Front Office Manager
Posted
Job Description
Front Office Manager
Providing engaging, sincere, and personalized service is at the heart of what we do at Fairmont Century Plaza. As Front Office Manager, you will play a pivotal role in supporting and leading our Front Office team, ensuring seamless operations, and creating unforgettable guest experiences. Your leadership will help drive service excellence, enhance operational efficiency, and inspire our team to turn moments into special memories for our guests.
What you will be doing:
- Ensure the smooth and efficient operation of all Front Office functions and related services to achieve maximum sales and guest satisfaction, while adhering to established company policies and procedures.
- Responsible for the Front Office department to ensure the smooth, efficient operation and highest level of guest satisfaction
- Seeks feedback on guest satisfaction and resolves problems in accordance with our Mission Statement and philosophy of employee empowerment.
- Ensure that a high level of guest service is achieved at all times in all Front Office departments and that complaints are handled efficiently.
- Monitor house count during the day via stay over analysis, cancellations, early departures, no show, and bed assignments to maximize revenue and occupancy.
- Carefully oversee group arrivals which include: Pre-assigning rooms, pre-keying and ensuring availability of special requests, reviewing resumes and assigns Resume Reviews.
- Ensure proper assignment of rooms of the VIP and Loyalty guests and the distribution of the VIP report to all departments.
- As often as time permits, help inspect the allocated rooms and escort VIP guests to their rooms.
- Proper management of the expenses within the Front Office Division
- Handle guest requests for credit with Night Manager and Accounting
- Work closely with the Front Office Managers and ensures smooth shift transitions.
- Keeps accurate records of daily events in the designated log books.
- Ensure key inventory control.
- Assist in creating and maintaining manuals relevant to safety procedures, hours of operation, promotions, guest service requirements etc.
- Responsible for colleague performance reviews and progressive disciplinary action.
- Design, implement, and follow up on colleague incentive programs.
- Facilitate and manage colleague training as necessary
- Consistently offers professional, engaging and friendly service
- Create schedules for Front Office department
- Ensure internal and finances Audits are met
- Other duties as assigned
