Front Office Manager

Company Description

Why work for Accor? We are more than a worldwide leader. We welcome you as you are, and you can find a job and brand that match your personality. We support your growth and learning every day, ensuring work brings purpose to your life. During your journey with us, explore Accor's limitless possibilities.

About Fairmont Hotels & Resorts: At Fairmont Hotels & Resorts, we offer our guests the finest hospitality experiences at each destination. We believe that to serve our guests best, we must also offer our employees the best. We provide exceptional work opportunities across North America, the Caribbean, Europe, Africa, the Middle East, and Asia Pacific, along with industry-leading training, career development, recognition, and rewards. Our collection includes landmark hotels like London's The Savoy, New York's The Plaza, and Shanghai's Fairmont Peace Hotel. Guided by values of Respect, Integrity, Teamwork, and Empowerment, we uphold high ethical and quality standards, treating all colleagues with fairness and dignity. As a community and environmental leader, Fairmont is committed to responsible tourism and green initiatives. An exciting future awaits!

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

Job Description

Position Overview

Reporting to the Senior Front Office Manager, the successful candidate will ensure the highest level of guest service and maintain standards across all Front Office positions. The Front Office Manager will guide the department in achieving strategic goals, serve as a resource for hotel operations, maximize revenue, manage costs, and lead a motivated team of managers. They will also support the Guest Experience Manager in enhancing the overall guest experience.

Key Responsibilities and Duties

• Maintain and operate department procedures and systems effectively.
• Continuously evaluate and improve Standard Operating Procedures.
• Audit and develop guest information data on Opera.
• Drive standards of Leading Hotels of the World and ALL Loyalty programs.
• Create an environment supporting innovation and operational improvements.
• Proactively implement new ideas and technologies to streamline productivity and enhance guest experience within budget.
• Ensure effective communication between departments.
• Oversee PMS operations and related interfaces.
• Build and strengthen relationships with agents.
• Model organizational values and standards.
• Reduce departmental glitches and revenue loss.
• Encourage use of the “Generosity Pot” across departments.
• Manage operations in the absence of the Executive and Department Heads.
• Lead ad hoc project teams and participate in on-the-job training and coaching.
• Maintain thorough knowledge of hotel services and standards.
• Uphold high standards of service, appearance, and social skills according to company policy.
• Collaborate harmoniously with all departments and assist others as needed.
• Attend mandatory training workshops.
• Be familiar with policies, procedures, house rules, standards, and emergency protocols.
• Perform any other duties as assigned by the Director of Rooms Division.

Qualifications

Job Requirements and Qualifications:

• Matric/Grade 12 or equivalent.
• A hospitality management or similar qualification is highly advantageous.
• Minimum 3 years management experience, preferably in a 5-star environment.
• Proficient in MS Office Suite and Opera Cloud.
• Fluent in English (written and spoken); additional languages are a plus.

Proven abilities in:

• Guest relations
• Upselling hotel facilities and outlets
• Time and workflow management
• Employee management
• Effective decision-making and judgment
• Conflict resolution
• Interpersonal communication
• Delivering standards in a fast-paced environment