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.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow’s hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
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
Managing Keep In Touch System and introducing any technology applications
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 3-5 years in a similar establishment required
Previous Opera – Property Management System experience required
Full skill of Microsoft Window applications required – Microsoft Word, Excel, Power Point and Outlook
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:
Fast-paced, 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 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.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow’s hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS
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