Assistant Manager, Front Office

Centrally located in downtown Calgary, Fairmont Palliser is the city’s premier, landmark hotel. With 407 elegantly appointed guest rooms, Fairmont Palliser is truly the place to be. Join us in delivering the iconic Calgary experience. 

Assistant Manager, Front Office
The Assistant Manager, Front Office oversees the daily operations of the Front Desk, Guest Services & Royal Service, ensuring a seamless and consistently luxurious experience for Fairmont Palliser guests at every touchpoint. Serving as a key decision-maker when acting as Manager on Duty, this role plays a vital part in managing incidents, handling emergencies, and maintaining the highest service standards.

Operations & Guest Services

• Assist the FOM in executing departmental goals, including guest satisfaction, loyalty program enrollment and management, upsell revenues, and colleague engagement.
• Lead and coach colleagues to provide luxury guest service, ensuring personalized and memorable experiences.
• Conducts training, coaching and assessments on Fairmont, Accor and LQA service standards and fosters a culture of engaging, personalized service in the department.
• Serve as the first point of contact for escalations, identifying and resolving guest concerns urgently, either in person or in writing.
• Manage and oversee arrivals and departures to ensure smooth operations and the highest level of guest satisfaction.
• Take an active role in day-to-day Front Office operations, ensuring a seamless guest experience.
• Meet and greet VIP guests, escort them to their rooms, and follow up to ensure their comfort throughout their stay.
• Ensure the hotel lobby and entrance are always in peak condition, maintaining music, lighting, scent, cleanliness, and maintenance in line with the hotel’s brand and standards.

Leadership

• Act as Manager on Duty, serving as a resource and support to all departments to ensure the smooth overall operation of the hotel in the absence of Department Heads and other Managers.
• Manage, train, develop, and motivate all colleagues reporting to this position to enhance performance and guest satisfaction.
• Develop, implement, and maintain an upsell incentive program to motivate employees and maximize hotel revenue.
• Provide training and guidance on the ALL-loyalty program, including enrollment, perfect arrival standards, daily reconciliation/audit, and colleague engagement.
• Effectively interpret and enforce the Collective Bargaining Agreement to maintain a fair and effective work environment.
• Foster a positive and collaborative culture to achieve superior colleague satisfaction, as measured in the annual Employee Engagement Survey.

Administrative & Financial Responsibilities

• Ensure effective blocking and inventory management for room assignments and reservations.
• Support in monitoring hotel policies and standard operating procedures to ensure adherence across departments.
• Assist in preparing daily reports, forecasts, and occupancy summaries.
• Ensure proper cash handling, billing, and reconciliation procedures.
• Actively participate in daily Hotel and Service Recovery meetings.
• Ensure timely and effective communication among all hotel departments through weekly/monthly departmental meetings.

Safety, Compliance & Emergency Response

• Actively promote a safe work environment and ensure all Front Office colleagues are knowledgeable about emergency procedures.
• Serve as a member of the Emergency Response Team, ensuring the hotel’s emergency protocols are followed.
• Ensure compliance with health, safety, and security standards at all times.

Carry out any other duties and responsibilities as assigned by hotel management.

• Minimum of 2 years of experience in Rooms Division with a strong foundation in Front Office operating systems.
• Willingness to work flexible hours, including shift work, weekends, and public holidays, as required.
• Diploma in Hospitality Management or a related field is an asset.
• First Aid certification must be completed or be willing to obtain it.
• Passion for delivering exceptional guest experiences, with a strong focus on quality and attention to detail.
• Highly organized, adaptable, and able to thrive under pressure in a fast-paced, dynamic environment.
• Strong relationship-building skills with the ability to foster teamwork and lead effectively within a unionized setting.
• Proven leadership experience in training, mentoring, and developing teams while driving innovation and best practices.
• Demonstrated ability to professionally address and resolve complex challenges across all levels.
• Energetic and proactive, capable of managing multiple priorities simultaneously.
• Excellent verbal and written communication skills.
• Committed to fostering an open, engaging, and trusting work environment that aligns with the company’s mission, brand promise, and values. 
• Due to the cyclical nature of the hospitality industry, team members must be adaptable to varying work schedules, including holidays, weekends, and alternate shifts based on business needs.

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. 
Fairmont Palliser is committed to an employment equity program that includes special measures to achieve diversity among staff.  

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