About this role
As the Assistant Director of Front Office & Guest Services, you will partner with the Director of Front Office to oversee the daily operations of Front Desk, Bell Services, Guest Services, Royal Service, and VIP Experiences. You will play a critical role in ensuring seamless arrivals and departures, delivering personalized guest experiences, developing talented colleagues, optimizing revenue opportunities, and maintaining the highest standards of luxury hospitality. This position requires a confident and visible leader who can balance guest engagement, operational effectiveness, financial performance, and people development while fostering a culture of care, collaboration, and excellence.
What you will be doing:
Deliver Exceptional Guest Experiences
Lead by example in delivering warm, personalized, luxury service.Anticipate guest needs and create memorable moments throughout the guest journey.Manage VIP arrivals, special requests, and service recovery situations with professionalism and care.Monitor guest satisfaction results and implement strategies to continually elevate the guest experience.Ensure arrival, departure, and lobby experiences reflect Fairmont's luxury standards.Lead Front Office Operations
Oversee daily Front Office operations, ensuring efficiency, consistency, and service excellence.Monitor room inventory, occupancy levels, room assignments, and availability.Collaborate closely with Housekeeping and other operational departments to optimize room readiness.Ensure proper utilization of Opera PMS and other hotel systems.Review daily business levels, group arrivals, special events, and operational priorities.Drive Financial Performance
Support revenue optimization initiatives through inventory management and upselling strategies.Assist with occupancy forecasting, budgeting, labor management, and departmental planning.Monitor labor productivity and scheduling effectiveness.Ensure compliance with cashiering standards, payment processing procedures, and audit requirements.Identify opportunities to enhance profitability while maintaining exceptional service standards.Inspire and Develop Talent
Recruit, hire, onboard, coach, and mentor Front Office colleagues.Conduct performance reviews, developmental conversations, and succession planning initiatives.Foster a culture built on engagement, accountability, inclusion, and recognition.Lead daily line-ups and departmental meetings that inspire and align teams around service excellence.Support career development and growth opportunities for colleagues.Champion Safety & Operational Excellence
Ensure compliance with company policies, procedures, and service standards.Respond effectively to emergency situations and guest concerns.Partner with Security and Loss Prevention teams on safety-related matters.Maintain confidentiality of guest and business information.Promote a safe and positive working environment for colleagues and guests alike. Required Qualifications
Minimum two (2) years of Front Office leadership or management experience within a luxury, upscale, or resort hotel environment.Strong knowledge of Front Office operations, room inventory management, and guest service standards.Experience with Opera PMS, Oracle Hospitality, or similar hotel management systems.Proven leadership experience with employee coaching, development, and performance management.Excellent communication, interpersonal, and conflict-resolution skills.Strong organizational and analytical abilities.Ability to manage multiple priorities while maintaining a calm and professional presence.Self-motivated, results-oriented, and highly guest-focused.Preferred Qualifications
Bachelor's Degree in Hospitality Management, Hotel Administration, Business Management, or a related field.Luxury resort experience.Forbes Five-Star and/or AAA Five Diamond experience.Revenue management or yield management experience.CPR and First Aid Certification.Multilingual communication skills. Salary Range: $100,000 - $110,000 USD
Visa Requirements: Must be legally eligible to work in the United States. The hotel is unable to assist candidates in obtaining U.S. work authorization.
Your team and working environment: Join a collaborative team dedicated to delivering exceptional luxury experiences. You will work alongside passionate Heartists who support one another, anticipate guest needs, and bring our commitment to Make Special Happen to life every day.
Be Part of Something Special
This is more than a job. It is an opportunity to build meaningful connections, inspire exceptional service, and become part of a legendary luxury hospitality brand.
If you are ready to lead with passion, elevate guest experiences, and grow your career in paradise, we encourage you to apply today.
Fairmont Orchid is an Equal Opportunity Employer committed to creating an inclusive environment for all colleagues.
Why Join Fairmont Orchid?
At Fairmont Orchid, we recognize that our people are our greatest asset. We are committed to creating an environment where colleagues feel valued, supported, and empowered to grow.
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.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
About Fairmont Hotels & Resorts: At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. And we know that, to offer our guests the best, we first need to offer our employees the best. That’s 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 hotel that includes 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 colleague with fairness & dignity. A community and environmental leader, Fairmont is also regarded for its responsible tourism practices and award – winning Green Partnership Program. An exciting future awaits!
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