Luxury Front Office Director
5 days ago
Accommodation Overview: Centrally located in downtown Calgary, Fairmont Palliser is the city's premier landmark hotel. With 407 elegantly appointed guest rooms, Hawthorn Dining Room & Bar, 24-hour In-Room Dining and more than 19,000 sq.ft. of newly renovated Event space, it truly stands out as a must-visit destination.
Job Description: The Director, Front Office will be an active contributor to the Rooms Division, overseeing the effectiveness of luxury guest services, employee performance, and service enhancements for the overall Front Office Operations. This role involves providing vision and leadership that fosters an engaged team, ensuring quality, efficiency, and superior luxury service.
Responsibilities:
- Leadership & Service Excellence: Oversee Front Office, Royal Service, Fairmont Gold, and Guest Services, ensuring proactive, flawless luxury experiences delivered by an engaged workforce. Actively lead strategic customer satisfaction initiatives aligned with Voice of Guests (TrustYou) and Leading Quality Assurance standards.
- Guest Feedback Management: Partner with the Director of Guest Experience & Operational Training to analyze feedback, develop strategies for service and product improvements, and implement actionable insights from reports.
- Financial & Revenue Management: Maintain accurate financial forecasts and budgets, maximize revenue through participation in revenue strategies, and oversee cost control. Develop and manage upsell incentive programs to motivate staff and optimize revenue.
- Accor Loyalty Program: Act as the Accor Live Limitless program champion, achieving enrollment goals, ensuring VIP and loyalty member requirements are met, and training staff on program standards.
- Health & Safety: Promote a safe work environment, adhering to Health & Safety standards, conducting regular training, and participating in the Health & Safety Committee.
- Crisis Management: Lead crisis management and business continuity plans, ensuring all staff are trained and emergency protocols are consistently implemented.
Salary: An estimated annual salary range for this position is $85,000-$120,000, depending on qualifications and experience. Benefits include discounted rates in Accor worldwide hotels and the opportunity to participate in Corporate Social Responsibility activities.
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