Director of Front Office
Inspiring and engaging. As a Director of Front Office, you will show your leadership and interpersonal strengths to maximize the Rooms Operations, and ensure an exceptional guest journey.

Do you enjoy helping others and building emotional connections to make people feel special and welcomed? If so, then we want YOU to be part of our Fairmont Royal York family.

Every day you will be responsible for engaging with our guests, clients and colleagues. You will create the essential Toronto experience at the hotel that has been a Canadian icon for over 91 years.  You will be given the responsibility to ensure that our guests and colleagues feel WELCOMED, CARED FOR and INCREDIBLE. Being part of the Fairmont Royal York family is more than providing warm and consistent service. As an ambassador of Fairmont Royal York, you will take the initiatives necessary to turn moments into memories by taking the time to understand our guests’ purposes: why are they staying at Fairmont Royal York, what is their length of stay and what are their preferences and passions?

Making our guests feel heard and cared for creates an emotional connection to our brand and builds loyalty. 

These emotional connections are not just for guests. As part of the Fairmont Royal York family, you will be tasked with creating impactful relationships with your colleagues.

As a Professional Leader, you will lead yourself through: positive orientation, self-development self-management, problem solving and decision making. You will lead others through: leading and engaging with your team, developing others and communicating effectively. You will lead the business by: being guest-focused, forward-thinking and planning, business awareness and business improvement.

If creating these lasting relationships and experiences excites you, read more about how your role supports our vision of continuing to create the essential Toronto experience!

Are you outgoing, energized creating great guest experiences, and results driven? If yes, you could be our next Director of Front Office! In this role, you are responsible for overseeing daily operations of the Front Desk, Concierge, Deloitte floor, Royal Service, and Loyalty departments. This includes operational supervision, scheduling, coaching, and directing of approximately 100 team.

What is in it for you:

 

• Employee Assistance Program (EAP)
• Extended Healthcare Plan Coverage
• Opportunity to develop your talent and grow within the Company and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
• All Heartists Travel Program for stays at properties world-wide

What you will be doing:

• Exemplifying the values of a service focused organization
• Frequent and direct contact with guests, both in proactive and recovery situations
• Regular coaching of leaders and front line employees to optimize performance
• Scheduling and payroll management for team of 100+ employees
• Coordination with multiple departments to achieve the desired guest and employee experience
• Overseeing adherence to brand guidelines for loyalty programming
• Weekend coverage
• Ensure service standards are met and exceeded and actively seeking feedback and follow up on Guest comments
• Strong ability to work effectively amongst a large management team with shared responsibilities 
• Develops and implements new systems and standards to improve guest experience
• Overseeing the Group and Conventions from a Front Office perspective from the pre-convention to post-convention stage
• Acts as liaison with key departments (Housekeeping, Guest Services, Reservations) to ensure a seamless arrival, stayover and departure process
• Participates in interviewing, recruiting of new team members
• Strong knowledge of emergency procedures and general crisis situation procedure 
• Supports company and hotel policies and procedures including the promoting and participation of Employee Engagement, Sustainable practices and Health & Safety initiatives 
• Manage room inventory, payroll and expenses to achieve profitability targets
• Other duties as assigned Exemplifying the values of a service focused organization
• Liase with VIP parties and special attention guests 
• Strong knowledge of emergency procedures and general crisis situation procedure 
• Participates in scheduling, supervising and training of Reception Managers, Front Office staff including performance evaluations and development reviews

Your experience and skills include:

• Service focused personality is essential and previous leadership experience required
• Proven record of growth of service and engagement performance indicators
• Previous experience in similar position a strong asset Desk Manager or Front Office manager role an asset
• Minimum 3-5 years’ experience in hotel front office operations, ideally in 500+ key property with strong business segmentation, 3+ star/diamond property
• Working knowledge of Oracle property management systems or similar 
• Experience employees
• Leadership experience in a unionized environment
• Highly organized, career and result oriented with the ability to be flexible with hours, days off, assignment and additional duties
• Able to work calmly under pressure in a fast-paced and constantly changing environment
• Possess excellent interpersonal, written and verbal communication skills
• Excellent team player 
• Proven ability to influence employees to excellence
• Solid knowledge of Front Office and Housekeeping Procedures
• Post-Secondary School Education with Diploma or Degree in Hotel Management an asset

Physical Aspects of Position (included but not limited to):

• Frequent standing and walking throughout shift
• Frequent lifting and carrying up to 30 lbs
• Constant kneeling, pushing, pulling, lifting
• Frequent ascending or descending ladders, stairs and ramps

Your team and working environment:

For over 91 years, Fairmont Royal York has stood proudly as a Toronto landmark. When the hotel opened in 1929 it was the tallest building in the British Common Wealth and contained 1,048 rooms, a concert hall, library, extensive bakery, radio station and even a hospital. Today, this essential downtown landmark has completed a multi-million dollar transformation, reimagining its lobby, rooms, dining venues, event spaces, and Fairmont Gold – the property’s exclusive hotel within a hotel luxury experience. Another stunning chapter for Fairmont Royal York has begun. To learn more, click here.

Note: Must already be legally entitled to work in Canada to be considered for the position.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

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