Assistant Front Office Manager
As Assistant Front Office Manager at Fairmont, you will play a pivotal leadership role in delivering exceptional service and creating memorable guest experiences. You will support the management of daily Front Office operations, inspire and develop the team, and ensure the consistent delivery of Fairmont brand standards across all guest touchpoints.
You will be instrumental in driving operational excellence in line with LQA and Forbes service standards, with particular focus on Guest Relations and the Fairmont Gold Lounge. Through strong leadership, attention to detail, and a guest-centric approach, you will enhance the overall guest journey, foster colleague engagement, and ensure seamless and efficient Front Office operations from arrival through departure.
Responsibilities
Guest Experience & Service Excellence
- Ensure seamless arrival and departure experiences for all guests
- Handle VIP arrivals, guest complaints, and service recovery professionally
- Monitor guest satisfaction scores and implement improvement strategies
- Lead by example with a presence at the front desk during peak hours
- Ensure consistent delivery of personalized, anticipatory service in the lounge and guest rooms
- Proactively anticipate guest needs and coordinate personalized touches with the relevant teams
Team Leadership & Management
- Supervise, coach, and train front office colleagues, including Guest Relations, Fairmont Gold Lounge, Front Desk and Concierge
- Assist with team recruitment, roster scheduling, and performance reviews
- Foster a positive and collaborative team environment aligned with Fairmont’s values
Operations & Financials
- Ensure compliance with company policies, SOPs, and brand standards
- Manage room inventory and coordinate with Reservations and Housekeeping
- Support Front Office Manager in budget preparation and cost control for the department
- Monitor upselling efforts and maximize revenue opportunities
Administrative & Reporting
- Act as Front Office Manager as required, taking charge of the property in the absence of senior leadership
- Respond promptly to guest incidents, emergencies, and service disruptions
- Coordinate effectively with other departments to resolve issues and optimize operations
- Maintain accurate records and report all significant events to management
Knowledge and Experience
- Degree or diploma in Hospitality Management or related field
- Minimum 2 years of experience in a similar Front Office management role in a luxury hotel
- Proficient in Opera PMS and Microsoft Office
- Fluent in English, both verbal and written
- Flexible working shifts, weekends, and holidays as required
Competency
- Guest-oriented and customer focus service minded
- Excellent communication and interpersonal skills
- Strong attention to detail and ability to handle multiple priorities
- Courteous and helpful
- Comfortable working in a dynamic and multicultural environment