Front Office Manager

Fairmont Dallas; Dallas (TX); On-site; USD 89,000 - 115,000; Full time

Job summary

An established industry player in the hospitality sector is seeking a dedicated Front Office Manager to oversee the daily operations of the Front Desk and Royal Services. This pivotal role involves ensuring exceptional guest experiences, managing staff, and maintaining high service standards. With a focus on leadership and guest satisfaction, you will play a crucial role in enhancing the overall ambiance of the hotel. Join a team that values professional growth and offers a range of benefits while making a significant impact in the hospitality industry.

Benefits

Paid Time Off

Medical, Dental and Vision Insurance

401K Retirement Plan

Complimentary Shift Meal

Employee Benefit Card

Learning Programs

Career Development Opportunities

Qualifications

• Bachelor’s degree or equivalent experience required.
• Previous supervisory experience in a 4-5 Star hotel preferred.

Responsibilities

• Manage Front Desk and Royal Services functions according to hotel standards.
• Ensure positive guest relations and resolve complaints promptly.
• Prepare weekly work schedules and monitor staff performance.

Skills

Guest Relations

Cashiering

Supervisory Skills

Sales Skills

Basic Arithmetic

Education

Bachelor’s Degree in Relevant Field

Job description

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Area Talent Acquisition Manager, North East and Mid Atlantic, Fairmont Hotels and Resorts

Front Office Manager

• Full-time
• Job-Category: Rooms
• Job Type: Permanent
• Job Schedule: Full-Time

Company Description

Fairmont Dallas, located in the Arts District of downtown Dallas, offers 545 elegant guestrooms and suites, with over 73,000 square feet of flexible meeting space. For over 50 years, Fairmont Dallas has been the setting for countless civic, social cultural, convention and corporate events, setting the stage for countless memories.

Job Description

Responsible for the management of all aspects of the Front Desk and Royal Services functions, in accordance with hotel standards. Directs, implements and maintains a service and leadership philosophy, which serves as a guide to respective staff.

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Basic knowledge of surrounding area.
• Maintain complete knowledge at all times of:
• all hotel features/services, hours of operation.
• all room types, numbers, layout, decor, appointments and location.
• all room rates, special packages and promotions.
• daily house count and expected arrivals/departures.
• room availability status for any given day.
• scheduled in-house group activities, locations and times.
• all hotel and departmental policies and procedures.
• Access all functions of the computer system.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff is knowledgeable on such.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjust schedules throughout the week to meet the business demands.
• Ensure that staff reports to work as scheduled. Document any late or absent employees.
• Coordinate breaks for staff.
• Assign work duties to staff.
• Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
• Inspect grooming and attire of staff; rectify any deficiencies.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Constantly monitor staff performance in all phases of service and job functions; rectify any deficiencies with respective personnel.
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist staff with their job functions to ensure optimum service to guests.
• Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
• Adhere to hotel requirements for guest/colleague accidents or injuries and in emergency situations.

Qualifications

• Bachelor’s degree in a relevant field or a combination of equivalent education and/or experience is required.
• Ability to suggestively sell.
• Previous guest relations training.
• Previous experience in cashiering.
• Previous supervisory experience, preferably a 4-5 Star/Diamond style hotel.
• Fluency in English, both verbal and non-verbal.
• Compute basic arithmetic.

Additional Information

What’s in it for you:

• Paid time off
• Medical, Dental and Vision Insurance
• 401K Retirement Plan
• Complimentary Shift Meal
• Employee benefit card offering discounted rates in Accor worldwide.
• Learning programs through our Academy designed to sharpen your skills.
• Ability to make a difference through our Corporate Social Responsibility activities, such as Planet 21
• Career development opportunities with national and international promotion opportunities

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Hospitality

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