Assistant Front Office Manager

The Fairmont Washington, D.C, Georgetown

Washington (District of Columbia)

On-site

USD 55,000 - 68,000

Full time

5 days ago

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Benefits offered by this job

Competitive salary

Paid time off

Medical, dental, and vision insurance

401K with company match

Employee discount worldwide

Job summary

The Fairmont Washington, D.C., Georgetown is seeking an Assistant Front Office Manager to oversee daily Front Office operations, guest services, and Royal Service. You will support the Front Office Manager and lead a team across reception, Front Office, and Fairmont Gold to deliver seamless, memorable experiences for guests in a luxury setting.

You will drive service excellence, manage staff performance and scheduling, and ensure loyalty programs are active.

Qualifications

Passion for guest service and leadership in a hotel setting.
Excellent written and verbal communication and interpersonal skills.
Highly organized, results-oriented, and able to work under pressure.
Degree or Diploma in Hospitality Management is an asset.
Minimum of 1-year supervisory experience.
Experience with a hotel loyalty program is an asset.
Computer proficiency in Windows (Word, Excel, PowerPoint).

Responsibilities

Lead Front Office team and ensure service standards.
Promote loyalty and upsell programs.
Balance staffing and scheduling per productivity guidelines.
Oversee payroll, timekeeping, and shift handovers.
Coordinate with other departments to ensure guest satisfaction.
Manage complaints with effective resolution and coaching.

Skills

Guest service

Leadership

Communication

Organization

Supervisory experience

Education

Hospitality Management degree (asset)

Tools

Micros Fidelio

MS Office

Job description

Company Description

Fairmont Hotels & Resorts is a renowned luxury hotel brand with a global presence and a commitment to creating lasting memories for our guests. With over 30,000 colleagues worldwide, we are dedicated to delivering exceptional service, fostering a culture of excellence, and making special happen.

Hotel Overview:

Discover the wonder of Washington, D.C. from your perfect home base in the heart of charming Georgetown. Washington, D.C. is a center of power that has shaped world history, a big city with a small-town feel, and a vibrant hub for exciting social, dining, and cultural scenes. Experience it all from an iconic neighborhood hotel that will feel like your own private residence in the heart of the Capital.

Job Description

The Assistant Front Office Manager provides managerial support for Reception/Front Office, Royal Service, Fairmont Gold and Guest Services in the daily operational duties for these areas, assisting the Front Office Manager in the daily managerial tasks for the front office, ensuring a seamless experience for the guest in all areas.

Lead by example to sustain an environment and positive colleague relations.
To understand and promote the hotel's and departmental vision
Ensures that all Front Office policies and procedures are adhered to.
Provide direction and support to Front Office supervisory positions and colleagues in their daily tasks relating to their roles.
Responsible to balance operational, administrative and colleague needs.
Responsible for ensuring consistency in exceeding guest service expectations.
Creates an environment that allows colleagues to achieve job fulfillment and provides a path for career development with Fairmont & Raffles.
Develops strong teams through active involvement in the operations and through the development and support of a continually evolving team.
Ensure loyalty/VIP procedures are being met or exceeded on a daily basis for all loyalty /VIP guests
Energize the brand by promoting our guest loyalty program
Maximize our brand by promoting our upsell programs
Reviews Arrival Detail report and VIP's to ensure all special requirements are met or exceeded
Develop and maintain standards for the department, while adhering to Fairmont's core standards
Ensure that all Front Office team have the supplies needed to perform their duties.
To provide continuity of management in complaint handling, both face to face, via telephone and in writing, depending on the situation and requirement
Communicate and liaise effectively with other leaders in the department and hotel
Responsible to balance operational, administrative and colleague needs.
Responsible for ensuring consistency in exceeding guest service expectations.
Ensure proper staffing and scheduling of all Front Office colleagues in accordance to productivity guidelines
Communicates through pre-shift, logs, emails and departmental operational meetings all pertinent information for the respective shift and areas of operation.
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.
Controls and provides feedback on labour and operational expenses
Ensure all daily, monthly and quarterly reporting is completed on a timely basis
Ensure review of daily payroll punches and edits as necessary, record time and attendance occurrences for all colleagues in Time and Attendance Log
Review, verify and react to all group resumes, checking billing, room types, arrival, departure dates, and VIP designations, ensuringthat each of them has a checklist attached and it has been completed.
Adhere to and sign off on all cash handling, balancing of shift closings, and adjustments
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
Effectively maximizes inventory levels during high occupancy/sold out nights
Adheres to and promotes the Company's health and safety policies to ensure a safe work environment and knowledgeable all safety and emergency procedures
To be informed and compliant with all forms of hotel systems and technology, Internet access, telephones and able to resolve issues
To take a full and accurate handover from the previous shift ensuring that all necessary follow-up is recorded and auctioned
To be fully conversant with the day's events and respond promptly to the service needs of guests
To be aware of all disabled guests, ensuring that we provide easy and efficient access to the hotel using equipment designed for this process e.g. stair climbing machine and ramp
To ensure that any arising staff issues are dealt with effectively.
Complete with accuracy and timeliness any and all project related work designated by the Director, Front Office

What's in it for you:

Competitive Salary
Paid Time Off
Medical, Dental and Vision Insurance, 401K
Employee benefit card offering discounted rates in Accor worldwide
Learning programs through our Academies
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

Rate of Pay: $55,000-$68,000

Qualifications

Passion for guest service
Excellent written and verbal communication, interpersonal and leadership skills
Highly organized, results-oriented with the ability to be flexible and work well under pressure
Degree or Diploma in Hospitality Management is an asset
Minimum of 1-year previous proven supervisory experience
Must have the ability to handle a multitude of tasks and guest requests
Knowledge of Micros-Fidelio Property Management System an asset
Should possess or seek certification in basic first aid
Strong guest service orientation and training skills background required
Ability to work independently and prioritize responsibilities
Experience with a hotel loyalty program and asset
Computer proficiency in a Windows environment (Word, Excel, PowerPoint)
Must be legally authorized to work in the United States without sponsorship