Position Description:


The Front Office Manager is responsible for maintaining the highest level of 5 diamond service offered to guests through management of the functional areas of Guest Reception and PBX.

Responsibilities:

Overseeing the entire Front Office and PBX operation in a AAA 5 Diamond property including but not limited to;
Ensure smooth and efficient check-ins and check-outs.
Constantly audit and maintain 5 Diamond Standards within the Front Office and PBX area
Handle and resolve all guest issues in a professional manner and according to highest industry standards and practice .
Oversee the hiring and training of Front Desk and PBX personnel.
Monitor and manage employee performance to promote consistency and adhesion in the AAA standards of service.
Engage in the mentoring and development of Supervisors and Assistant Managers within the Front Office.
Maximize revenue potential and profitability through inventory management and upsell incentives.
Ensure Revenue Management policies and procedures are understood and practiced by all Front Desk staff.
Handling all emergency situations and maintaining emergency procedures.
Ensure effective inter-departmental communication and cooperation in the interest of guest satisfaction and cost management .
Maintain a safe and hazard free work environment.
Conduct monthly communication meetings in FO and PBX .
Champion and lead the Fairmont Presidents Club program.
Enforce the company core values of Respect, Integrity, Teamwork and Empowerment.
Support the Director of Operations in achieving the Fairmont Olympic Hotel's performance and financial goals.

Qualifications:

Diploma in Hospitality Management or a University degree an asset
3 years leadership experience in Rooms, including a solid working knowledge of Front Desk operating systems
Dynamic, enthusiastic, creative leader who thrives under pressure and is able to perform multiple functions and troubleshoot when needed
Proficiency in Opera PMS V4 (Micros Fidelio) or equivalent hotel management system
Proven leadership skills which supports an environment of employee growth and development, interdepartmental teamwork and exceptional customer service
Excellent communication skills both written and verbal
Superior problem solving abilities
Ability to work various shifts.
Knowledge of Word and Excel is considered an asset

Location
  The Fairmont Olympic Hotel, Seattle