At Fairmont Hotels & Resorts, every guest interaction
is an opportunity to create a lasting memory. Your leadership as Front Office
Manager will inspire your team to be brand ambassadors, while providing
engaging, sincere, personalized service is one of the ways our Front Office
Colleagues are turning moments into memories for our guests at Fairmont Hotels
Reporting to the Director of Operations, responsibilities
and essential job functions include but are not limited to the following:
Ensures guests receive a warm and
personalized arrival and departure experiences based on a seamless flow of
Ensures guests receive the
experience as detailed in brand Standard Operation Procedure (SOP),
Fairmont The Norfolk, A Fairmont Hotel Local Standard Operation Procedure
(LSOP) as well as Leading Quality Assurance (LQA) standards, and aim to
achieve the scores and goals set by management.
Ensures service standards and
individual performance are aligned with Accor Values – Guest Passion,
Trust, Sustainable Performance, Spirit of Conquest, Innovation and
Ensures the smooth running of the
hotel operation by performing all tasks in adherence with the code of
ethics as issued by Fairmont The Norfolk, A Fairmont Hotel.
Upholds a flawless impression and
perception of Fairmont The Norfolk, Fairmont Hotel services, products and
Takes responsibility to ensure
24-hours shift coverage in the Front Office Operation, Royal Service,
Guest Service, Concierge and Health Club.
Manages any incident that occurs
during resident stays or guest visits due to service or product
Acts as the center of
communication during any incident and takes immediate action to turn the
situation around into a satisfying experience.
Acts according to hotel emergency
and crisis management procedures when applicable and always reinforces
Adheres to Work Safety and Health
(WSH) policies and procedures and ensures all direct reports and peers are
trained in and follow WSH guidelines.
Executes the annual upsell
strategy and achieves all goals as set by management.
Cooperates with all departments
and divisions in promoting inter-hotel sales and in-house facilities.
Handle guest concerns and react
quickly, logging and notifying proper areas.
Conduct regularly scheduled
Manage the departmental budget.
administrative and Colleague needs
Assist guests regarding hotel
facilities in an informative and helpful way.
Follow department policies,
procedures and service standards.
Other duties as assigned.
Physical Aspects of Position
(include but are not limited to):
Constant standing and walking
Excellent written and verbal
communication, interpersonal and leadership skills.
results-oriented with the ability to be flexible and work well under
Degree in Hospitality Management.
Fluency in English.
Minimum of 3 years previous
proven Managerial experience in similar position.
Must possess a professional
Strong interpersonal and
Highly responsible & reliable
Ability to work well under
pressure in a fast-paced environment.
Ability to work cohesively as
part of a team.
Ability to focus attention on
guest needs, remaining calm and courteous at all times.
Must have the ability to handle a
multitude of tasks and guest requests.
Knowledge of Micros-Opera
Property Management System is an asset.
Should possess or seek
certification in basic first aid.
Strong guest service orientation
and training skills background required.
Ability to work independently and
Experience with a hotel loyalty
program an asset.
Computer proficiency in a Windows
environment (Word, Excel, PowerPoint)
How To Apply