Job Description

Company Description

Centrally located in downtown Calgary, Fairmont Palliser is the city\xe2\x80\x99s premier, landmark hotel. With 407 elegantly appointed guest rooms, Fairmont Palliser is truly the place to be. Join us in delivering the iconic Calgary experience.



Front Office Manager
The Front Office Manager is responsible for leading the day-to-day Front Desk and Guest Services operations and ensuring consistent, luxury service is provided to Fairmont Palliser guests at every interaction point. The Front Office Manager will be a key individual leading the Duty managers and Front Desk and Guest Services colleagues.

What you will be doing:

Reporting to the Director, Front Office, responsibilities and essential job functions include but are not limited to the following:

• Assist the Director, Front Office in leading the Front Desk, Guest Services, Royal Service and Loyalty teams and in the daily operational duties for these areas, with the support of the Duty Managers
• Ensure appropriate training for colleagues and fulfill training role in the absence of the trainer
• Provide a support service for the daily delivery of \xe2\x80\x9cALL\xe2\x80\x9d Loyalty-program and \xe2\x80\x98Welcome -program\xe2\x80\x99
• Assist DFO in executing departmental goals including colleague engagement, guest satisfaction, loyalty program enrollment and management and upsell revenues.
• Ensure Guest satisfaction at all times by ensuring that safety and service is always the first priority.
• Support as Manager on Duty serving as a resource and support to all departments to ensure a smooth overall operation of the hotel in the absence of Department Heads and other Managers.
• Overlook the daily operations including arrivals and departures to ensure a smooth operation and the highest level of guest satisfaction.
• Assist with Front Desk, Guest Services and Royal Service labor planning, ensuring effective scheduling of all colleagues in line with labor management and union standards; review and approve payroll daily.
• Effective interpretation of the Collective Bargaining Agreement is required to ensure a fair and effective work environment is maintained.
• Conduct development and performance management discussions as required in a timely manner and in line with the Collective Bargaining Agreement (CBA).
• Assists with the ALL Loyalty program to promote enrollment, perfect arrival standards, ensure daily reconciliation/audit, and colleague training.
• Ensures all departments are well trained on their specific ALL procedures and review procedures on a regular basis with relevant staff.
• Follow and deliver all Leading Quality Assurance (LQA) Standards for all positions reporting to the FOM.
• Review and block all ALL arrivals at a minimum of 2 days prior to arrival
• Ensure all ALL /VIP guest incidents including previous recovery information (TrustYou, Tripadvisor etc. ) is followed up and completed with guests and relevant departments
• Contact guests during their stay and assist with any needs that arise
• Act as a point of contact for VIP & Regular guests by assisting with reservations & rates, group arrivals and site inspections as required.
• Meet and Greet VIP\xe2\x80\x99s, escort to room and follow up on the comfort of their stay as required.
• Ensure the lobby/entrance is in peak condition at all times to ensure music, lighting, scent, cleanliness and maintenance are in line with hotel image and the time of day.
• Ensure effective and timely communication among all departments and throughout the Hotel through weekly/monthly departmental communication meetings.
• Member of the Emergency Response Team.
• Create a culture that will achieve superior colleague satisfaction as measured in the annual Employee Engagement Survey.
• Ensure adherence of hotel policies and standard operating procedures for each department.

Qualifications

Your experience and skills include:

• Minimum of 3 years\xe2\x80\x99 experience in rooms with a solid foundation in Front Office operating systems
• Highly organized, results-oriented with the ability to be flexible and work well under pressure
• University degree or College diploma in Hospitality Management preferred
• Leadership experience, including experience in training & developing teams, implementing best practices to consistently be creative & innovative; within a union environment preferred
• Knowledge of Property Management System an asset, Opera knowledge preferred
• Desire to provide phenomenal guest experiences, a passion for quality, and attention to detail
• Ability to build strong relationships, foster cooperation and lead a team within a unionized environment
• Successful track record in professionally addressing & resolving difficult and challenging issues at all levels
• Energetic individual who is able to prioritize to complete many diverse tasks concurrently
• Excellent communication skills both written and verbal
• Flexibility to work additional hours as required; including shift work, weekends, public holidays
• Ability to develop and encourage an open, stimulating and trusting environment that reflects our Company Mission, Brand Promise and Values

Additional Information

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

Fairmont Palliser is committed to an employment equity program that includes special measures to achieve diversity among staff.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor\xe2\x80\x99s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow\'s hospitality. Discover the life that awaits you at Accor, visit

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Fairmont