Assistant Front Office Manager

Reporting to the Director of Front Office, the role of AFOM is responsible for a seamless operation of the Front Desk at all times.

Hotel Overview:  

Fairmont Empress is the destination in Victoria, located in the heart of the city overlooking Victoria's sparkling Inner Harbour. The 464 room hotel has completed an exciting $60 million dollar strategic renovation. This transformation has married the original classic details with world class modern touches creating a luxury oasis with unique food and beverage venues celebrating the Pacific North West as well as a rejuvenating Willow Stream Spa.  The hotel has partnered with Forbes to continue to elevate our unique West Coast culture and service to provide individual and authentic guest experiences.

RESPONSIBILITIES:

• Supporting company and hotel policies and procedures including the promoting and participation in Colleague Engagement, Health and Safety, Voice of Guest, Forbes Luxury Standards, and ALL Loyalty Program
• Participating in scheduling, ordering, and financial reporting
• Ability to work effectively and provide leadership in a management team with shared responsibilities.
• Oversee Front Office daily operations as “manager on duty”, with direct accountability for leadership of Front Office operations (Front Desk, Guest Services, Reservations, and Royal Service).
• Coaching and development of Colleagues to ensure service standards and goals are met and exceeded
• Responsible for ensuring that all guest issues/complaints receive prompt action and follow up and are communicated effectively to all relevant areas.
• Taking charge of Groups and Tours from a Front Office perspective from pre-convention meetings to on-site support for Directors and Guests
• Liaise with key departments (Housekeeping, Food & Beverage, Royal Service, Reservations and Sales and Conference Services) to ensure smooth sense of arrival and departure.
• Participating in interviewing, recruiting and selection of new team members
• Liaise with VIP parties, special attention guests, ensuring that accommodation is in order, inspecting where necessary, greet, escort and contact when possible upon arrival.
• Liaise with the F&B team to ensure proper communication of amenities and guest requests.
• Attendance at all required Hotel meetings.
• Thorough knowledge of emergency procedures and general crisis situation procedures
• All other duties as assigned.

QUALIFICATIONS:

• Excellent knowledge of Front Office Procedures
• Knowledge of Micros Fidelio Opera and Microsoft Office Applications
• Previous leadership experience required
• Highly organized, career and result oriented with the ability to be flexible with work hours including night shifts days off, assignments and additional duties.
• Must be able to work well under pressure in a fast-paced and constantly changing environment
• Must possess excellent interpersonal and motivational skills
• Diploma/Degree in Hotel Management an asset
• Second language is an asset
• Professional manner, positive and resilient personality and ability to work with minimal oversight
• Excellent interpersonal and communication skills, both written and verbal.
• Degree/Diploma in Hospitality Management is an asset