Front Office Assistant Manager

• Approach all encounters with guests and employees in a friendly, service-oriented manner.
• Maintain regular attendance in compliance with Fairmont Standards, as required by scheduling which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, outlined by Fairmont Hotel’s and Resorts grooming policy
• Comply at all times with Fairmont standards and regulations to encourage safe and efficient hotel operations.
• Assist Guest Service Agents (GSAs) with check in and checkouts, confirming all standard operating procedures are followed properly.
• Supervise front desk agent with daily duties.
• Train new employees, help to develop and implement training programs
• Verify and adjust payroll for hourly staff
• Conduct interviews of potential candidates for GSA positions
• Coach and counsel GSAs, Operators and Bell staff on performance, communication and standards
• Maintain performance log for GSAs and perform disciplinary action as necessary.
• Authorize and sign adjustments and paid outs over the limit.
• Responsible for bank and maintaining it at the correct amount.
• Be up to date on all guest services, promotions, and events in the hotel.
• Handle guest complaints, react quickly, logging and notifying proper areas to service guests
• Coordinate timely availability of guestrooms with Housekeeping for check-in
• Oversee Bell and Door staff
• Confirm all daily duties are completed by Front Desk Agents, Operators, and Bell staff
• Must be able to perform all Front Desk duties.
• Brief staff daily on events of the day
• Assure entire staff is updated with new policies and procedures.
• Work with Front Desk staff to maintain and improve guest service scores
• Maintain a presence at hotel meetings and committees, as required
• Responsible for ongoing special projects and duties within the Front Office

• Log all absenteeism and employee lateness
• Oversee key inventory
• Complete special projects in a timely manner as required by FOM or GM
• Block rooms for special groups
• Other duties as required.

• 1+ year of progressive Front Office supervisory experience in a hotel

• 1+ year of progressive Front Office supervisory experience in a hotel
• 2 or 4 year college degree preferred
• Experience in Front desk or customer service in a Hotel environment

• Proficiency in hotel PMS systems (Opera knowledge a plus)

• Proficiency in hotel PMS systems (Opera knowledge a plus)
• Strong communication and problem-solving skills
• Ability to work well under pressure and maintain composure
• Capable of handling financial information and data
• Excellent customer service orientation

• Able to stand for extended periods

• Able to stand for extended periods
• Capable of light work, including lifting up to 20 pounds occasionally

• Flexibility to work long hours as required
• Proficient in using office equipment and software