About this role
As Assistant Front Office Manager at Fairmont, you will play a pivotal leadership role in delivering exceptional service and creating memorable guest experiences. You will support the management of daily Front Office operations, inspire and develop the team, and ensure the consistent delivery of Fairmont brand standards across all guest touchpoints.
You will be instrumental in driving operational excellence in line with LQA and Forbes service standards, with particular focus on Guest Relations and the Fairmont Gold Lounge. Through strong leadership, attention to detail, and a guest-centric approach, you will enhance the overall guest journey, foster colleague engagement, and ensure seamless and efficient Front Office operations from arrival through departure.
Responsibilities
Guest Experience & Service Excellence
Ensure seamless arrival and departure experiences for all guestsHandle VIP arrivals, guest complaints, and service recovery professionallyMonitor guest satisfaction scores and implement improvement strategiesLead by example with a presence at the front desk during peak hoursEnsure consistent delivery of personalized, anticipatory service in the lounge and guest roomsProactively anticipate guest needs and coordinate personalized touches with the relevant teamsTeam Leadership & Management
Supervise, coach, and train front office colleagues, including Guest Relations, Fairmont Gold Lounge, Front Desk and ConciergeAssist with team recruitment, roster scheduling, and performance reviewsFoster a positive and collaborative team environment aligned with Fairmont’s valuesOperations & Financials
Ensure compliance with company policies, SOPs, and brand standardsManage room inventory and coordinate with Reservations and HousekeepingSupport Front Office Manager in budget preparation and cost control for the departmentMonitor upselling efforts and maximize revenue opportunitiesAdministrative & Reporting
Act as Front Office Manager as required, taking charge of the property in the absence of senior leadershipRespond promptly to guest incidents, emergencies, and service disruptionsCoordinate effectively with other departments to resolve issues and optimize operationsMaintain accurate records and report all significant events to management Knowledge and Experience
Degree or diploma in Hospitality Management or related fieldMinimum 2 years of experience in a similar Front Office management role in a luxury hotelProficient in Opera PMS and Microsoft OfficeFluent in English, both verbal and writtenFlexible working shifts, weekends, and holidays as requiredCompetency
Guest-oriented and customer focus service mindedExcellent communication and interpersonal skillsStrong attention to detail and ability to handle multiple prioritiesCourteous and helpfulComfortable working in a dynamic and multicultural environment