Front Office Manager

Company Description

Fairmont Breakers Long Beach will revive one of California’s best-known and beloved luxury hotels. Originally opened in the roaring twenties as a lavish hotel on the waterfront, The Breakers was a sought-after destination for world-famous stars. The historic property will reopen after a significant restoration, creating 185 boutique rooms and suites; a rooftop pool and terrace; an open-air rooftop lounge with 360-degree views of the Pacific; a blissful two-story spa, wellness and fitness center; live jazz club; and 10,000 square feet of indoor and outdoor function space.

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’s 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 https://careers.accor.com/

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

This experience begins with a new kind of workplace, one where the energy is contagious, the stories are invigorating, and the challenges present inspiring opportunities to make your mark.

Job Description

• Lead and manage all aspects of the Front Office department and ensure all service standards are followed for Front Desk, Bell, Royal Service, and support Valet and Concierge as needed.
• Maximize rooms revenue through participating in yield management meetings and implementing supporting agreed upon Revenue Management strategies and practices
• Handle guest concerns and react quickly, logging and notifying proper areas
• Manage the departmental budget
• Balance operational, administrative and Colleague needs
• Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment. 
• Review the room availability and check status of departures on a daily basis.
• Lead, coach, train, and mentor the Front Desk, Royal Service, and Bell team ensuring the correct sequence of events for proper registration and checkout of guests. 
• Manage staffing levels as occupancy fluctuates, and assign breaks and tasks
• Drive the standards throughout the department, maintain consistency, and conduct audits for successful quality program results (LQA/Forbes/Amex). 
• Ensure efficient guest registration, check out, and telephone service.  Ensure that their duties are completed in accordance with established policies, procedures, and standards.
• Resolve guest and employee concerns expeditiously in a manner.
• Attend pre-conference meetings, review all group resumes, and handle group requests for front office.
• Handle emergency procedures, emergency panel, and communication to guests during crisis situations.
• Ensure efficient Talent Selection process within the department by leading recruitment efforts and talent management of team members
• Champion employee engagement initiatives
• Ensure monthly forecast for Front office is accurate and on target.
• Execute labor standards and productivity in line with hotel target.
• Develop and implement trainings & SOP’s to align with Accor and Fairmont Service Standards for all new and existing colleagues to positively improve results in Guest Satisfaction (VOG), Compliance with Brand Standards (LQA/Forbes), Employee Engagement (EES) and Guest Loyalty (ALL).
• Champion the Loyalty program initiatives and enrollments in line with hotel target
• Participate in ongoing training of associates for continued performance improvement.
• Maintain a daily log of all guests’ opportunities with corrective action steps.
• Perform duties of front desk and royal service as required
• Other duties as assigned

Qualifications

• 3+ Years of previous leadership experience required, preferably in luxury setting
• Previous Opera Cloud Property Management System experience preferred
• Previous experience in handling emergency protocols required
• Computer literate in Microsoft Office applications required
• University/College degree in a related discipline preferred
• Must possess a professional presentation
• Strong interpersonal and problem-solving abilities
• Results oriented with the ability to adapt to the challenges of a continually evolving workforce, while remaining flexible and working under pressure
• 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
• Previously demonstrated leadership skills supporting an environment of colleague growth and development, interdepartmental teamwork and exceptional customer service
• Proven record to coordinate a department to make gains towards targeted GSI, GOP, EEI results
• Must be a creative and effective leader and team player, possessing a high degree of professionalism, energy, and determination
• Ability to analyze data and trends and create strategies for improvement

Additional Information

What is in it for you:

• Salary Range: USD $75,000 to $82,000
• Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globe.
• We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential.
• 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 and WATCH

Accor is proud to be an Equal Opportunity Employer EOE/M/F/V/D.

We provide an environment of trust, respect, and integrity.  A home away from home where diversity and inclusion are celebrated. Privacy and personal information are protected. Through Accor’s Employee Value Proposition, we ensure fair treatment and a workplace free from discrimination & harassment.

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. We commit to a future where diverse identities are celebrated, and equitable and inclusive practices are woven into the fabric of everything we do as an organization.