Front Office Supervisor at Fairmont Hotels & Resorts

Job Description

Front Office Supervisor

Creating an engaging work environment for Colleagues of Fairmont Hotels & Resorts is as important as turning moments into memories for our guests. The standards and values you model as Assistant Housekeeping Manager will inspire your team – not only to ensure exceptional guest rooms, public areas and heart of the house areas, but also to grow their careers with Fairmont.

What is in it for you:

• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies and the opportunity to earn qualifications while you work
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference in the local community through our Corporate Social Responsibility activities, like ESG

What you will be doing:

Reporting to the Front Office Manager, responsibilities and essential job functions include but are not limited to the following: 

• To be responsible for the day-to-day operations of Front Office with a primary focus on providing outstanding service to our internal and external guests as laid out in our front office standards.
• To lead and coach the front desk  team towards achieving the highest levels of exceptional guest service and colleague satisfaction results, through the application of all our standards and policies.
• Ensure that the reception, Lobby area and the Business centre are always clean, mis en place in place
• To handle guest requests inquiries and complaints in a pleasant, professional and accommodating manner
• Seeks feedback on guest satisfaction and responds to guest enquiries or complaints within 24 hours completing this with a follow up to the AFOM or FOM in accordance to our values, mission and vision. Follow ups on all GIA’s raised to ensure all the raised issues have been addressed.
• Ensure co-ordination for all groups arriving are done in advance i.e. check in, baggage handling, luggage collection upon check in/out e.t.c are handled with utmost attention to minimize crowding in the lobby both on arrival and departure.
• Attend Resume meetings organized by the Catering teams for expected and arriving guests.
• Ensure that the Three day Window is done for all arrivals to check that all the billing instructions and future reservations are all in order
• Assist the FPC Co-ordinator with the FPC Arrivals, checking of the VIP rooms prior to arrival as well as ensure that the Loyalty Program enrollments are done.
• Ensure that they are the Up sell champions for the Up sell program for the front office to assist maximize our room revenues.
• Assist Assistant FOM to conduct daily trainings for the front desk agents.
• To keep uniform neat and clean and be well groomed in accordance to rules in the Colleague Handbook as well as ensure that every work area is perfection clean.
• Handle other projects and tasks as assigned by the FOM.

Qualifications

Your experience and skills include:

• Previous leadership experience required
• Previous Property Management System experience required
• Computer literate in Microsoft Window applications required
• 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