Company Description
Why work for Fairmont?
At Fairmont, our passion is to connect our guests to the very best of our destinations. From the beaches of Hawaii to the deserts of the United Arab Emirates to the heart of London, our hotels offer guests extraordinary places, created by combining unique architecture, expressive decor and artistry, and magnificent features. Add engaging service, and the result is an unforgettable guest experience.
Job Description
If you enjoy a job where every day is different, then Overnight Front Office Manager is the role for you! As an Overnight Front Office Manager, you will lead the front office team by demonstrating exemplary guest service and follow through. You will be essential in creating an environment where the team is motivated and creative, ensuring guests have a pleasant experience throughout their stay.
What you will be doing:
* Consistently offer professional, friendly and engaging service
* Provide a warm welcome and assist guests according to Fairmont Hotels & Resorts Brand Standards
* Assist the Director of Front Office in all aspects of the department and ensure service standards are followed
* Manage the operation and make decisions in the absence of senior leadership
* Familiarize with all policies and procedures relating to the Front Desk, Security, Reservations, Guest Services and Food & Beverage, providing hands-on support as needed
* Ensure that the entire Front Office and the surrounding areas including Lobby, Concierge, and Front Desk are continuously clean and tidy
* Provide managerial support for Front Desk and Guest Services in the daily operational duties for these areas in the absence of the department managers
* Ensure proper staffing and scheduling of all Front Office colleagues in accordance with productivity guidelines
* Inspire all hotel staff to achieve luxury levels of performance
* Act as an ambassador of Fairmont Hotels & Resorts by providing an excellent first impression
* Communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation
* Be an integral part of the management team, attend all scheduled meetings and contribute actively with proper preparation
* Train Front Desk Colleagues and fulfill training role in the absence of the trainer
* Drive rate and RevPar through upselling room types
* Resolve guest complaints and concerns with a solution that is tailored to the guests and is solved in a timely manner
* Assist the Front Office and Accounting Teams in the completion of Daily Accounting, IT and Audit work
* Generate and distribute management reports
* Assist guests with any comments, questions, or concerns during their stay
* Make recommendations for activities and restaurants
* Assist with luggage and transportation inquiries
* Enroll guests to Accor Live Limitless loyalty program and update profiles when applicable
* Liaise with other Departments in regards to special Guest requirements (i.e. Guest Services, Guest Experience, Housekeeping, In Room Dining, and Engineering)
* Be present at the Reception desk whenever possible
* Deal promptly and effectively with any complaints
* Coordinate arrivals and departures, monitor waiting times, always keep guests informed and ensure that they are as comfortable as possible
* Conduct a handover at the end of each shift with relieving staff, informing them of any special requirements or problems
* Liaise with Housekeeping as to which rooms do not need to be turned down if occupancy allows
* Liaise with Guest Services to ensure swift baggage dispatch and collection
* Follow up on late cancellations and no shows and charge when appropriate
* Check the next day’s arrivals correspondence, confirming car, restaurant and theatre bookings and ensure that all guest needs are dealt with satisfactorily
* Coordinate with Rooms Controller on all room allocations, ensuring effective communication of these with Front Desk Agents
* Deal with room moves, and ensure seamless communication of these with the relevant departments
* Check potential room revenue for any discrepancies and do necessary corrections
* Balance the inventory (room types) for the next day
* Maintain amicable and co-operative working relations with all other departments
* Identify any training needs of Front Desk Team and create action plans to develop the team’s skills
* Ensure enough supplies of all stationary items are in storage
* Organize workflow and ensure that associates understand their duties or delegated tasks
* Visually observe associate productivity and provide constructive feedback and coaching when applicable
* Determine and communicate necessary projects for operation or cleanliness
* Train new Front Desk Agents (onboarding and continuing training)
* Train colleagues on correct procedures as required
* Develop colleagues in order for them to learn and grow
* Ensure staffing levels are appropriate for hotel occupancy, arrivals, and departures
* Ensure all appropriate paperwork is received from guests and colleagues for accounting
* Prioritize the daily activities of the Front Desk Team
* Assist in ensuring breaks are taken as scheduled
* Ensure cleanliness, safety and order in all Front Desk areas and report and action deficiencies as necessary
* Contact guests via preferred method in the lobby, dining area, or other parts of property
* Familiarize with Hotel’s technology and communication platforms, and utilize to ensure hotel operation and guest satisfaction
* Familiarize with Fairmont Century Plaza, all the facilities and services offered
* Follow all safety and sanitation policies
* Other duties as assigned
What is in it for you:
* Salary Range: USD$85,000 to USD$100,000 gross.
