Director, Front Office

"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"

• Employee benefit card offering discounted rates in Accor worldwide, including Fairmont Hotels
• 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 and our Diversity & Inclusion initiatives
• Learning programs through our Academies
• Competitive and flexible Health Care Benefit Plans to meet you and your family’s unique needs, eligibility after 1 month of employment
• Vacation Benefits after 90 days, 401k match at 100% of first 4% of contributions

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

• Accountable for the strategic leadership of Front Office department; manage all aspects of the Front Office department, including Front Desk, Royal Service (Telephone Operations), Concierge, and Bell/ Valet
• Consistently leading, coaching and mentoring the entire Front Office Team to offer professional, friendly and engaging service, while ensure guest concerns are handled and resolved quickly by logging and notifying proper areas to ensure speedy and personalized resolution to create outstanding guest satisfaction  
• Develop and Implement trainings & SOP’s to align with Accor and Fairmont Service standards for all new and existing colleagues with a strong focus to positively improve results in Guest Satisfaction (VOG), Compliance with Brand Standards (LQA), Colleague Engagement (EES), Guest Loyalty (ALL) while ensuring the Front Office participates in all Hotel Committees 
• Work closely with all other department & Divisions within the property, i.e. Accounting, Sales, Spa, F&B, Housekeeping etc. to ensure that there is a high degree of focus on Teamwork and that processes are always being reviewed to ensure we are easy to do business with.
• Maximize room revenue through participating in yield management meetings and implementing/supporting agreed upon Revenue Management strategies and practices, along with any & all upsell programs to ensure effective and proactive

Salary range $95,000-$100,000 a year

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Strong communication skills to interact with all types of guests and employee situations.
• Past managerial experience is preferred; demonstration of leadership qualities and skills are expectable.
• Ability to work under pressure and in guest contact areas and prioritize information quickly.
• Ability to smile warmly and sincerely and express his/her thoughts and actions in a professional manner.
• Prior Front Desk experience is a must
• High School Diploma, college degree helpful.
• Strong knowledge of windows based computer systems and applications.
• Past managerial experience preferred or ability to demonstrate leadership skills in related experience.
• Flexable availability

Fairmont Sonoma Mission Inn & Spa, an elegant Spanish mission-style Inn, boasts exceptional accommodation in the heart of Wine Country.  As one big team, community of service professionals, we come together and work with a common purpose to welcome, connect and serve others. 

Visa Requirements: Applicants must be able to provide proof that they are legally able 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.