Assistant Front Office Manager

1 month ago

Boston Massachusetts, United States FAIRMONT Full time
Job Description

Assistant Front Office Manager

If creating memories and being part of an exceptional guest experience appeals to you, perhaps you would be interested in joining the outstanding team of hospitality professionals at the Fairmont Copley Plaza.

What is in it for you:

Employee benefit card offering discounted rates in Accor worldwide

Learning programs through our Academies

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 Planet 21

 

What you will be doing:

Responsible for the day-to-day operations of the Front Desk, Concierge, Bell Staff and Royal Service departments with a primary focus on the overall operation of the Front Desk.

Manager on Duty serving as a resource and support to all departments in the absence of a Department Head and Executive Committee Members.

Leads and coaches the Front Office team towards achieving the highest levels of guest service through consistent delivery of Service standards, and opportunities to create memorable experiences. 

Leads the Front Office team towards achieving the highest levels of exceptional guest service and colleague satisfaction results, through the application of all Corporate and property standards and policies.

Review arrival reports and VIP reports to ensure all special requirements are met or exceeded.

Strong focus on development and implementation of departmental goals and projects in the areas of occupancy and yield management, guest service and standards, health and safety, and employee engagement.

Actively seeks feedback from colleagues and guests and follows up by taking appropriate action.

Ensure effective utilization and productivity of all employees in the Front Office, including involvement in forecasting, payroll, scheduling and adhering to budget parameters.

Schedule the colleagues within budgeted guidelines and provides best coverage for service demands. In periods of low occupancy, control distribution of rooms to maximize Housekeeping efficiency.

Developing an enthusiastic and guest driven Front Desk team through recruitment, performance appraisals, recognition, incentive programs, communication meetings, and additional career development.

Builds a cooperative team spirit by demonstrating best practices, including listening, providing positive and constructive feedback and timely follow up. 

Continuously Committed to provide excellent service and exceed guests expectations

Excellent departmental and inter-departmental skills.  Co-ordinates all Front Office and related operations. Builds and maintains excellent working relationships with key departments including, Reservations, Housekeeping, Engineering, Restaurants, Sales, and Conference Services. 

Responsible for cash float.

Ensure a safe work environment is maintained at all times and that all colleagues are committed to working safely.

Participates and demonstrates leadership on Hotel Committees.

Seeks feedback on guest satisfaction and responds to guest complaints, completes follow up on the Manager on Duty Pass-on, and resolves problems in accordance to our corporate values, mission and vision within a timely manner.

All other duties assigned by the Director of Front Office.  

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