Front Office Manager

Company Description

Why work for Accor? We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.

About Fairmont Hotels & Resorts: At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. We know that to offer our guests the best, we first need to offer our employees the best. That is why you'll find exceptional work opportunities throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific, as well as industry-leading training, career development, recognition and rewards. Fairmont Hotels & Resorts is a celebrated collection of hotels that includes landmark locations like London's The Savoy, New York's The Plaza, and Shanghai's Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork, and Empowerment: we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. A community and environmental leader, Fairmont is also regarded for responsible tourism practices and an award-winning Green Partnership program. An exciting future awaits!

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Position Overview

Reporting to the Director of Rooms, The Front Office Manager is responsible for ensuring we provide the highest level of guest service and ensuring that standards are maintained for all positions within the Front Office departments. The Front Office Manager will guide the department in achieving our strategic directions through continual focus and reference to these strategies and our vision. The Front Office Manager also serves as a resource to the overall operations of the hotel by providing assistance and direction as needed. The Front Office Manager will maximize revenue opportunities throughout the department while managing costs across the board. The Front Office Manager will lead and drive forward a motivated team of managers within the department and continuously look for ways to enhance growth and development for future leaders. He/She will also support the Guest Experience Manager in maintaining and continuously improving the overall guest experience.

Key Responsibilities and Duties

• Ensuring department procedures and systems are maintained and effectively operated.
• Continuously evaluates department Standard Operating Procedures.
• Audit and development of guest information data on Opera.
• Drive Leading Hotels of the World and ALL Loyalty standards.
• Creating an environment that supports innovation and looks for opportunities to improve operations.
• Proactively try out new ideas and technologies that would streamline productivity and enhance overall guest experience in line with the budget and capex submission.
• Ensure productive and efficient communication between departments.
• Ensure effective running of PMS and all related interfaces.
• Build and improve relationships with agents.
• Model the Organizational Values and Grace Memorandum.
• Reduce departmental glitches to an acceptable weekly standard by minimizing revenue loss.
• Encourage the use of the “Generosity Pot” across departments.
• Have operational managerial responsibility over all departments in the absence of the Exec and Department Head.
• Have responsibility for ad hoc project teams.
• Participate in ad hoc On Job Training and coaching in departments to ensure effective service and operations.
• Have a thorough knowledge of the hotel and all services provided to the guest.
• Maintain the high standard of service, appearance, and social skills set according to company policy.
• Work in harmony with all departments and employees, willing to assist others if and when required.
• Attend all training workshops as and when required and deemed Mandatory by the Director of Rooms Division.
• Be familiar with all policies and procedures, house rules, LHW standards, All Loyalty Program, fire, security, and emergency procedures as well as all checklists pertaining to the position.
• Perform any reasonable duty as instructed by the Director of Rooms Division.

Job Requirements and Qualifications:

• Matric/Grade 12 or equivalent is a prerequisite.
• A hospitality, management, and/or similar qualification will be highly advantageous.
• At least 3 years of management experience; preferably gained in a 5-star environment.
• Computer literate on the MS Office Suite (Word, Excel, and PowerPoint) as well as Opera Cloud.
• Fluent in English (written and spoken). A foreign language is advantageous.

Proven abilities in:

• Guest relations.
• Sales – Ability to upsell the hotel facilities and outlets.
• Time and workflow management.
• Highly experienced in employee management.
• Effective decision-making and judgment.
• Conflict resolution.
• Interpersonal communication skills.
• Delivery to required standards in a fast-paced and dynamic environment.