/Reservations as needed.
• Maximize rooms revenue through participating in yield management meetings and implementing supporting agreed upon Revenue Management strategies and practices
• Handle guest concerns and react quickly, logging and notifying proper areas
• Manage the departmental budget
• Balance operational, administrative and Colleague needs
• Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment.
• Review the room availability and check status of departures on a daily basis.
• Lead, coach, train, and mentor the Front Desk and Bell team ensuring the correct sequence of events for proper registration and checkout of guests.
• Manage staffing levels as occupancy fluctuates, and assign breaks and tasks
• Drive the standards throughout the department, maintain consistency, and conduct audits for successful quality program results (LQA/Forbes/Amex).
• Ensure efficient guest registration, check out, and telephone service. Ensure that their duties are completed in accordance with established policies, procedures, and standards.
• Resolve guest and employee concerns expeditiously in a manner.
• Attend pre-conference meetings, review all group resumes, and handle group requests for front office.
• Handle emergency procedures, emergency panel, and communication to guests during crisis situations.
• Ensure efficient Talent Selection process within the department by leading recruitment efforts and talent management of team members
• Champion employee engagement initiatives
• Ensure monthly forecast for Front office is accurate and on target.
• Execute labor standards and productivity in line with hotel target.
• Develop and implement trainings & SOP’s to align with Accor and Fairmont Service Standards for all new and existing colleagues to positively improve results in Guest Satisfaction (VOG), Compliance with Brand Standards (LQA/Forbes), Employee Engagement (EES) and Guest Loyalty (ALL).
• Champion the Loyalty program initiatives and enrollments in line with hotel target
• Participate in ongoing training of associates for continued performance improvement.
• Maintain a daily log of all guests’ opportunities with corrective action steps.
• Perform duties of front desk and royal service as required
• Other duties as assigned

Qualifications

• 3+ Years of previous leadership experience required, preferably in luxury setting
• Previous Opera Cloud Property Management System experience preferred
• Previous experience in handling emergency protocols required
• Computer literate in Microsoft Office applications required
• University/College degree in a related discipline preferred
• Must possess a professional presentation
• Strong interpersonal and problem-solving abilities
• Results oriented with the ability to adapt to the challenges of a continually evolving workforce, while remaining flexible and working under pressure
• Highly responsible & reliable
• Ability to work well under pressure in a fast-paced environment
• Ability to work cohesively as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Previously demonstrated leadership skills supporting an environment of colleague growth and development, interdepartmental teamwork and exceptional customer service
• Proven record to coordinate a department to make gains towards targeted GSI, GOP, EEI results
• Must be a creative and effective leader and team player, possessing a high degree of professionalism, energy, and determination
• Ability to analyze data and trends and create strategies for improvement

Additional Information

What is in it for you:

• Salary Range: USD $76,000 to $85,000
• Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globe.
• We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential.
• 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

Accor is proud to be an Equal Opportunity Employer EOE/M/F/V/D.

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.

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.