Director of Front Office

Fairmont Pittsburgh; Pittsburgh (Allegheny County); On-site; USD 65,000 - 105,000; Full time

Benefits offered by this job

Competitive salary

Flexible benefits

Employee rates at Accor properties

Learning programs through our Academie

Talent development opportunities

Job summary

Fairmont Pittsburgh is seeking an experienced Front Office Manager to lead the guest services team in our luxury property. You will oversee Front Desk, Guest Services and Royal Service to maximize guest satisfaction and revenue.

The role requires strong leadership, knowledge of Micros PMS, and a focus on brand standards and staff development to maintain exceptional guest experiences at a renowned luxury hotel in Pittsburgh.

Qualifications

• Front Office Manager experience preferred, management at a luxury property an asset.
• Experience working with OPERA PMS CLOUD advantageous.
• Must have excellent computer and troubleshooting skills.
• Excellent organizational skills.
• Outstanding communication skills - oral and written.
• Excellent interpersonal skills.
• Displays a team philosophy and leads by example.
• Excellent problem solving skills.
• Ability to remain calm under pressure.
• Strong attention to detail.

Responsibilities

• Ensure smooth operation of all Front Office functions and related services.
• Coordinate Front Desk, Guest Services and Royal Service on duty.
• Seek feedback on guest satisfaction and resolve issues.
• Maintain high guest service standards across Front Office departments.
• Monitor house count to maximize revenue and occupancy.
• Oversee VIP and Loyalty guest room assignments and reports.
• Assist in VIP guest escort and room inspections when possible.
• Handle guest credit requests with Night Manager and Accounting.
• Work with Front Office leadership to ensure smooth shift transitions.
• Maintain daily event logs and key inventory control.
• Assist in safety manuals and operating hours documentation.
• Know Micros PMS and Front Office systems.
• Oversee concierge program.
• Promote team spirit and provide feedback.
• Recruit Front Office positions.
• LQA and other brand standards.
• Loyalty program involvement.
• Liaise with valet and parking services.
• Conduct performance reviews and disciplinary actions.
• Participate in Service Excellence committee.
• Develop and mentor Front Office Leaders.
• Design and follow up on incentive programs.
• Conduct monthly department meetings.
• Facilitate colleague training.
• Contribute to a fun, positive work environment.
• Encourage participation in events.
• Assist with IT functions (PCs, servers, networking).
• Monitor and improve RPS.
• Provide professional, engaging and friendly service.
• Other duties as assigned.

Skills

Front Office Manager experience

OPERA PMS CLOUD

Computer skills

Organizational skills

Communication skills

Interpersonal skills

Team leadership

Problem solving

Calm under pressure

Attention to detail

Tools

OPERA PMS CLOUD

Job description

Fairmont Pittsburgh, a 4 diamond LEED certified luxury hotel, is located at the heart of Pittsburgh’s business, cultural and retail hub. Fairmont Pittsburgh offers superb and distinctive guest services and accommodations in a luxury setting.

Drawing from Pittsburgh’s rich history, fl.2 showcases a wide selection of local beers, craft cocktails, and an elevated Modern American menu with unique signature items that have the power to transform guests into regulars. Vibrant and inviting, the restaurant and bar offers a space that allows for an open, airy atmosphere with a modern framework incorporated with architectural elements.

Job Description

• 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.
• Co-ordinate Front Desk, Guest Services and Royal Service departments while on duty to ensure the smooth 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.
• Handle guest requests for credit with Night Manager and Accounting.
• Work closely with the Assistant 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.
• Knowledgeable of all policies, procedures and systems, including Micros PMS relating to all Front Office Departments
• Oversee concierge program.
• Promote a cooperative team spirit amongst colleagues by listening, giving positive feedback, monitoring and ensuring follow up.
• Responsible for recruiting Front Office positions.
• LQA and other brand standards.
• ALL – Loyalty program.
• Liaise and audit – valet and parking services.
• Responsible for colleague performance reviews and progressive disciplinary action.
• Participate in the Service Excellence committee
• Development and mentor Front Office Leaders.
• Design, implement, and follow up on colleague incentive programs.
• Conducts monthly department meetings with the Front Desk and Guest Services colleagues.
• Facilitate and manage colleague training as necessary
• Contribute to a fun, positive work environment for the Front Office Team and other colleagues
• Encourages colleague participation in special events.
• Assist with IT functions, including but not limited to: configuration of PC’s, server/system updates, basic networking, troubleshooting, etc.
• Monitor and improve RPS.
• Consistently offers professional, engaging and friendly service
• Other duties as assigned

Qualifications

Your Skills and Qualifications Include:

• Front Office Manager experience preferred, management at a luxury property an asset
• Experience working with OPERA PMS CLOUD advantageous
• Must have excellent computer and troubleshooting skills
• Excellent organizational skills
• Outstanding communication skills - oral and written
• Excellent interpersonal skills
• Displays a team philosophy and leads by example
• Excellent problem solving skills
• Ability to remain calm under pressure
• Strong attention to detail

Additional Information

What is in it for you:

• Competitive salary and flexible benefit plans
• Employee rates at Accor properties available 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. Including WATCH

Our Commitment to Diversity & Inclusion

Fairmont Pittsburgh is an equal opportunity employer. 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/