Front Office Manager

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Fairmont Hotels & Resorts

Join a dynamic team and be part of a network of 90 spectacular properties, and 34 more in the pipeline, in 30 countries around the globe. Our properties are located from the beaches of Hawaii, to the unspoiled national parks of Canada, to the heart of London, to the deserts of the United Arab Emirates.

About Fairmont Sonoma Mission Inn & Spa

Fairmont Sonoma Mission Inn & Spa is an elegant Spanish mission-style resort renowned for its historic charm, naturally heated geothermal mineral springs, and world-class spa experiences in the heart of California's Wine Country. Blending timeless luxury with authentic Sonoma hospitality, we make special happen for our guests while fostering a workplace where colleagues are empowered to grow, collaborate, and build rewarding careers in luxury hospitality.

About the Application Process:

At Fairmont, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence.

We invite you to join the Front Office team at Fairmont Sonoma Mission Inn & Spa as our new Front Desk Manager. Reporting to the Director of Front Office, you will lead Front Desk, Bell/Valet, Concierge, and Royal Service teams in delivering exceptional service and creating memorable guest experiences. Through your leadership, you will inspire a culture of hospitality, collaboration, and excellence while ensuring seamless daily operations across the resort.

Key Responsibilities

• Lead, mentor, coach, and develop the Front Office teams, fostering a culture of engagement, accountability, and service excellence
• Oversee the daily operations of Front Desk, Royal Service, Concierge, and Bell/Valet, ensuring exceptional guest service and adherence to Fairmont brand standards
• Champion a consistently professional, warm, and personalized guest experience, resolving concerns promptly and effectively
• Drive room revenue performance by participating in revenue strategy discussions and supporting the implementation of revenue management initiatives
• Monitor guest feedback, service recovery opportunities, and operational trends to continuously enhance the guest experience
• Foster strong collaboration and communication across all resort departments to ensure seamless service delivery
• Balance operational, financial, and people focused objectives through effective management of guest satisfaction, colleague engagement, and business performance metrics
• Identify opportunities for process improvement and innovation, encouraging team participation and continuous operational enhancement
• Manage labor costs, scheduling, and departmental payroll in alignment with budgeted goals
• Support recruitment, onboarding, performance management, and succession planning for Front Office teams
• Ensure department training programs are maintained and service standards are consistently executed.
• Ensure compliance with all company policies, procedures, and health and safety standards, maintaining a safe and productive work environment
• Support departmental projects, property initiatives, and overall hotel management responsibilities as required
• Perform other duties and responsibilities as assigned

What will you bring to this role?

• Previous leadership experience in Front Office operations within a hotel, resort, or luxury hospitality environment
• Proven ability to lead, coach, and develop high-performing teams
• Strong communication, interpersonal, and service recovery skills
• Experience with hotel property management systems; Opera experience preferred.
• Embrace the Fairmont brand promise and luxury in your role and in all your interactions
• Foster an inclusive environment where every individual feels valued and respected
• Create an environment where colleagues are empowered, supported and recognized
• Drive top performance to achieve exceptional results
• Ability to work a flexible schedule, including weekends and holidays

Additional Information

Salary Range: $78,000 - $83,000

Employee Benefits:
Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits.

At Fairmont Sonoma Mission Inn & Spa, we are also proud to offer a comprehensive benefits package, including flexible and competitive healthcare plans designed to meet the unique needs of you and your family, effective the first of the month following 30 days of employment, as well as a 401(k) retirement savings plan with a 100% match on the first 4% of employee contributions.

Our Values

Respect:
We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity. 

Excellence:
We make genuine connections, and we cherish every opportunity to make the people around us feel special.​

Belonging:
We celebrate our differences. We support each other and we always stand together.​

Empowerment:
We have authority to take initiative and anticipate moments that create unforgettable experiences. ​

Integrity:
We build trust through mutual respect and being authentic.​

Diversity & Inclusion

Fairmont is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.

Fairmont Sonoma Mission Inn & Spa is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, gender identity or expression, sexual orientation, national origin, ancestry, age, disability, veteran status, or any other protected status under applicable law. Reasonable accommodations are available upon request during the recruitment process

Your team and working environment:

• Opportunity to work with a diverse group, representative of over 20 countries worldwide
• Experienced group of individuals to train and hone innate skills and abilities

Visa Requirements: Must be legally authorized to work in the U.S.A. Sonoma Mission Inn Hotel & Spa is unable to assist with work authorization.