Director, Front Office

Centrally located in downtown Calgary, Fairmont Palliser is the city’s premier, landmark hotel. With 407 elegantly appointed guest rooms, Hawthorn Dining Room & Bar, 24-hour In-Room Dining and more than 19,000 sq.ft. of newly renovated Event space, Fairmont Palliser is truly the place to be. Join us in delivering the iconic luxury experience.

Director, Front Office
The Director, Front Office is an active & contributing member of the Rooms Division, overseeing the effectiveness of luxury guest services, employee performance & development and service enhancements for the overall Front Office Operations. The candidate is responsible for the operations of our Front Desk, Guest Services, Royal Service and Fairmont Gold departments; providing vision and leadership that fosters an engaged team and ensures quality, efficiency and superior luxury service. The Director, Front Office will be a key individual leading the Front Office leaders and colleagues.

Reporting to the Director, Operations, responsibilities and essential job functions include but are not limited to the following:

• Leadership & Service Excellence: Oversee Front Office, Royal Service, Fairmont Gold, and Guest Services, ensuring proactive, flawless luxury experiences delivered by an engaged workforce. Actively lead strategic customer satisfaction initiatives aligned with Voice of Guests (TrustYou) and Leading Quality Assurance standards.
• Ambassador for Guests: Serve as a spokesperson, catering to VIPs and loyal guests with tailored services, addressing concerns promptly, and collaborating across departments to resolve issues effectively.
• Problem Resolution: Spearhead recovery processes within Front Office, ensuring guest issues are resolved during their stay through effective communication and timely intervention.
• Guest Feedback Management: Partner with the Director of Guest Experience & Operational Training to analyze feedback, develop strategies for service and product improvements, and implement actionable insights from reports.
• Financial & Revenue Management: Maintain accurate financial forecasts and budgets, maximize revenue through participation in revenue strategies, and oversee cost control. Develop and manage upsell incentive programs to motivate staff and optimize revenue.
• Team Development: Drive recruitment, training, and performance management within the department. Foster a culture of engagement and satisfaction as reflected in Employee Engagement Survey results. Focus on succession planning and career development for colleagues.
• Operational Excellence: Regularly update and document procedures, conduct monthly departmental meetings, and ensure seamless communication across the team and hotel. Maintain peak condition of facilities, adhering to the brand’s luxury standards.
• Accor Loyalty Program: Act as the Accor Live Limitless program champion, achieving enrollment goals, ensuring VIP and loyalty member requirements are met, and training staff on program standards.
• Health & Safety: Promote a safe work environment, adhering to Health & Safety standards, conducting regular training, and participating in the Health & Safety Committee.
• Crisis Management: Lead crisis management and business continuity plans, ensuring all staff are trained and emergency protocols are consistently implemented.
• Other Responsibilities: Align departmental goals across colleague engagement, guest satisfaction, and financial pillars. Perform additional duties as assigned.

This comprehensive role demands strategic leadership, operational precision, and a commitment to delivering exceptional guest experiences while fostering a culture of excellence within the team.

• Previous hotel front office leadership experience required of 3-5 years.
• Previous Property Management System (Opera / Opera Cloud) experience required
• Computer literate in Microsoft Window applications required
• Previous experience in a union environment is highly preferred.
• Able to work weekends and evenings
• Proven ability to effectively lead, motivate and develop a team
• Comprehensive knowledge of Front Office, Royal Service, Fairmont Gold and Loyalty Program operations
• University/College degree in a related discipline preferred
• Possesses or is willing to obtain level II First Aid
• Strong interpersonal and problem solving abilities
• Must possess professional presentation
• Consistently offer professional, friendly and engaging service
• Able to balance a variety of conflicting priorities while considering all aspects of the job
• Previous luxury hotel experience highly preferred
• Highly motivated, organized, goal and results oriented individual who thrives under pressure
• Ability to focus attention on guest needs, remaining calm and courteous at all times

What is in it for you:

• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• 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 Sustainability Program

Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization. 

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