Front Desk Manager
Fairmont Barcelona Rey Juan Carlos
Banff, Alberta, Canada
4d ago

JOB DESCRIPTION

To maximize guest satisfaction from pre-arrival through departure by adhering to the standards required by the Hotel and by handling all guest inquires with a friendly and accurate response.

What is in it for you :

  • Subsidized staff housing for full time status
  • Duty meal in our newly renovated staff cafeteria
  • Competitive extended benefits package including medical, vision and dental for full time permanent status
  • Employee Travel Program
  • Comprehensive Wellness Platform (LifeWorks)
  • Discounts on food & beverage / fitness centre / spa / golf
  • Opportunity to develop your talent and grow within Fairmont Banff Springs and over 5, properties with Accor
  • What you will be doing :

  • Reporting to the Director of Front Office, responsibilities and essential job functions include but are not limited to the following :
  • Assist in attainment of occupancy targets as well as occupancy of the weekly and daily occupancy forecasts
  • Actively involved in the continuous improvement of driving revenue and improving efficiencies
  • Ensure guest satisfaction levels and standards of quality of service in addition to actively developing and implementing new systems and standards
  • Bring innovation and creativity to all aspects of the role
  • Handling of guests comments and complaints, ensuring guests needs are exceeded
  • Interviewing and recruitment of Front Office staff
  • Creating an environment that fosters improved morale and retention of employees
  • Ensures efficient training and development of personnel by means of detailed systems and procedures in the Front Office (training manuals, fact sheets, internal coding systems, etc.)
  • Oversees and participates in guest relations and directs arrangements for VIP and special attention reservations
  • Gives effective support to staff for the work, which has to be done and assists in all matters pertaining to the Front Office, including Front Desk, Night Reception, and Overnight Switchboard
  • Organizes, co-ordinates and supervises training, conduct regular training sessions and communications meetings
  • Responsible for development and performance management of all Front Desk colleagues and leaders
  • Coordinating and communicating pertinent information to all other departments to ensure the highest level of guest service
  • Knowledge in emergency procedures, general crisis situation procedures and keeping health and safety in the forefront
  • Ensures that all controls are in place and are adhered to, ie. rates, market codes, etc.
  • Responsible for coordinating with the Convention Services Manager and the Guest Services Managers for all preparations for incoming conventions, groups and tours as well as all pre-arrival including blocking of rooms, convention resumes, special requirements and departure activities
  • Maintain and assist the Front Office Manager on ongoing training and motivation programs
  • Responsible for all details of employees administration, payroll forecasts, payroll administration on a daily, weekly and monthly basis
  • Maintain and submit, to the Front Office Manager, approved staffing schedules on a weekly basis
  • Responsible for personal cash float
  • Ensure Fairmont policies and procedures are known, followed and enforced, promote the philosophy of empowerment within guidelines
  • In all that we do create and be responsible for smart goals that help to achieve EOS, GSI, RevPAR, GOP AND VOG yearly objectives
  • Acting Front Office Manager in the absence of the Front Office Manager
  • All other duties assigned by the Front Office Manager
  • Your experience and skills include :

  • High School diploma
  • Must be legally able to work in Canada
  • 2 years experience in a Front Office or Assistant Front Office Manager role
  • Computer literacy required : Micros-Fidelio Property Manager version 2.6.3 e9 or another property management system, Excel, Word
  • Dynamic, enthusiastic, creative, flexible leader who thrives under pressure and is able to perform multiple functions at the same time
  • Excellent interpersonal and communication skills, both written and verbal
  • Proven leadership skills which supports an environment of employee growth and development, interdepartmental teamwork and exceptional customer service
  • A leader who will lead, teach, inspire our team to reach the next level of service
  • Hotel Management Diploma an asset
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