Front Office Manager

Explore limitless possibilities, dreams and adventures on Hawai’i Island as you blaze a trail for a rewarding career in hospitality. Embrace our passion for Hawai’i’s heritage, culture and traditions with amazing career opportunities that await you in paradise. Journey into a luxury oasis where the aloha spirit comes alive.

Fairmont Orchid is an award-winning luxury resort located on the majestic Kohala Coast of Hawai‘i Island. Immerse yourself in an authentic Hawaiian experience, surrounded by 32 oceanfront acres of lush tropical gardens, cascading waterfalls and a tranquil white sand beach and lagoon. Hawai‘i’s warmth and serenity are reflected throughout the design of our family-friendly hotel accommodations with spacious guest rooms, suites and the exclusive Fairmont Gold concierge floor.

Resort amenities include our Spa Without Walls, a 10,000-square-foot oceanfront pool, cultural activities, onsite restaurants, access to world-class golf, a 24/7 fitness center and a 10-court tennis pavilion. Inspired by culture, well-being and genuine aloha, Fairmont Orchid welcomes you to experience authentic Hawai‘i.

What is in it for you:

• Comprehensive benefits package (Medical, Vision and Dental) including extended benefits like; Employer paid Basic insurance, TDI and Long-Term Disability for regular Full-time and Part-time employees
• 401(k) retirement savings plan and matching program
• Life Insurance
• Participation to the ACCOR Leadership Incentive Program
• Duty meal in our staff cafeteria
• Wellness Offerings
• Exclusive employee travel benefits for Fairmont & Raffles employee and their friends and family
• Employee Travel Program within ACCOR network
• Complimentary access to our fitness center
• Discounts on food & beverage and spa services
• 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

Our Brand Mission is turning moments into memories for our guests at Fairmont Hotels & Resorts. As Front Office Manager, Pre-Arrival, and Royal Service operations while fostering a culture of excellence. Reporting to the Director of Rooms, the Front Office Manager is responsible to ensure smooth and efficient day-to-day operations while delivering exceptional guest service.

What you will be doing:

• Handle guest concerns and react quickly, logging and notifying proper areas
• Manage the departmental budget
• Balance operational, administrative and Colleague needs
• Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment.
• Review the room availability and check status of departures on a daily basis.
• Lead, coach, train, and mentor the Front Desk, Royal Service, and Pre-Arrival teams ensuring the correct sequence of events for proper registration and checkout of guests.
• Manage staffing levels as occupancy fluctuates, and assign breaks and tasks
• Drive the standards throughout the department, maintain consistency, and conduct audits for successful quality program results (LQA/FHR/Chase).
• Ensure efficient guest registration, check out, and telephone service. Ensure that their duties are completed in accordance with established policies, procedures, and standards.
• Resolve guest and employee concerns expeditiously in a manner.
• Attend pre-conference meetings, review all group resumes, and handle group requests for front office.
• Handle emergency procedures, emergency panel, and communication to guests during crisis situations.
• Ensure efficient Talent Selection process within the department by leading recruitment efforts and talent management of team members
• Champion employee engagement initiatives
• Ensure monthly forecast for Front office is accurate and on target.
• Execute labor standards and productivity in line with hotel target.
• Develop and implement trainings & SOP’s to align with Accor and Fairmont Service Standards for all new and existing colleagues to positively improve results in Guest Satisfaction (RPS), Compliance with Brand Standards (LQA/SAQ), Employee Engagement (EES) and Guest Loyalty (ALL).
• Champion the Loyalty program initiatives and enrollments in line with hotel target
• Participate in ongoing training of associates for continued performance improvement.
• Maintain a daily log of all guests’ opportunities with corrective action steps.
• Perform duties of front desk, Pre-Arrival and royal service as required
• Oversee all Night Audit and SAQ standards for the hotel
• Other duties as assigned

Your experience and skills include:

• Minimum 2 years' previous management experience in Front Office operations.
• Knowledge of computerized Front Office systems required with emphasis in Property Manager
• Proficiency in Word and Excel. Excellent written and verbal communication skills required
• University degree or College diploma in Hotel Management preferred
• Superior leadership and coaching skills, with a proven track record of developing and motivating career-minded professionals.
• Able to balance a variety of conflicting priorities while considering all aspects of the job, including Financial, Operational, and Talent & Culture
• Ability to work independently and prioritize responsibilities and handle a multitude of tasks, colleagues and guest requests
• Highly organized, results-oriented with the ability to be flexible and work well under pressure
• Ability to work cohesively as part of a team

Salary Range: $85K-$95K USD

Visa Requirements: Must be legally eligible to work in the United States. The hotel is unable to assist candidates in obtaining U.S. work authorization.

Your team & working environment:
We build unforgettable experiences with human connections and real emotions. Everything we do comes from the heart & we are the experts in what we do.

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/

About Fairmont Hotels & Resorts: At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. And we know that, to offer our guests the best, we first need to offer our employees the best. That’s why you’ll find exceptional work opportunities – throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific – as well as industry leading training, career development, recognition and rewards. Fairmont Hotels & Resorts is a celebrated collection of hotel that includes landmark locations like London’s The Savoy, New York’s The Plaza, and Shanghai’s Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment; we employ the highest ethical and quality standards, treating all colleague with fairness & dignity. A community and environmental leader, Fairmont is also regarded for its responsible tourism practices and award – winning Green Partnership Program. An exciting future awaits!

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

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#AlohaOrchid