Front Office Manager

AccorHotel • Los Angeles, CA

10h • Onsite

About The Position

Providing engaging, sincere, and personalized service is at the heart of what we do at Fairmont Century Plaza. As Front Office Manager, you will play a pivotal role in supporting and leading our Front Office team, ensuring seamless operations, and creating unforgettable guest experiences. Your leadership will help drive service excellence, enhance operational efficiency, and inspire our team to turn moments into special memories for our guests.

Requirements

• Front Office leadership experience preferred, management at a luxury property an asset
• Experience managing Unionized teams, required
• University degree or College diploma in Hospitality Management preferred
• Strong guest service orientation and training skills background required
• Knowledge of Property Management System an asset, Opera knowledge preferred
• Ability to be observant with meticulous attention to detail
• Ability to follow instruction and work quickly and thoroughly
• Ability to think through situations in a rational manner while under pressure
• Logical and structured thinking, balancing budgetary and guest’s needs
• Must provide proof of current eligibility to be employed in the United States of America.

Responsibilities

• Ensure the smooth and efficient operation of all Front Office functions and related services to achieve maximum sales and guest satisfaction, while adhering to established company policies and procedures.
• Responsible for the Front Office department to ensure the smooth, efficient operation and highest level of guest satisfaction
• Seeks feedback on guest satisfaction and resolves problems in accordance with our Mission Statement and philosophy of employee empowerment.
• Ensure that a high level of guest service is achieved at all times in all Front Office departments and that complaints are handled efficiently.
• Monitor house count during the day via stay over analysis, cancellations, early departures, no show, and bed assignments to maximize revenue and occupancy.
• Carefully oversee group arrivals which include: Pre-assigning rooms, pre-keying and ensuring availability of special requests, reviewing resumes and assigns Resume Reviews.
• Ensure proper assignment of rooms of the VIP and Loyalty guests and the distribution of the VIP report to all departments.
• As often as time permits, help inspect the allocated rooms and escort VIP guests to their rooms.
• Proper management of the expenses within the Front Office Division
• Handle guest requests for credit with Night Manager and Accounting
• Work closely with the Front Office Managers and ensures smooth shift transitions.
• Keeps accurate records of daily events in the designated log books.
• Ensure key inventory control.
• Assist in creating and maintaining manuals relevant to safety procedures, hours of operation, promotions, guest service requirements etc.
• Responsible for colleague performance reviews and progressive disciplinary action.
• Design, implement, and follow up on colleague incentive programs.
• Facilitate and manage colleague training as necessary
• Consistently offers professional, engaging and friendly service
• Create schedules for Front Office department
• Ensure internal and finances Audits are met
• Other duties as assigned

Benefits

• Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globe.
• Learning programs through our Academies to promote growth and 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 Planet 21 and WATCH
• Competitive Health Benefit Package within 30 days of employment
• 401(k)/Roth IRA Eligibility after 60 days of employment
• Cell Phone Usage Reimbursement

What This Job Offers

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