Assistant Overnight Operations Manager

Your team and working environment:

Austin's largest luxury property, Fairmont Austin offers 1,048 guestrooms and suites, along with over 140,000 square feet of meeting and event space. This is your opportunity to be part of the most innovative and passionate hotel teams in one of the fastest growing markets in the United States.

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

Summary of Responsibilities:

Reporting to the Night Operation Manager, responsibilities and essential job functions include but are not limited to the following:

• Assisting the Over Night Operation Manager on overseeing the overnight operations team (including In Room Dining, Security, Overnight Cleaning Teams, Overnight Valet, front Office, and Engineering) for the hotel and works closely with the security team to maintain the safety and security of the hotel during the overnight shift.
• Provides the guest with flawless, proactive and sincere luxury services from an engaged and empowered workforce committed to creating a memorable experience
• Acts as ambassador and spokesperson to all customers; promotes tailored services to VIPs and loyalty program members; responding in a timely and consistent manner to customer & third party concerns; fielding issues with all operational departments
• Demonstrates a commitment to Service Excellence; leads the tactical implementation of customer satisfaction improvement activities measured through VOG (TrustYou) and in keeping with our luxury standards of service from curb to pillow.
• Ensures that daily labor outlook and results for the Front Office department are accurate; maintains departmental efficiency/productivity and essential luxury guest services; maximization of revenues via upsells.
• Covering the Night operations Manager days off and his time off
• Working closely with Night auditors and providing them the support they need to run the overnight operation.
• Focusing on Billing accuracy and reviewing all transient guest to increase our Departure Experience
• Reconciliation for ALL membership points and Suite Night upgrade redemption
• Actively participates in the revenue management process ensuring Rooms revenue is maximized in order to achieve financial success (RevPar and GOP); develops plans to maximize upsell revenues.
• Coaches and mentor’s colleagues; creates an environment that allows colleagues to exceed guest expectations and provide a path for career development with Fairmont Hotels and Resorts
• Assisting the Night Operation Manager to lead the department and maintain superior colleague engagement through action planning as a result of the Colleague Engagement Survey including continuous improvements.
• Ensures colleague concerns are resolved in a professional and timely manner.
• Builds and maintains employee relationships; attends monthly communication meetings; ensures appropriate and timely recognition for individuals and teams; participates in departmental and hotel recognition events.
• Contributing to a positive hotel culture and success of ongoing Service Promise training.
• Executes and monitors effective goals and measurements for the Front Desk, exceeding expectations of all four pillars (colleagues, owners, guests, and brand).
• Assists with ECOSURE & LQA action planning and improvement plan implementation, ensuring a consistent delivery of luxury products and services.
• Involved and active within hotel committees.
• Promotes health, safety and well-being of our guests and co-workers by having in-depth knowledge of the Hotel's crisis and emergency procedures; understands and implements the corporate crisis communication procedures within the Front Office. 
• Complies with Fairmont Hotels & Resorts policies, procedures and code of ethics and ensures Service Essentials and Brand Standards are in place and executed. 
• Performs all other tasks which are assigned by the management team.

What is in it for you:

• Paid time off
• Medical, Dental and Vision Insurance, 401K
• Complimentary shift meal
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies and Educational Assistance for further development
• 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 Committee

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• 1-2 years of luxury hospitality experience required
• Previous experience in a leadership capacity required
• Extensive knowledge of Front Office operations, brand standards required
• Previous Property Management System experience required
• Computer literate in Microsoft Window applications required
• University degree or College diploma in Hotel Management preferred
• Ability to analyze data and trends and create strategies for improvement, willing to take risks
• Must possess a professional presentation
• Strong interpersonal and problem solving abilities
• Able to balance a variety of priorities while considering all aspects of the job i.e. Financial, Operational, and Human Resources.
• Excellent grasp of generally accepted accounting principles
• Proficiency in Microsoft Office Software required
• Superior leadership & coaching skills with a proven track record of developing and motivating career minded professionals.
• Highly responsible & reliable
• Ability to work well under pressure in a fast-paced environment
• Ability to work cohesively as part of a team as well as excellent independent work ethic
• Ability to promote fun at workplace
• Analytical skills, strength as a developer and a leader of others, creativity, and strong planning skills are essential for this position
• Ability to focus attention on guest needs, remaining calm and courteous at all times

Your team and working environment:
A team of Heartists that are committed to working together, supporting each other, and providing the best guest experience, Feel Valued, Feel Sparked, We Are One

Our commitment to Diversity & Inclusion: 
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. We commit to a future where diverse identities are celebrated, and equitable and inclusive practices are woven into the fabric of everything we do as an organization.

Fairmont Austin is proud to be an Equal Opportunity Employer.  EOE/M/F/D/V