Assistant Front Office Manager
About The Position
The Assistant Front Office Manager provides managerial support for Reception/Front Office, Royal Service, Fairmont Gold, and Guest Services, assisting the Front Office Manager with daily management and operations to ensure a seamless guest experience. The role leads by example, supports positive colleague relations, promotes the hotel and departmental vision, and ensures adherence to Front Office policies and Fairmont standards. The position balances operational, administrative, and colleague needs while maintaining and exceeding guest-service expectations. It supports and develops Front Office teams, oversees staffing and scheduling, coaching, performance evaluations, recruitment, training, and colleague motivation. The Assistant Front Office Manager also promotes loyalty and upsell programs, ensures VIP and loyalty guest requirements are met, handles guest complaints, and communicates operational information across shifts and departments. The role oversees reporting, payroll timekeeping, labour and operational expense feedback, group-resume reviews, cash handling and shift balancing, and inventory maximization. It requires knowledge of Front Office and accounting procedures, hotel systems and technology, health and safety practices, and emergency procedures. The position reports to the Director, Front Office for designated project work.
Requirements
- Passion for guest service.
- Excellent written and verbal communication, interpersonal, and leadership skills.
- Highly organized, results-oriented, flexible, and able to work well under pressure.
- At least one year of proven supervisory experience.
- Ability to handle multiple tasks and guest requests.
- Strong guest-service orientation and training-skills background.
- Ability to work independently and prioritize responsibilities.
- Computer proficiency in a Windows environment, including Word, Excel, and PowerPoint.
- Legally authorized to work in the United States without sponsorship.
- Ability to stand and walk for extended periods.
- Frequent lifting and carrying of up to 25 pounds.
- Frequent bending, stooping, kneeling, pushing, and pulling.
Nice To Haves
- A degree or diploma in Hospitality Management is an asset.
- Knowledge of the Micros-Fidelio Property Management System is an asset.
- Possess or seek certification in basic first aid.
- Experience with a hotel loyalty program is an asset.
Responsibilities
- Provide managerial support for Reception/Front Office, Royal Service, Fairmont Gold, and Guest Services.
- Assist the Front Office Manager with daily Front Office management and operations.
- Lead by example, promote positive colleague relations, and support the hotel and departmental vision.
- Ensure Front Office policies, procedures, and Fairmont standards are followed.
- Direct and support Front Office supervisors and colleagues in their daily duties.
- Balance operational, administrative, and colleague needs while consistently exceeding guest-service expectations.
- Develop colleagues and teams through active operational involvement, coaching, training, and career-development support.
- Ensure loyalty and VIP procedures are met or exceeded; promote the guest loyalty and upsell programs.
- Review arrival details and VIP requirements to ensure special requests are fulfilled.
- Maintain departmental standards and ensure Front Office colleagues have the supplies needed to perform their duties.
- Provide continuity in handling guest complaints in person, by telephone, and in writing.
- Communicate and liaise effectively with department and hotel leaders.
- Ensure proper staffing and scheduling in accordance with productivity guidelines.
- Communicate shift and operational information through pre-shift meetings, logs, emails, and departmental meetings.
- Conduct timely performance evaluations, corrective action, and coaching; participate in recruitment, hiring, training, and colleague motivation.
- Monitor labour and operational expenses and provide feedback.
- Complete daily, monthly, and quarterly reporting on time.
- Review daily payroll punches, make edits as needed, and record attendance occurrences in the Time and Attendance Log.
- Review and verify group resumes, including billing, room types, dates, VIP designations, and completed checklists.
- Adhere to and sign off on cash handling, shift closing balances, and adjustments.
- Apply knowledge of Front Office and accounting procedures to resolve financial issues while following procedures and maintaining guest satisfaction.
- Maximize inventory during high-occupancy and sold-out periods.
- Promote and follow health and safety policies and remain knowledgeable about safety and emergency procedures.
- Maintain proficiency with hotel systems and technology, internet access, and telephones, and resolve related issues.
- Take an accurate handover from the previous shift and record and action necessary follow-up.
- Stay informed about the day’s events and respond promptly to guest service needs.
- Ensure guests with disabilities have easy and efficient hotel access using appropriate equipment, such as a stair-climbing machine and ramp.
- Address staff issues effectively.
- Complete assigned project work accurately and on time as designated by the Director, Front Office.
Benefits
- Competitive salary
- Paid time off
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k)
- Employee benefit card offering discounted rates in Accor worldwide
- Learning programs through the Academies
- Opportunities to develop talent and grow within the property and across the world
- Corporate Social Responsibility activities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
