Front Office Manager

Responsibilities

• Coordinate management of the Front Desk to ensure a smooth operation and the highest level of guest satisfaction through colleague adherence to Fairmont Service Promise and Leading Quality Assurance standards at all times.
• Champion the iAuditor program to maintain standards
• Align colleagues to achieve and deliver on the strategic goals of the department
• Ensure effective utilization and productivity of all staff through staff planning, hiring and scheduling
• Develop strong teams through active involvement in the operations and through the development and support of a continually evolving team, including conducting and coordinating timely performance reviews
• Develop, implement and maintain new incentives to motivate employees and maximize hotel revenue through upgrades
• Seek feedback on guest satisfaction and resolves problems in accordance with our Mission Statement and philosophy of employee empowerment
• Liaise with all hotel departments to ensure the smooth management of resort operations, maintaining a close relationship with Engineering, Rooms, Sales and Food & Beverage Divisions
• Actively contribute to the Guest Experience committees
• Consistently work towards improving VOG (TrustYou), Guest Service Index and LQA scores by responding to all surveys in a timely manner
• Support the Director of Front Office by extracting, analyzing and identifying trends
• Maximize room revenue through participating in yield management group meetings and implementing and supporting Revenue Management strategies and practices
• Review incoming group information and attend all pre-convention meetings to understand the planners' needs, ensure group expectations exceeded and serve as a liaison with Conference Services & Catering
• Review arrival reports to ensure all special requirements are met at a minimum
• Effectively maximize inventory levels during high occupancy/sold out nights with the Rooms Controller
• Ensure all suites/villas are checked out in a timely manner to ensure a seamless accommodation turnover
• Control and provide feedback on labor and operational expenses.
• Effectively communicate and support resort events.
• Schedule: Due to the nature of the hospitality industry, employees are required to work varying schedules, including overnight, weekends and holidays, to accommodate the business and demands of the hotel.
• Your experience and skills include:
• High School diploma or equivalent or vocational training
• College or University degree in Hotel Management preferred
• Minimum two (2) years experience in a Luxury Hotel or Resort Management position
• Extensive knowledge of Front Office operations and brand standards
• Experience in a fast-paced environment involving multi-tasking, attention to detail, and customer service
• Must be service oriented and capable of communicating effectively with persons involved in all levels of authority, both internally and externally.
• Must possess basic computational ability.
• Must possess computer skills, including, but not limited to, Microsoft Word, Excel, and e-mail functions.
• Knowledge of computerized Front Office systems required with emphasis in Micros-Fidelio based programs (Opera)
• Superior leadership and coaching skills with a proven track record of developing and motivating career minded professionals
• Strong guest service orientation and training skills background required
• Our commitment to Diversity & Inclusion:
• We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
• Join our 'ohana today : Visit our website to learn more about living and working for Fairmont Hawai'i. www.fairmonthawaiijobs.com
• Why work for Accor? Discover a world where life pulses with passion!
• Hospitality is a work of heart! #fairmontcareers #alwayskealani

Benefits

Additional Information

As a Front Office Manager , you will be responsible for ensuring the highest level of guest service is offered through sustained standards at the Front Desk. You will also serve as a resource to the overall operations of the hotel by providing assistance and direction as needed. Salary Range: $80,000 - $85,000

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