Front Office Manager

1 week ago

Winnipeg, Manitoba, Canada Fairmont Winnipeg Full time
Company Description

"Why work for Accor?"
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality.

We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.

Do what you love, care for the world, dare to challenge the status quo #BELIMITLESS"

Job Description:


Providing engaging, sincere, personalized service is one of the ways our Front Desk, Guest Services and Royal Service Colleagues and Leaders are turning moments into memories for our guests at Fairmont Hotels & Resorts.

Showcase your leadership and interpersonal strengths as Front Office Manager, where you will lead our team of service ambassadors, maximize Front Office operations and ensure exceptional guest service.


What you will be doing:

  • Overseeing Front Desk, Guest Services & Royal Service Departments including overnight shifts
  • Consistently offer professional, friendly and engaging service
  • Lead and manage all aspects of the Front Desk, Guest Services & Royal Service departments and ensure all service standards are followed
  • Supporting company and hotel policies and procedures including the promoting and participation in Employee Engagement (EES), Voice of the Guest (VOG), Fairmont Brand Standards + Leading Quality Assurance (LQA), Health and Safety, and Guest Service initiatives
  • Ensure Service Essentials and LQA Standards are met and exceeded while actively seeking feedback and follow up on guest comments
  • Working closely with Guest Services on perfect arrivals, perfect departures and lobby management
  • Maximize rooms revenue through upgrades, walk ins and revenue maximization meetings and implementing/supporting agreed upon Revenue Management strategies and practices
  • Ensuring audit compliance including monitor and report on problem accounts not settled while guest is in house
  • Proactively implement processes to deliver problem free stay for our guests and leading the Royal Service team
  • Handle guest concerns and react quickly, logging and notifying proper areas
  • Ensure goals are met from a measurement perspective
  • EES, VOG, LQA, SAQ and RevPar
  • Manage the departmental budget labour and expenses
  • Conduct regularly scheduled departmental meeting and ensure regular communication occurs within department
  • Seeks feedback and perform follow up on guest satisfaction and deals with challenges in accordance with our mission statement and philosophy of employee participation
  • Selects, trains, manages the performance of colleagues
  • Focus on recruitment ensuring adequate staffing
  • Responsible for scheduling as per labour standards and payroll for all Front Office colleagues
  • Maintain adequate stock of Front Office & Royal Service supplies and order when necessary within departmental budget
  • Provide support, guidance and leadership to the Front Office & Royal Service Leadership Team
  • Ensures awareness of all hotel activities and services and oversees the lobby area for cleanliness, maintenance, security and functionality
  • Ensure lobby presence is maintained
  • Balance operational, administrative and Colleague needs
  • Maintain and revise department policies, procedures and service standards
  • Follow all safety policies and responsible of the emergency response in Royal Service, including fire panel
  • Other duties as assigned

Qualifications:

  • Previous leadership experience, at least 35 years in a similar establishment required


 Previous Opera
  • Property Management System experience required
  • Proven leadership abilities, in regards to coaching, developing, training, recruiting and retention
  • Previous Rooms Division experience is a definite asset
  • University/College degree in a related discipline preferred
  • Must possess a professional presentation
  • Strong interpersonal and problem solving abilities
  • 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
Additional Information

Your team and working environment:

  • Fastpaced, upscale, luxury hotel
  • Located right in the heart of the city
  • 340 guestrooms and suites
  • 13 meeting rooms and over 20,000 square feet of spacious, elegant function space
  • One Lobby Level dining room and lounge

Visa Requirements:

To be eligible for employment with Fairmont Winnipeg, you must be in possession of a working visa for Canada.

We do not provide offer letters to applicants seeking to get their work visas. Applicants must have their work visas in place prior to applying.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and

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