Assistant Front Office Manager, Full-time

Accor Hotels; Victoria; On-site; CAD 30,000 - 60,000; Full time

Job summary

A luxury hotel company in Victoria, Canada, is seeking an Assistant Front Office Manager to ensure smooth operations of the Front Office department. The ideal candidate will have extensive knowledge of front office procedures, leadership experience, and excellent interpersonal skills. This full-time role offers a competitive salary starting at $65,000 and numerous employee benefits, including discounted rates at Accor properties worldwide.

Benefits

Employee benefit card for discounted rates

Exclusive access to food and beverage discounts

Complimentary meal during shift

Access to comprehensive benefits and wellness programs

Qualifications

• Must be able to work well under pressure in a fast-paced environment.
• Must possess excellent interpersonal and motivational skills.

Responsibilities

• Oversee Front Office daily operations as 'manager on duty'.
• Coaching and development of Colleagues to ensure service standards are met.
• Liase with key departments for smooth guest experiences.
• Responsible for guest issues/complaints and communication.
• Participate in recruiting new team members.

Skills

Excellent knowledge of Front Office Procedures

Knowledge of Micros Fidelio Opera

Previous leadership experience

Highly organized and flexible

Excellent interpersonal skills

Second language is an asset

Education

Degree/Diploma in Hospitality Management

Tools

Microsoft Office Applications

Job description

Company Description

Recognized as the #1 Best Canadian Hotel in Travel + Leisure's 2024 World's Best Awards, Fairmont Empress is located in Victoria, BC, overlooking the city's sparkling Inner Harbour. A Forbes recommended and MICHELIN key hotel that offers 431 beautifully appointed guest rooms and suites, Fairmont Spa with signature West Coast experiences, and Q at the Empress featuring Pacific Northwest cuisine, an award-winning wine list, and regionally focused cocktail culture. World-famous Tea at the Empress is served in the Lobby Lounge with stunning harbour views.

The magnificent property completed a $60+ million restoration in 2017 that celebrated its proud history while moving the hotel into a new era of modern luxury and transforming the iconic property into a must-visit destination. In 2023, the property introduced a revamped Fairmont Gold Experience, including a major renovation to the Fairmont Gold floor. 88 Fairmont Gold roomsand a newly renovated lounge are ready to accommodateguests. Located on Vancouver Island, Canada's Castle on the Coast is the ideal starting point to explore British Columbia's stunning natural and expansive beauty. Historic Hotels Worldwide recognizes the property's prestigious grounds as the Top 25 Most Magnificent Gardens in the World.

Job Description

ASSISTANT FRONT OFFICE MANAGER

Reporting to the Director of Front Office, the role of AFOM is responsible for a seamless operation of the Front Office department at all times.

What is in it for you

• Employee benefit card offering discounted rates at Accor properties worldwide and additional benefits for Fairmont and Raffles colleagues
• Exclusive Employee and Friends & Family Discounts at Fairmont Hotel Vancouver
• Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler
• Opportunity to develop your talent and grow within your property and across the world!
• Complimentary meal during your shift through our Colleague Dining Program
• Complimentary uniform laundering
• Access to our comprehensive benefits and wellness programs, including extended healthcare benefits and RMT, dental, vision, and complimentary counseling, wellness sessions, financial and family planning through LifeWorks
• Access toour company-matchedDefined ContributionPension Plan(DCPP)
• Opportunity to develop your talent throughcoaching andour Leadership Mentoring Programs
• Competitive salary starting at $65,000 depending on experience level

What you will be doing

• Supporting company and hotel policies and procedures including the promoting and participation in Colleague Engagement, Health and Safety, Voice of Guest, Forbes Luxury Standards, and ALL Loyalty Program
• Participating in scheduling, ordering, and financial reporting
• Ability to work effectively and provide leadership in a management team with shared responsibilities.
• Oversee Front Office daily operations as “manager on duty”, with direct accountability for leadership of Front Office operations (Front Desk, Guest Services, Reservations, and Royal Service).
• Coaching and development of Colleagues to ensure service standards and goals are met and exceeded
• Responsible for ensuring that all guest issues/complaints receive prompt action and follow up and are communicated effectively to all relevant areas.
• Taking charge of Groups and Tours from a Front Office perspective from pre-convention meetings to on-site support for Directors and Guests
• Liaise with key departments (Housekeeping, Food & Beverage, Royal Service, Reservations and Sales and Conference Services) to ensure smooth sense of arrival and departure.
• Participating in interviewing, recruiting and selection of new team members
• Liaise with VIP parties, special attention guests, ensuring that accommodation is in order, inspecting where necessary, greet, escort and contact when possible upon arrival.
• Liaise with the F&B team to ensure proper communication of amenities and guest requests.
• Attendance at all required Hotel meetings.
• Thorough knowledge of emergency procedures and general crisis situation procedures
• All other duties as assigned.

Qualifications

• Excellent knowledge of Front Office Procedures
• Knowledge of Micros Fidelio Opera and Microsoft Office Applications
• Previous leadership experience required
• Highly organized, career and result oriented with the ability to be flexible with work hours including night shifts days off, assignments and additional duties.
• Must be able to work well under pressure in a fast-paced and constantly changing environment
• Must possess excellent interpersonal and motivational skills
• Second language is an asset
• Professional manner, positive and resilient personality and ability to work with minimal oversight
• Excellent interpersonal and communication skills, both written and verbal.
• Degree/Diploma in Hospitality Management or a university degree, a strong asset

Additional Information

Physical Aspects of Position (include but are not limited to)

• Constant standing and walking
• Occasional bending and kneeling
• Occasionalcarrying and lifting

Visa Requirements

Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Your team and working environment

Welcome to Canada’s Castle on the Coast. The Empress Hotel sits proudly at the centre of culture and history in Victoria, British Columbia. This is the best of all worlds – where contrast meets distinction, opulence blends harmoniously with the understated and fabled history meshes with contemporary affairs. This award-winning Victoria hotel and National Historic Site is an alluring blend of classic and contemporary, vintage and cutting-edge: Where Modern meets Iconic. Come join our wonderful team of hospitality experts!

Our commitment to Diversity & Inclusion

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

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. By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

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