About this role
Reporting to the Front Office Manager, responsibilities and essential job functions include but are not limited to the following:
Consistently offer professional, friendly and engaging serviceEnsure guest satisfaction levels and standards of quality of service in addition to actively developing and implementing new systems and standardsHandle of guests comments and complaints, ensuring guests needs are met or exceeded,Participate in interviewing and recruitment of Front Office Reception AgentsEnsure efficient training and development of personnel by means of detailed systems and procedures in the Front Office (training manuals, fact sheets, internal coding systems, etc.)Oversee and participate in guest relations and directs arrangements for VIP and special attention reservationsGive effective support to staff for the work, which has to be done and assists in all matters pertaining to the Front OfficeOrganize, coordinate and supervise training, conduct regular training sessions and communications meetingsResponsible for development and performance management of all Front Office colleaguesCoordinate and communicate of information pertinent to all other departments to ensure the highest level of guest serviceKnowledge in emergency procedures, general crisis situation procedures and keeping health and safety in the forefrontEnsure that all controls are in place and are adhered to, ie. rates, market codes, etc.Reviewing and revising daily reports and ensuring they are in line with SAQ standardsResponsible for coordinate with the Reservation Manager and the Guest Services Managers all preparations for incoming conventions, groups and tours as well as all pre-arrival including blocking of rooms, convention resumes, special requirements and departure activitiesMaintain and assist the Front Office Manager on ongoing training and motivation programsResponsible for all details of employees administration, payroll forecasts, payroll administration on a daily, weekly and monthly basisMaintain and submit to the Front Office Manager, approved staffing schedules on a weekly basisMust maintain a flexible schedule and be available to work overnight shifts when operational needs require, including occasional coverage of overnight operations.Responsible for personal cash floatEnsure Fairmont policies and procedures are known, followed and enforced, promote the philosophy of empowerment within guidelinesIn all that we do create and be responsible for smart goals that help to achieve EOS, VOG, RevPAR, GOP yearly objectivesAll other duties assigned Minimum 2 years experience in a Hotel leadership roleComputer literacy required: PROPERTY manager or another property management system, Excel, Word, Time and Attendance, WatsonDynamic, enthusiastic, creative leader who thrives under pressure and is able to perform multiple functions at the same timeExcellent interpersonal and communication skills, both written and verbalProven leadership skills which supports an environment of employee growth and development, interdepartmental teamwork and exceptional customer serviceA leader who will lead, teach, inspire our team to reach the next level of serviceHospitality Diploma an asset. All your information will be kept confidential according to EEO guidelines.