Duty Manager
2 weeks ago
Company Description
Fairmont Hotels & Resorts is known for blending intimacy with luxury - boasting a collection of over 90 exceptional hotels where special moments, joy, and personal achievements are cherished long after each visit. Since 1907, Fairmont has crafted extraordinary and memorable hotels, each brimming with character and deeply rooted in the history, culture, and community of their locations - iconic destinations like The Plaza in New York City, The Savoy in London, Fairmont San Francisco, Fairmont Banff Springs in Canada, Fairmont Peace Hotel in Shanghai, and Fairmont The Palm in Dubai. Renowned for its exceptional service, breathtaking public spaces, locally-inspired cuisine, and iconic bars and lounges, Fairmont values innovation in hospitality and leads in sustainable and responsible tourism practices. Fairmont is part of Accor, a global hospitality group with over 5,400 properties spanning more than 110 countries, and is affiliated with ALL - Accor Live Limitless, a lifestyle loyalty program offering a wide array of rewards, services, and experiences.
Job Description
Job Objective
This role oversees the smooth daily operations of the Front Desk, ensuring all hotel guests and visitors receive top-notch service and attention consistently.
Primary Duties
Front Office Operation
- Conduct daily briefings to relay essential information to team members
- Supervise staff tasks to maintain high service quality and meet department standards
- Review and improve Front Desk workflow and standards
- Analyze rate variance report to control rooms revenue
- Communicate with Front Office Manager on guest service & hotel operations
- Document guest issues in the logbook
- Supervise shift handover procedures
- Coordinate with other hotel departments as needed
- Provide management presence by addressing guest needs and complaints efficiently
- Assist Guest Relations with guest interactions
- Regularly inspect front and back of house areas for cleanliness
- Ensure frontline staff utilizes marketing strategies effectively
- Monitor guest credit and billing instructions
- Manage full house situations and handle overbooking
- Ensure Valet Desks and driveways are operational at all times
- Enforce Safety, Security, and Loss Control policies
- Conduct Night Audit Process
Team Management
- Orient and train team members on service standards
- Monitor team appearance and professionalism
- Motivate team members to excel
Other Responsibilities
- Maintain knowledge of food & beverage services and hotel features
- Be well-versed in hotel fire & life safety procedures
- Attend all assigned briefings, meetings, and trainings
- Adhere to uniform and appearance standards
- Perform duties as assigned by hotel management
Main Challenges in the Role
Maintaining top-notch service standards at the Front Desk to meet revenue targets and guest expectations.
Requirements
Qualifications and Experience
- Diploma in Tourism / Hospitality Management
- Minimum of 3 years' experience in a similar role
- Proficient in English (reading, writing, speaking)
- Knowledge of MS Excel, Word, PowerPoint, and Opera Cloud
Competencies
- Strong leadership, interpersonal, and training abilities
- Excellent communication and customer service skills
- Detail-oriented with a focus on results and service
- Ability to multitask and perform under pressure
- Team player and motivator
- Professional appearance and demeanor
Additional Information
Our Embrace of Diversity & Inclusion:
We are dedicated to diversity and inclusion, striving to attract, hire, and support a diverse range of talent.
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