Assistant Director of Front Office

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Be a part of the historic castle on the park, The Plaza, A Fairmont Managed hotel, a timeless landmark capturing memories since 1907. Located in the heart of midtown, The Plaza now features 282 luxury hotel rooms and suites, the elegant Champagne Bar as well as the legendary Palm Court, New York City’s premier destination for afternoon tea. The Plaza offers the Five Diamond standard of excellence and sophistication while offering an authentically local and unrivalled experience for our guest.

Providing engaging, sincere, personalized service is one of the ways our Front Office Colleagues are turning moments into memories for our guests at Fairmont Hotels & Resorts. Showcase your interpersonal strengths as Assistant Director, Front Office, where you will lead, train and recognize your team in support of exceptional guest service!

Compensation: $90,000 - $95,000 annual salary

Reporting to: Director, Front Office

Summary of Responsibilities: 

• Assist the Front Office in all aspects of the department and ensure service standards are followed
• Acting Director of Front Office in absence of DFO
• Manage the performance, productivity and development of all Front Office Leaders. 
• Provides Leadership support for Reception, Royal Service, Concierge, Guest Relations and Guest Services in the daily operational duties for these areas
• The ability to utilize interpersonal and communication skills to lead, influence, and encourage others
• Work with Leaders and employees to carry out procedures ensuring an efficient check in and check out process
• Consistently offer professional, friendly and engaging service
• Ensure proper staffing and scheduling of all Front Office colleagues in accordance to productivity guidelines
• Ensures guest and employee satisfaction and maximizes the financial performance of the department
• Handles complaints, settling disputes, and resolving conflicts
• Communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation
• Train supervisors and fulfill training role in the absence of the trainer
• Assist guests regarding hotel facilities in an informative and helpful way
• Follow department policies, procedures and service standards
• Follow all safety policies 
• Other duties as assigned

• Passion for guest service
• Excellent written and verbal communication, interpersonal and leadership skills
• Highly organized, results-oriented with the ability to be flexible and work well under pressure
• Degree or Diploma in Hospitality Management is an asset
• Fluency in English
• Must have the ability to handle a multitude of tasks and Guest requests
• Knowledge of Opera, Dayforce an asset
• Strong guest service orientation and training skills background required
• Ability to work independently and prioritize responsibilities
• Experience with a Hotel loyalty program an asset
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint)

Physical Aspects of Position (include but are not limited to):     

• Frequent standing and walking throughout shift
• Occasional lifting and carrying up to 30lbs
• Occasional kneeling, pushing, pulling, lifting
• Occasional ascending or descending ladders, stairs and ramps

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

Visa Requirements: Must be legally authorized to work in the United States.