Assistant Front Office Manager

AccorHotel•San Francisco, CA

15d•$86,900 - $104,200•Onsite

About The Position

Providing engaging, sincere, personalized service is one of the ways our Front Office Colleagues are turning moments into special memories for our guests at Fairmont Hotels & Resorts. Showcase your interpersonal strengths as Assistant Front Office Manager, where you will lead, train and recognize your team in support of exceptional guest service! Reporting to the Director of Front Office, responsibilities and essential job functions include but are not limited to the following:

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
Exceptional problem-solving abilities
Bachelor’s degree in a relevant field or a combination of equivalent education and/or experience is required
Fluency in English
Minimum of 2-3 years of experience in a front desk or guest services role in a hotel, with at least 1 year in a supervisory capacity
Must have the ability to handle a multitude of tasks and Guest requests
Should possess or seek certification in basic first aid
Strong guest service orientation and training skills background required
Ability to work independently and prioritize responsibilities
Flexibility to work evenings, weekends, and holidays
Computer proficiency in a Windows environment (Word, Excel, PowerPoint)
Must have proof of eligibility to work in the United States.

Nice To Haves

Knowledge of Opera Cloud Property Management System an asset
Experience with a Hotel loyalty program an asset

Responsibilities

Oversee and support the daily operations of the Front Office
Consistently offer professional, friendly and engaging service
Assist guests regarding hotel facilities in an informative and helpful way
Supervise and motivate Front Office staff, ensuring they are well-trained, efficient, and provide exceptional guest experiences
Pro-actively supports achievement of hotel metrics, including the Front Desk upsell program and enrolling members in the hotel loyalty program
Assist in resolving guest complaints, issues, or requests in a timely and effective manner
Maintain Fairmont service standards through audits and daily coaching
Conduct performance evaluations and provide coaching to team members
Assist in scheduling and managing staff shifts, ensuring adequate coverage during peak times.
Communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation
Provide training to new front desk staff members and ensure ongoing development of team members
Keep up-to-date on industry trends, hotel systems, and service standards and make recommendations for improvements
Ensure the public areas are presentable at all times
Ensure compliance with hotel policies and procedures, including safety and security regulations.
Other duties as assigned