Assistant Overnight Operations Manager

AccorHotel•Austin, TX

11h•Onsite

About The Position

Summary of Responsibilities: Reporting to the Night Operation Manager, responsibilities and essential job functions include but are not limited to the following: Assisting the Over Night Operation Manager on overseeing the overnight operations team (including In Room Dining, Security, Overnight Cleaning Teams, Overnight Valet, front Office, and Engineering) for the hotel and works closely with the security team to maintain the safety and security of the hotel during the overnight shift. Provides the guest with flawless, proactive and sincere luxury services from an engaged and empowered workforce committed to creating a memorable experience Acts as ambassador and spokesperson to all customers; promotes tailored services to VIPs and loyalty program members; responding in a timely and consistent manner to customer & third party concerns; fielding issues with all operational departments Demonstrates a commitment to Service Excellence; leads the tactical implementation of customer satisfaction improvement activities measured through VOG (TrustYou) and in keeping with our luxury standards of service from curb to pillow. Ensures that daily labor outlook and results for the Front Office department are accurate; maintains departmental efficiency/productivity and essential luxury guest services; maximization of revenues via upsells. Covering the Night operations Manager days off and his time off Working closely with Night auditors and providing them the support they need to run the overnight operation. Focusing on Billing accuracy and reviewing all transient guest to increase our Departure Experience Reconciliation for ALL membership points and Suite Night upgrade redemption Actively participates in the revenue management process ensuring Rooms revenue is maximized in order to achieve financial success (RevPar and GOP); develops plans to maximize upsell revenues. Coaches and mentor’s colleagues; creates an environment that allows colleagues to exceed guest expectations and provide a path for career development with Fairmont Hotels and Resorts Assisting the Night Operation Manager to lead the department and maintain superior colleague engagement through action planning as a result of the Colleague Engagement Survey including continuous improvements. Ensures colleague concerns are resolved in a professional and timely manner. Builds and maintains employee relationships; attends monthly communication meetings; ensures appropriate and timely recognition for individuals and teams; participates in departmental and hotel recognition events. Contributing to a positive hotel culture and success of ongoing Service Promise training. Executes and monitors effective goals and measurements for the Front Desk, exceeding expectations of all four pillars (colleagues, owners, guests, and brand). Assists with ECOSURE & LQA action planning and improvement plan implementation, ensuring a consistent delivery of luxury products and services. Involved and active within hotel committees. Promotes health, safety and well-being of our guests and co-workers by having in-depth knowledge of the Hotel's crisis and emergency procedures; understands and implements the corporate crisis communication procedures within the Front Office. Complies with Fairmont Hotels & Resorts policies, procedures and code of ethics and ensures Service Essentials and Brand Standards are in place and executed. Performs all other tasks which are assigned by the management team.

Requirements

1-2 years of luxury hospitality experience required
Previous experience in a leadership capacity required
Extensive knowledge of Front Office operations, brand standards required
Previous Property Management System experience required
Computer literate in Microsoft Window applications required
Must possess a professional presentation
Strong interpersonal and problem solving abilities
Able to balance a variety of priorities while considering all aspects of the job i.e. Financial, Operational, and Human Resources.
Excellent grasp of generally accepted accounting principles
Proficiency in Microsoft Office Software required
Superior leadership & coaching skills with a proven track record of developing and motivating career minded professionals.
Highly responsible & reliable
Ability to work well under pressure in a fast-paced environment
Ability to work cohesively as part of a team as well as excellent independent work ethic
Ability to promote fun at workplace
Analytical skills, strength as a developer and a leader of others, creativity, and strong planning skills are essential for this position
Ability to focus attention on guest needs, remaining calm and courteous at all times

Nice To Haves

University degree or College diploma in Hotel Management preferred
Ability to analyze data and trends and create strategies for improvement, willing to take risks

Responsibilities

Assisting the Over Night Operation Manager on overseeing the overnight operations team (including In Room Dining, Security, Overnight Cleaning Teams, Overnight Valet, front Office, and Engineering) for the hotel and works closely with the security team to maintain the safety and security of the hotel during the overnight shift.
Provides the guest with flawless, proactive and sincere luxury services from an engaged and empowered workforce committed to creating a memorable experience
Acts as ambassador and spokesperson to all customers; promotes tailored services to VIPs and loyalty program members; responding in a timely and consistent manner to customer & third party concerns; fielding issues with all operational departments
Demonstrates a commitment to Service Excellence; leads the tactical implementation of customer satisfaction improvement activities measured through VOG (TrustYou) and in keeping with our luxury standards of service from curb to pillow.
Ensures that daily labor outlook and results for the Front Office department are accurate; maintains departmental efficiency/productivity and essential luxury guest services; maximization of revenues via upsells.
Covering the Night operations Manager days off and his time off
Working closely with Night auditors and providing them the support they need to run the overnight operation.
Focusing on Billing accuracy and reviewing all transient guest to increase our Departure Experience
Reconciliation for ALL membership points and Suite Night upgrade redemption
Actively participates in the revenue management process ensuring Rooms revenue is maximized in order to achieve financial success (RevPar and GOP); develops plans to maximize upsell revenues.
Coaches and mentor’s colleagues; creates an environment that allows colleagues to exceed guest expectations and provide a path for career development with Fairmont Hotels and Resorts
Assisting the Night Operation Manager to lead the department and maintain superior colleague engagement through action planning as a result of the Colleague Engagement Survey including continuous improvements.
Ensures colleague concerns are resolved in a professional and timely manner.
Builds and maintains employee relationships; attends monthly communication meetings; ensures appropriate and timely recognition for individuals and teams; participates in departmental and hotel recognition events.
Contributing to a positive hotel culture and success of ongoing Service Promise training.
Executes and monitors effective goals and measurements for the Front Desk, exceeding expectations of all four pillars (colleagues, owners, guests, and brand).
Assists with ECOSURE & LQA action planning and improvement plan implementation, ensuring a consistent delivery of luxury products and services.
Involved and active within hotel committees.
Promotes health, safety and well-being of our guests and co-workers by having in-depth knowledge of the Hotel's crisis and emergency procedures; understands and implements the corporate crisis communication procedures within the Front Office.
Complies with Fairmont Hotels & Resorts policies, procedures and code of ethics and ensures Service Essentials and Brand Standards are in place and executed.
Performs all other tasks which are assigned by the management team.

Benefits

Paid time off
Medical, Dental and Vision Insurance, 401K
Complimentary shift meal
Employee benefit card offering discounted rates in Accor worldwide
Learning programs through our Academies and Educational Assistance for further development
Opportunity to develop your talent and grow within your property and across the world!
Ability to make a difference through our Corporate Social Responsibility activities, like Sustainability Committee

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