Overnight Front Office Manager

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.

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
• You provide a warm welcome and assists guests according to Fairmont Hotels & Resorts Brand Standards
• You assist the Director of Front Office in all aspects of the department and ensure service standards are followed
• You are able to manage the operation and make decisions in the absence of senior leadership
• You are familiar with all policies and procedures relating to the Front Desk, Security, Reservations, Guest Services and Food & Beverage, providing hands-on support as needed
• You ensure that the entire Front Office and the surrounding areas including Lobby, Concierge, and Front Desk is continuously clean and tidy
• You provide managerial support for Front Desk and Guest Services in the daily operational duties for these areas in the absence of the department managers
• You ensure proper staffing and scheduling of all Front Office colleagues in accordance to productivity guidelines
• You are an inspiration to all hotel staff to achieve luxury levels of performance
• You are an ambassador of Fairmont Hotels & Resorts by providing an excellent first impression
• You communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation
• You are an integral part of the management team, attends all scheduled meetings and contributes actively with proper preparation
• You train Front Desk Colleagues and fulfill training role in the absence of the trainer
• You drive rate and RevPar through upselling room types
• You resolve guest complaints and concerns with a solution that is tailored to the guests and is solved in a timely manner
• You assist the Front Office and Accounting Teams in the completion of Daily Accounting, IT and Audit work
• You generate and distribute management reports
• You assist the guests with any comments, questions, or concerns during their stay
• You make recommendations for activities and restaurants
• You assist with luggage and transportations inquiries
• You enroll guests to Accor Live Limitless loyalty program and update profiles when applicable
• You liaise with other Departments in regards to special Guest requirements (i.e. Guest Services, Guest Experience, Housekeeping, In Room Dining, and Engineering)
• You are present at the Reception desk whenever possible
• You deal promptly and effectively with any complaints
• You coordinate arrivals and departures, monitor waiting times, always keep guests informed and ensure that they are as comfortable as possible
• You conduct a handover at the end of each shift with relieving staff, informing them of any special requirements or problems
• You liaise with Housekeeping as to which rooms do not need to be turned down if occupancy allows
• You liaise with Guest Services to ensure swift baggage dispatch and collection
• You follow up on late cancellations and no shows and charge when appropriate
• You check the next day’s arrivals correspondence, confirming car, restaurant and theatre bookings and ensure that all guest needs are dealt with satisfactorily.
• You coordinate with Rooms Controller on all room allocations, ensuring effective communication of these with Front Desk Agents
• You deal with room moves, and ensures seamless communication of these with the relevant departments
• You check potential room revenue for any discrepancies and do necessary corrections
• You balance the inventory (room types) for the next day
• You maintain amicable and co-operative working relations with all other departments
• You are responsible for identifying any training needs of Front Desk Team and creating action plans to develop the team’s skills
• You ensure enough supplies of all stationary items are in storage
• You organize workflow and ensuring that associates understand their duties or delegated tasks
• You visually observe associate productivity and provide constructive feedback and coaching when applicable
• You determine and communicate necessary projects for operation or cleanliness
• You train new Front Desk Agents (onboarding and continuing training)
• You train colleagues on correct procedures as required
• You develop colleagues in order for them to learn and grow
• You ensure staffing levels are appropriate for hotel occupancy, arrivals, and departures
• You ensure all appropriate paperwork is received from guest and colleagues for accounting
• You prioritize the daily activities of the Front Desk Team
• You assist in ensuring breaks are taken as scheduled
• You ensure cleanliness, safety and order in all Front Desk areas and reports and action deficiencies as necessary
• You contact guests via preferred method in the lobby, dining area, or other parts of property
• You are familiar with Hotel’s technology and communication platforms, and utilize to ensure hotel operation and guest satisfaction
• You are familiar 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:

• 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 year’s work experience in relevant discipline beneficial
• Minimum of one year’s work experience in a supervisory/management role beneficial
• Minimum of one year’s work experience in a luxury hotel beneficial
• Minimum of one year’s 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

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.
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/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS