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About Fairmont Hotels & Resorts: At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. We know that to offer our guests the best, we first need to offer our employees the best. That is why you'll find exceptional work opportunities-throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific-as well as industry-leading training, career development, recognition and rewards, Fairmont Hotels & Resorts is a celebrated collection of hotels that included landmark locations like London's The Savoy, New York's The Plaza and Shanghai's Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment: we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. A community and environmental leader, Fairmont is also regarded for responsible tourism practices and award-winning Green Partnership program. An exciting future awaits!
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Job Description
Position Overview
Reporting to the Senior Front Office Manager, the successful candidate will be responsible for ensuring we provide the highest level of guest service and ensuring that standards are maintained for all positions within the Front Office departments. The Front Office Manager will be responsible to guide the department in achieving our strategic directions through continual focus and reference to these strategies and our vision. The Front Office Manager also serves as a resource to the overall operations of the hotel by providing assistance and direction as needed. The Front Office Manager will be responsible to maximize revenue opportunities throughout the department while managing cost across the board. The Front Office Manager will also lead and drive forward a motivated team of managers within the department and continuously look for ways to enhance growth and development for future leaders. He/She will also support the Guest Experience Manager for the maintaining and continuous improvement of the overall guest experience.
Key Responsibilities and Duties
- Ensuring department procedures and systems are maintained and effectively operated.
- Continuously evaluates department Standard Operating Procedures.
- Audit and development of guest information data on Opera.
- Drive Leading Hotels of the World and ALL Loyalty standards.
- Creating an environment that supports innovation and look for opportunities to improve operations.
- Pro-actively try out new ideas and technologies that would streamline productivity and enhance overall guest experience in line with the budget and capex submission.
- Ensure productive and efficient communication between departments.
- To ensure effective running of PMS and all related interfaces
- Building and improving on relationships with agents.
- Models the Organizational Values and Grace Memorandum.
- Reduction of departmental glitches to an acceptable weekly standard by minimizing revenue loss
- Encouraging the use of the “Generosity Pot” across departments
- Has operational managerial responsibility over all departments in the absence of the Exec and Department Head.
- Has responsibility for ad hoc project teams.
- Participates in ad hoc On Job Training and coaching in departments to ensure effective service and operations.
- Has a thorough knowledge of the hotel and all services provided to the guest.
- Maintains the high standard of service, appearance and social skills set according to the company policy.
- Works in harmony with all departments and employees, is willing to assist others if and when required.
- Attends all training workshops as and when required and deemed Mandatory by the Director of Rooms Division.
- Is familiar with all policies and procedures, house rules, LHW standards, All Loyalty Program, fire, security, and emergency procedures as well as all checklists pertaining to the position.
- Performs any reasonable duty as instructed by the Director of Rooms Division
Qualifications
Job Requirements and Qualifications:
- Matric/Grade 12 or equivalent is a prerequisite.
- A hospitality; management and/or similar qualification will be highly advantageous
- At least 3 years Management experience; preferably gained in a 5 star environment
- Computer literate on the MS Office Suite (Word, Excel and PowerPoint) as well as Opera Cloud
- Fluent in English (written and spoken). A foreign language is advantageous.
Proven abilities in:
- Guest relations
- Sales – Ability to Upsell the hotel facilities and outlets.
- Time and workflow management
- Highly experienced in employee management
- Effective decision-making and judgement
- Conflict resolution
- Interpersonal communication skills
- Delivery to required standards in a fast-paced and dynamic environment.