Assistant Director of Front Office

AccorHotel • Chicago, IL

5d • Onsite

About The Position

Fairmont Hotels & Resorts is a global network of spectacular properties, with Fairmont Chicago, Millennium Park being a beacon of luxury hospitality in Chicago since 1987. The hotel offers spacious guestrooms, extensive meeting and event spaces, and acclaimed culinary outlets. Our mission is to create unparalleled luxury experiences, balancing serenity with the city's vibrant pulse, guided by core values of authenticity, inclusivity, integrity, and respect. We are dedicated to building rewarding careers and fostering professional growth within our community. This role involves providing engaging, sincere, and personalized service to guests, leading and training the Front Office team to ensure exceptional guest service.

Requirements

• Passion for guest service
• Excellent written and verbal communication, interpersonal and leadership skills
• Highly organized, results-oriented with the ability to be flexible and work well under pressure
• Fluency in English
• Must have the ability to handle a multitude of tasks and Guest requests
• Strong guest service orientation and training skills background required
• Ability to work independently and prioritize responsibilities
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint)
• Successful candidates must be legally eligible to work in the United States.

Nice To Haves

• Degree or Diploma in Hospitality Management is an asset
• Knowledge of Opera and Dayforce is an asset
• Experience with a Hotel loyalty program an asset

Responsibilities

• Assist the Front Office in all aspects of the department and ensure service standards are followed
• Acting Director of Front Office in absence of DFO
• Manage the performance, productivity and development of all Front Office Leaders.
• Provides Leadership support for Reception, Royal Service, Concierge, Fairmont Gold and Guest Services in the daily operational duties for these areas
• Utilize interpersonal and communication skills to lead, influence, and encourage others
• Work with Leaders and employees to carry out procedures ensuring an efficient check in and check out process
• Consistently offer professional, friendly and engaging service
• Ensure proper staffing and scheduling of all Front Office colleagues in accordance to productivity guidelines
• Ensures guest and employee satisfaction and maximizes the financial performance of the department
• Handles complaints, settling disputes, and resolving conflicts
• Communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation
• Train supervisors and fulfill training role in the absence of the trainer
• Assist guests regarding hotel facilities in an informative and helpful way
• Follow department policies, procedures and service standards
• Follow all safety policies
• Other duties as assigned

Benefits

• Exclusive discounts at the Fairmont Chicago, and Accor properties worldwide—for you and your family.
• Complimentary meals at our on-site employee cafeteria.
• Contribute to our Corporate Social Responsibility initiatives.
• Comprehensive medical and dental coverage
• 401K plan
• Convenient direct deposit.
• Career development opportunities within Fairmont Chicago and beyond.
• Complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties
• Special dining and wellness discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree