Assistant Manager, Front Office

Assistant Manager, Front Office
The Assistant Manager, Front Office oversees the daily operations of the Front Desk, Guest Services & Royal Service, ensuring a seamless and consistently luxurious experience for Fairmont Palliser guests at every touchpoint. Serving as a key decision-maker when acting as Manager on Duty, this role plays a vital part in managing incidents, handling emergencies, and maintaining the highest service standards.

Operations & Guest Services

• Assist the FOM in executing departmental goals, including guest satisfaction, loyalty program enrollment and management, upsell revenues, and colleague engagement.
• Lead and coach colleagues to provide luxury guest service, ensuring personalized and memorable experiences.
• Conducts training, coaching and assessments on Fairmont, Accor and LQA service standards and fosters a culture of engaging, personalized service in the department.
• Serve as the first point of contact for escalations, identifying and resolving guest concerns urgently, either in person or in writing.
• Manage and oversee arrivals and departures to ensure smooth operations and the highest level of guest satisfaction.
• Take an active role in day-to-day Front Office operations, ensuring a seamless guest experience.
• Meet and greet VIP guests, escort them to their rooms, and follow up to ensure their comfort throughout their stay.
• Ensure the hotel lobby and entrance are always in peak condition, maintaining music, lighting, scent, cleanliness, and maintenance in line with the hotel’s brand and standards.

Leadership

• Act as Manager on Duty, serving as a resource and support to all departments to ensure the smooth overall operation of the hotel in the absence of Department Heads and other Managers.
• Manage, train, develop, and motivate all colleagues reporting to this position to enhance performance and guest satisfaction.
• Develop, implement, and maintain an upsell incentive program to motivate employees and maximize hotel revenue.
• Provide training and guidance on the ALL-loyalty program, including enrollment, perfect arrival standards, daily reconciliation/audit, and colleague engagement.
• Effectively interpret and enforce the Collective Bargaining Agreement to maintain a fair and effective work environment.
• Foster a positive and collaborative culture to achieve superior colleague satisfaction, as measured in the annual Employee Engagement Survey.

Administrative & Financial Responsibilities

• Ensure effective blocking and inventory management for room assignments and reservations.
• Support in monitoring hotel policies and standard operating procedures to ensure adherence across departments.
• Assist in preparing daily reports, forecasts, and occupancy summaries.
• Ensure proper cash handling, billing, and reconciliation procedures.
• Actively participate in daily Hotel and Service Recovery meetings.
• Ensure timely and effective communication among all hotel departments through weekly/monthly departmental meetings.

Safety, Compliance & Emergency Response

https://careers.accor.com/global/en/job/assistant-manager-front-office-in-fairmont-palliser-calgary-canada-jid-51401