Front Office Leader: Elevate Guest Service & Team

AccorHotel; San Francisco (CA); On-site; USD 86,900 - 104,200; Full time

Job summary

Fairmont Hotels & Resorts in San Francisco is seeking an Assistant Front Office Manager to lead the front desk team, deliver exceptional guest service, and uphold our service standards. Reporting to the Director of Front Office, you will train staff, supervise operations, and drive guest satisfaction.

The ideal candidate has a bachelor’s degree, 2–3 years in front desk roles with supervisory experience, English fluency, and proficiency with Opera Cloud and Windows, with flexibility to work

Qualifications

• Bachelor’s degree in a relevant field or a combination of equivalent education and/or experience is required
• Fluency in English
• 2–3 years of front desk or guest services experience with at least 1 year in a supervisory capacity
• Experience with Opera Cloud is an asset
• Willingness to work evenings, weekends, and holidays
• Strong communication and leadership skills

Responsibilities

• Oversee and support the daily operations of the Front Office
• Consistently offer professional, friendly and engaging service
• Assist guests regarding hotel facilities in an informative and helpful way
• Supervise and motivate Front Office staff, ensuring they are well-trained, efficient, and provide exceptional guest experiences
• Pro-actively supports achievement of hotel metrics, including the Front Desk upsell program and enrolling members in the hotel loyalty program
• Assist in resolving guest complaints, issues, or requests in a timely and effective manner
• Maintain Fairmont service standards through audits and daily coaching
• Conduct performance evaluations and provide coaching to team members
• Assist in scheduling and managing staff shifts, ensuring adequate coverage during peak times
• Communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation
• Provide training to new front desk staff members and ensure ongoing development of team members
• Keep up-to-date on industry trends, hotel systems, and service standards and make recommendations for improvements
• Ensure the public areas are presentable at all times
• Ensure compliance with hotel policies and procedures, including safety and security regulations
• Other duties as assigned

Skills

Guest service

Communication

Leadership

Organization

Problem solving

Adaptability

Multitasking

Team training

Education

Bachelor’s degree

Tools

Opera Cloud

Windows Office

Job description

Fairmont Hotels & Resorts in San Francisco is seeking an Assistant Front Office Manager to lead the front desk team, deliver exceptional guest service, and uphold our service standards. Reporting to the Director of Front Office, you will train staff, supervise operations, and drive guest satisfaction.

The ideal candidate has a bachelor’s degree, 2–3 years in front desk roles with supervisory experience, English fluency, and proficiency with Opera Cloud and Windows, with flexibility to work