Assistant Director of Front Office

Job Description

<strong><u>Company Description</u></strong><p><br></p>#BeLimitless<p><br></p>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.<p><br></p>By joining an Accor brand, every chapter of your story is yours to write and together we can imagine tomorrow’s hospitality.<p><br></p>Do what you love; care for the world; dare to challenge the status quo! #BELIMITLESS<p><br></p><strong><u>Responsibilities</u></strong><p><br></p><strong>Job Description</strong><p><br></p>The Assistant Director of Front Office provides managerial support for Reception/Front Office, Royal Service, Guest Services in the daily operational duties for these areas, assisting the Director of Front Office in the daily managerial tasks for the front office, ensuring a seamless experience for the guest in all areas.<p><br></p><ul><li>Ensures that all Front Office policies and procedures are adhered to</li><li>Ensure loyalty/VIP procedures are being met or exceeded on a daily basis for all loyalty /VIP guests</li><li>Coordinate the Arrival, Stay and Departure experience for all loyalty/VIP guests to ensure a seamless experience</li><li>To understand and promote the hotel’s and departmental vision</li><li>Lead by example to sustain an environment and positive colleague relations</li><li>Develop and maintain standards for the department, while adhering to Fairmont’s core standards</li><li>Provide direction and support to Guest Services Manager, Duty Managers, Front Office supervisory positions and colleagues in their daily tasks relating to their roles</li><li>Ensure that all Front Office team have the supplies needed to perform their duties</li><li>Communicate and liaise effectively with other leaders in the department and hotel</li><li>Creates an environment that allows colleagues to achieve job fulfillment and provides a path for career development with Fairmont Hotels &amp; Resorts. Develops strong teams through active involvement in the operations and through the development and support of a continually evolving team.</li><li>Responsible to balance operational, administrative and colleague needs</li><li>Responsible for ensuring consistency in exceeding guest service expectations</li><li>Energize the brand by promoting our guest loyalty program</li><li>Ensure proper staffing and scheduling of all Front Office colleagues in accordance to productivity guidelines</li><li>Communicates through pre-shift, logs, emails and departmental operational meetings all pertinent information for the respective shift and areas of operation</li><li>Reviews arrival reports and VIP’s to ensure all special requirements are met or exceeded</li><li>Conduct colleague performance evaluations on a timely basis, including corrective action and coaching. Directly influences the future effectiveness of the hotel through involvement in recruitment, hiring, training and motivation of Front Office colleagues.</li><li>Controls and provides feedback on labour and operational expenses</li><li>Support daily and weekly selling strategy in accordance with yield recommendations and promotes maximizing of revenue and occupancy on a daily basis</li><li>Ensure all daily, monthly and quarterly reporting is completed on a timely basis</li><li>Ensure review of daily payroll punches and edits as necessary, record time and attendance occurrences for all colleagues in Time and Attendance Log</li><li>Review, verify and react to all group resumes, checking billing, room types, arrival, departure dates, and VIP designations. Ensure that each of them has a checklist attached and it has been completed.</li><li>Adhere to and sign off on all cash handling, balancing of shift closings, and adjustments</li><li>Maximize our brand by promoting our upsell programs</li><li>Ensure all welcome calls and reservation confirmation calls are being completed by Royal Service daily and it is being maintained consistently</li><li>Maintain and report deficiencies in the department and knowledge of all safety and emergency procedures</li><li>Effectively maximizes inventory levels during high occupancy/sold out nights</li><li>Adheres to and promotes the Company’s health and safety policies to ensure a safe work environment and knowledgeable all safety and emergency procedures</li><li>Cover Duty Manager shifts as required</li><li>Attend monthly Credit meetings and ensure all accounting procedures are adhered to throughout the department, including monitoring guest balance and city ledger accounts</li><li>Coordinate with the Front Office and Housekeeping to ensure VIP and Fairmont President’s Club preferences are consistently met</li><li>To provide a visual management presence in the hotel Lobby</li><li>To ensure the safe running of the hotel</li><li>To provide continuity of management in complaint handling, both face to face, via telephone and in writing, depending on the situation and requirement</li><li>To be informed and compliant with all forms of hotel systems and technology, Internet access, telephones and able to resolve issues</li><li>To take a full and accurate handover from the previous shift ensuring that all necessary follow-up is recorded and auctioned</li><li>To ensure that an accurate Royal Service and Department guest logbook, providing a written log of the day’s guest related issues, is maintained to report to General Manager and Executive Team</li><li>To be fully conversant with the day’s events and respond promptly to the service needs of guests</li><li>To be aware of all disabled guests, ensuring that we provide easy and efficient access to the hotel using equipment designed for this process Eg. stair climbing machine and ramp</li><li>As a trained a First Aider, be able to assist guests and staff in the case of medical emergency ensuring a quick and knowledgeable response</li><li>To ensure that any arising staff issues are dealt with effectively. Should the staff issue result in gross misconduct, and in the absence of Human Resources, the Assistant Manager has the authority to suspend with the completion of the appropriate paperwork. Human Resources will then follow up,</li><li>To be informed and trained in the resolution of guest IT issues</li><li>To have an understanding of the Front Office and accounting procedures in order to deal with financial issues and their resolution ensuring guest satisfaction whilst adhering to set procedures</li><li>Must be able to understand the process of achieving the best possible profitability and maximizing of revenue in Rooms and Food &amp; Beverage Departments</li><li>Assist Guest Services Manager in their daily tasks as required</li><li>Deputizes for the Director of Front Office when required</li><li>Complete with accuracy and timeliness any and all project related work designated by the Director of Front Office</li></ul><p><br></p><strong><u>Qualifications</u></strong><p><br></p><strong>Qualifications:</strong><p><br></p><ul><li>Passion for guest service</li><li>Excellent written and verbal communication, interpersonal and leadership skills</li><li>Highly organized, results-oriented with the ability to be flexible and work well under pressure</li><li>Degree or Diploma in Hospitality Management is an asset</li><li>Bilingual in English and ***local language***</li><li>Minimum of 1 year previous proven supervisory experience</li><li>Must have the ability to handle a multitude of tasks and guest requests</li><li>Knowledge of Opera Property Management System an asset</li><li>Should possess or seek certification in basic first aid</li><li>Strong guest service orientation and training skills background required</li><li>Ability to work independently and prioritize responsibilities</li><li>Experience with a hotel loyalty program and asset</li><li>Computer proficiency in a Windows environment (Word, Excel, PowerPoint)</li></ul>