Fairmont

Job description

The Front Office Manager is responsible for ensuring we provide the highest level of guest service and ensuring that standards are maintained. The Front Office Manager will also lead and drive forward a motivated team of managers within the department and continuously look for ways to enhance growth and development for future leaders. 

Key Responsibilities and Duties:

• Ensuring department procedures and systems are maintained and effectively operated.
  
• Continuously evaluates department Standard Operating Procedures.
  
• Audit and development of guest information data on Opera.
  
• Drive Leading Hotels of the World and ALL Loyalty standards.
  
• Creating an environment that supports innovation and look for opportunities to improve operations.
  
• Pro-actively try out new ideas and technologies that would streamline. productivity and enhance overall guest experience in line with the budget and capex submission.
  
• Ensure productive and efficient communication between departments.
  
• To ensure effective running of PMS and all related interfaces.
  
• Building and improving on relationships with agents.
  
• Models the Organizational Values and Fairmont Standards.
  
• Reduction of departmental glitches to an acceptable weekly standard by minimizing revenue loss.
  
• Encouraging the use of the “Generosity Pot” across departments.
  
• Has operational managerial responsibility over all departments in the absence of the Exec and Department Head.
  
• Has responsibility for ad hoc project teams.
  
• Participates in ad hoc Job Training and coaching in departments to ensure effective service and operations.
  
• Has a thorough knowledge of the hotel and all services provided to the guest.
  
• Maintains a high standard of service, appearance, and social skills set according to the company policy.
  
• Works in harmony with all departments and employees, is willing to assist others if and when required.
  
• Attends all training workshops as and when required and deemed Mandatory by the Director of Rooms Division.
  
• Is familiar with all policies and procedures, house rules, LHW standards, All Loyalty Program, fire-, security-, and emergency procedures as well as all checklists pertaining to the position.
  
• Performs any reasonable duty as instructed by the Director of Rooms Division.