Director of Front Office

AccorHotel•Scottsdale, AZ

About The Position

The Fairmont Scottsdale Princess is Arizona’s largest and longest running AAA Five Diamond hotel, and we want you to help us stay iconic. The Princess offers luxury and world class hospitality with 750 guestrooms, more than 300,000 square feet of meeting space, four award-winning restaurants, six sparkling heated pools, and a luxurious Well & Being Spa. Be a part of events like the WM Phoenix Open, Easter at the Princess, Summer at the Princess and Christmas at the Princess. The hotel features great benefits like PTO, matching retirement, travel discounts and more. This place really has it all – except for you! Reporting to the Director of Rooms, the Director of Front Office will oversee the effectiveness of guest service, employee performance and development as well as service enhancements for three key departments in Rooms division. The successful candidate will be primarily responsible for overseeing the strategic development of the Royal Service, Front Office, and Concierge departments. However will have day to day interaction and assigned duties involving Housekeeping, Laundry, Fairmont Gold, Guest Services and Kids Club as well. This individual will also be a key player in the planning and execution of major Capital Projects as well as annual Legacy Events. Analytical skills, creativity, planning and strength as a developer and a leader of others are some of the skills necessary for this position Reporting to the Director of Rooms, responsibilities and essential job functions include but are not limited to the following: Ensure the smooth and efficient day to day delivery of guest service from curb to pillow, coordinating the implementation of and enhancement to minimum standards of guest service with a major focus on 5 Diamond Service Standards. Provide guests with flawless, proactive and sincere service from an engaged and empowered workforce committed to creating memorable experiences. Lead and manage all aspects of the Rooms Division with major focus on Front Office, Royal Service, and Concierge departments ensuring all service standards are followed. Ensure that monthly financial outlooks are accurate and that financial results for Front Office, Royal Service, and Concierge exceed targets. Handle guest concerns and react quickly, logging and notifying proper areas Attend and Participate in regularly scheduled departmental/divisional meetings Manage the departmental budgets for Front Office, Royal Service, and Concierge Balance operational, administrative and Colleague needs Assist guests regarding hotel facilities in an informative and helpful way Follow department policies, procedures and service standards Follow all safety policies Network within our industry, keeping up to date with future trends and opportunities. Coach and mentor colleagues. Create an environment that allows colleagues to exceed guest expectations and provide a path for career development with Fairmont Hotels and Resorts. Seek feedback and follow-up on guest comments in order to achieve the targeted guest satisfaction score. Utilize the TrustYou guest feedback platform to analyze trends, eliminate issues, and prevent problems. Participate in the Service Excellence Committee and effectively promote and utilize SCORE and KIPSU platforms to exceed guest expectations. Other duties as assigned

Requirements

3 years + leadership experience in Front Office and Housekeeping in a 4 or 5 Diamond Hotel
Previous Property Management System experience required
Computer literate in Microsoft Window applications required
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
Flexible schedule required
Ability to focus attention on guest needs, remaining calm and courteous at all times

Nice To Haves

University/College degree in a related discipline preferred

Responsibilities

Ensure the smooth and efficient day to day delivery of guest service from curb to pillow, coordinating the implementation of and enhancement to minimum standards of guest service with a major focus on 5 Diamond Service Standards.
Provide guests with flawless, proactive and sincere service from an engaged and empowered workforce committed to creating memorable experiences.
Lead and manage all aspects of the Rooms Division with major focus on Front Office, Royal Service, and Concierge departments ensuring all service standards are followed.
Ensure that monthly financial outlooks are accurate and that financial results for Front Office, Royal Service, and Concierge exceed targets.
Handle guest concerns and react quickly, logging and notifying proper areas
Attend and Participate in regularly scheduled departmental/divisional meetings
Manage the departmental budgets for Front Office, Royal Service, and Concierge
Balance operational, administrative and Colleague needs
Assist guests regarding hotel facilities in an informative and helpful way
Follow department policies, procedures and service standards
Follow all safety policies
Network within our industry, keeping up to date with future trends and opportunities.
Coach and mentor colleagues.
Create an environment that allows colleagues to exceed guest expectations and provide a path for career development with Fairmont Hotels and Resorts.
Seek feedback and follow-up on guest comments in order to achieve the targeted guest satisfaction score.
Utilize the TrustYou guest feedback platform to analyze trends, eliminate issues, and prevent problems.
Participate in the Service Excellence Committee and effectively promote and utilize SCORE and KIPSU platforms to exceed guest expectations.
Other duties as assigned

Benefits

Employee discounts at the Fairmont Scottsdale Princess, local companies and Accor worldwide for you and your family
Free meals at our on-site employee restaurant
Learning programs through our Academies designed to sharpen your skills
Great Medical and Dental benefits, 401K, Direct Deposit etc.
Career development opportunities within the Fairmont Scottsdale Princess in addition to national promotion opportunities.

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