Front Office Manager

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.

Front Office Manager

The Front Office Manager is responsible for leading the day-to-day operations of our Front Desk, Guest Services and Royal Service departments, ensuring consistent and luxury service is provided to Fairmont Palliser guests at every interaction point. The Front Office Manager will be a key individual leading the Assistant Front Office Managers, Front Desk, Guest Services and Royal Service colleagues.

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

• Assist the Director, Front Office in leading the Front Desk, Guest Services and Royal Service teams and in the daily operational duties for these areas, with the support of the Duty Managers
• Ensure appropriate training for colleagues and fulfill training role in the absence of the trainer
• Observing colleague's productivity, providing constructive feedback, coaching, and recognition when applicable
• Assist Director, Front Office in executing departmental goals including colleague engagement, guest satisfaction, loyalty program enrollment and management of upsell revenues
• Ensure Guest satisfaction at all times by ensuring that safety and service is always the first priority
• Overlook the guest resolution for concerns raised
• Support as Manager on Duty serving as a resource and support to all departments to ensure a smooth overall operation of the hotel in the absence of Department Heads and other Managers
• Overlook the daily operations including arrivals and departures to ensure a smooth operation and the highest level of guest satisfaction
• Assist with Front Desk, Guest Services and Royal Service labor planning, ensuring effective scheduling of all colleagues in line with labor management and union standards; review and approve payroll daily
• Effective interpretation of the Collective Bargaining Agreement is required to ensure a fair and effective work environment is maintained
• Conduct development and performance management discussions as required in a timely manner and in line with the Collective Bargaining Agreement (CBA)
• Assists with the ALL Loyalty program to promote enrollment, perfect arrival standards, ensure daily reconciliation/audit, and colleague training

• Act as a point of contact for VIP & regular guests by assisting with reservations & rates, group arrivals and site inspections as required
• Ensure effective and timely communication among all departments and throughout the Hotel through weekly/monthly departmental communication meetings

• Member of the Emergency Response Team
• Carry out any other duties and responsibilities as assigned

• Minimum of 3 years’ management experience in Rooms with a solid foundation in Front Office operating systems
• University degree or College diploma in Hospitality Management preferred
• Knowledge of Property Management System an asset, Opera knowledge preferred
• Leadership experience, including experience in training & developing teams, implementing best practices to consistently be creative & innovative; within a union environment preferred
• Excellent communication skills both written and verbal
• Highly organized, results-oriented with the ability to be flexible and work well under pressure
• Flexibility to work additional hours as required; including shift work, weekends, public holidays
• Desire to provide phenomenal guest experiences, a passion for quality, and attention to detail
• Ability to build strong relationships, foster cooperation and lead a team within a unionized environment
• Successful track record in professionally addressing & resolving difficult and challenging issues at all levels
• Energetic individual who is able to prioritize to complete many diverse tasks concurrently in operations
• Ability to develop and encourage an open, stimulating and trusting environment that reflects our Values

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