Front Office Manager
Providing engaging, sincere, personalized service is one of the ways our Front Office Colleagues and Leaders are turning moments into memories for our guests at Fairmont Hotels & Resorts. Showcase your leadership and interpersonal strengths as Front Office Manager, where you will lead our team of service ambassadors, maximize Front Office operations and ensure exceptional guest service.
Hotel Overview: Fairmont Sonoma Mission Inn & Spa is the ultimate elegant oasis, blessed by natural mineral hot springs in the Sonoma Valley. An idyllic, world famous wine growing region abundant with local products, our resort is designed to exude the California Wine Country experience.
Summary of Responsibilities: Reporting to the Director of Operations, responsibilities and essential job functions include but are not limited to the following:
- Accountable for the strategic leadership of Front Office department; manage all aspects of the Front Office department, including Front Desk, Royal Service (Telephone Operations), Concierge, and Guest Services
Consistently leading, coaching and mentoring the entire Front Office Team to offer professional, friendly and engaging service, while ensure guest concerns are handled and resolved quickly by logging and notifying proper areas to ensure speedy and personalized resolution to create outstanding guest satisfaction
Develop and Implement trainings & SOP’s to align with Accor and Fairmont Service standards for all new and existing colleagues with a strong focus to positively improve results in Guest Satisfaction (VOG), Compliance with Brand Standards (LQA), Colleague Engagement (EES), Guest Loyalty (LCAH/ALL) while ensuring the Front Office participates in all Hotel Committees
Work closely with the all other department & Divisions within the property, i.e. Accounting, Sales, Spa, F&B, Housekeeping etc. to ensure that there is a high degree of focus on Teamwork and that processes are always being reviewed to ensure we are easy to do business with.
Maximize room’s revenue through participating in yield management meetings and implementing/supporting agreed upon Revenue Management strategies and practices, along with any & all upsell programs to ensure effective and proactive yield management, to support increasing the properties RevPAR index within the competitive set
Drive the Employee Engagement of Front Office Department and sub-departments, including creating and implementing Action Planning, conducting regularly scheduled departmental meetings, overseeing the effective performance and development of all colleagues and building a culture of empowerment and respect
Prepare annual budgets & monthly forecasts while administering the operation in a fiscally responsible manner, in addition to leading, coaching, mentoring & supporting all areas of the Front Office in the achievement of the financial and operational targets
Review and Control all labor costs, and full utilization of Watson to ensure complete compliance with Labor Management Systems, and review all Purchases for the department while being consistently aware of brand standards, Avendra, Purchasing Procedures quality & cost
Oversee the recruitment, selection, training and development of all Colleagues to ensure timely talent acquisition and career growth
Follow department policies, procedures, safety and service standards
Lead department participation and leadership in all colleague events, committee meetings, and community functions
- Assisting the Senior Leadership team in the preparation of the annual strategic plan and achieve the goals and targets therein
- Available for any and all shifts and holidays as needed
Ensuring Health & Safety is our # 1 priority, while supporting & encouraging all Planet 21, RiiSE and other ACCOR Corporate Responsible Programming
Other duties as assigned
Previous luxury hotel Front Desk leadership experience required
Previous Property Management System experience required
Computer literate in Microsoft Window applications required
University/College degree in a related discipline preferred
Must possess a professional presentation
Strong interpersonal and problem solving abilities
Highly responsible & reliable
Ability to work well under pressure in a fast paced environment
Ability to work cohesively as part of a team
Ability to focus attention on guest needs, remaining calm and courteous at all times
Visa Requirements: Applicant must be able to prove eligibility to legally work in the United States.
APPLY TODAY: Whether you’re launching your career or seeking meaningful employment, we invite you to visit http://www.fairmontcareers.com/ to learn more about Fairmont Hotels & Resorts—and the extraordinary opportunities that exist!
ABOUT FAIRMONT HOTELS & RESORTS At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. And we know that, to offer our guests the best, we first need to offer our employees the best. That’s why you'll find exceptional work opportunities—throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific—as well as industry-leading training, career development, recognition and rewards. Fairmont Hotels & Resorts is a celebrated collection of hotels that includes landmark locations like London’s The Savoy, New York’s The Plaza, and Shanghai’s Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment; we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. A community and environmental leader, Fairmont is also regarded for its responsible tourism practices and award-winning Green Partnership program. An exciting future awaits!
Fairmont Sonoma Mission Inn & Spa is an Equal Opportunity Employer EOE/M/F/V/D
- Job type
- Sonoma, CA, United States
- Starting in
- As soon as possible
- Duration of the contract