* Discounted hotel rooms, food & beverage rates and spa services to employees at our sister properties around the globe.
* Duty meal in our staff cafeteria and dry cleaning of work attire
* Learning programs through our Academies to promote growth and development so that you can perform at your full potential
* 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, like Planet 21 and WATCH
Qualifications
Qualifications:
* Ability to communicate fluently with our guests and colleagues
* Must be able to handle a multitude of tasks in an intense, ever-changing environment
* Ability to focus attention on guest needs, remaining calm and courteous at all times
* Strong knowledge of Opera Property Management System is an asset
* Computer literate in Microsoft Windows applications an asset
* Strong guest service orientation and training skills background required
* Experience with a Hotel loyalty program an asset
* Must be able to type 25 words per minute
* Must possess a professional presentation
* Must be flexible in terms of working hours
* Strong interpersonal and problem-solving abilities
* Highly responsible & reliable
* Ability to work well under pressure in a fast-paced environment
* Ability to research and investigate information to enable strategic decision-making
* Ability to work cohesively with fellow colleagues as part of a team
* Ability to use various computer software
* Ability to handle cash effectively and accurately
Education and Experience:
* University degree or College diploma in Hotel Management preferred
* Minimum of two years work experience in relevant discipline beneficial
* Minimum of one year work experience in a supervisory/management role beneficial
* Minimum of one year work experience in a luxury hotel beneficial
* Minimum of one year work experience as a Front Desk Supervisor preferred
Language Skills:
* Fluent spoken and written English
* Fluency in a second language is an asset
Mathematical Skills:
* Able to add, subtract, multiply, and divide all units of measure
Reasoning Ability:
* Ability to be observant with meticulous attention to detail
* Ability to follow instruction and work quickly and thoroughly
* Ability to think through situations in a rational manner while under pressure
* Logical and structured thinking, balancing budgetary and guest’s needs
* Ability to see the bigger picture and possible repercussions of decisions
* Being able to determine which department could best help the guest
* Staying calm when assisting a guest in emergency situations, and knowing what questions to ask
Physical Demands:
* Ability to walk, stand, kneel, and bend for up to 9 hours a day
* Ability to work under pressure and stress
* Ability to work at a fast pace
* Ability to ascend and descend stairs safely
* Ability to type on keyboard and use computer mouse
Additional Information
Your team and working environment:
What was true in 1966 remains true to this day: The Century Plaza Hotel is part of a visionary development intent on doing what others could only imagine. Previously deemed the “Western White House,” (as the only venue outside the White House to host state dinners), Century Plaza’s place in history remains unshakeable. A modernized take on luxury and elevated guest experience from product to people enlivens the real wow factor.
This experience begins with a new kind of workplace, one where the energy is contagious, the stories are invigorating, and the challenges present inspiring opportunities to make your mark. We provide an environment of trust, respect, and integrity. A home away from home. Where diversity and inclusion are celebrated. Privacy and personal information are protected. Through Accor’s Employee Value Proposition, we ensure fair treatment and a workplace free from discrimination & harassment.
Visa Requirements: Must provide proof of eligibility to be employed in the United States of America.
Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. We commit to a future where diverse identities are celebrated, and equitable and inclusive practices are woven into the fabric of everything we do as an organization.
Fairmont Century Plaza is an Equal Opportunity Employer EEO M/F/V/D.
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.
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS
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