Director, Front Office

COMPANY DESCRIPTION

At Fairmont, our passion is to connect our guests to the very best of our destinations.  Our hotels offer guests extraordinary places, created by combining unique architecture, expressive décor and artistry and magnificent features.  Add engaging service and the result is an unforgettable guest experience. 

Fairmont Chicago, Millennium Park features beautifully appointed, extraordinarily spacious guestrooms and spectacular suites, including 84 newly renovated rooms and Fairmont Gold Lounge along with our recently launched pan-Latin Restaurant in partnership with Richard Sandoval Hospitality.  Fairmont Chicago, Millennium Park offers a superior and distinctive array of amenities and services, including seasonal pop-ups and luxury event space.

The Director of Front Office is a pivotal leadership role in a luxury hotel, responsible for overseeing all front office operations to ensure an exceptional guest experience. This role requires a strong focus on guest satisfaction, operational excellence, and team development. The ideal candidate will possess outstanding communication skills, a keen eye for detail, and the ability to lead a dynamic team in a high-end hospitality environment.

WHAT YOU WILL BE DOING

Reporting to the Director of Operations, your key responsibilities will be:

1. Guest Experience & Satisfaction:

• Ensure every guest receives a warm and personalized welcome, seamless check-in/check-out processes, and superior service throughout their stay.
• Handle VIP guests, special requests, and unique accommodations with discretion and care.
• Resolve guest complaints and concerns promptly and professionally, ensuring maximum satisfaction.

2. Team Leadership & Development:

• Recruit, train, and mentor front office staff, including front desk agents, concierge, and bell staff, to uphold the hotel’s luxury standards.
• Foster a positive and motivating work environment, ensuring team engagement and adherence to service protocols.
• Conduct regular performance evaluations and provide constructive feedback for professional growth.

3. Operational Excellence:

• Oversee all front office functions, including reservations, guest services, concierge, and night audit.
• Develop and implement efficient processes to optimize operations and reduce wait times without compromising quality.
• Collaborate with other departments (Housekeeping, Sales, Food & Beverage) to ensure smooth guest experiences.

4. Revenue Management & Budgeting:

• Prepare and manage the front office budget, including payroll, supplies, and training expenses.
• Analyze financial reports and key performance indicators to identify opportunities for growth and improvement.

5. Compliance & Standards:

• Ensure all front office operations comply with local laws, safety regulations, and company policies.
• Uphold the brand’s luxury standards and ensure consistency in service delivery across shifts.

QUALIFICATIONS:

• Extensive experience within luxury brands within Front Office Operations.
• Previous leadership experience required.
• Previous experience within a Union environment required.
• Demonstrated knowledge of budget planning and financial controls.
• Computer literate in Microsoft Windows applications required.
• University/College degree in a related discipline preferred.
• Strong interpersonal and problem-solving abilities.
• Highly responsible & reliable.
• Ability to work cohesively as part of a team.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.                                                          

Visa Requirements: Successful candidates must be legally eligible to work in the United States.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

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

All your information will be kept confidential according to EEO guidelines.

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