Responsibilities:Responsibilities and essential job functions include but are not limited to the following: Consistently offer professional, friendly and engaging serviceLead daily operations in Front Office and ensure all service standards are followed for Front Desk and Bell, while supporting Valet, Concierge, and Royal Service/Reservations as needed.Handle guest concerns and react quickly, logging and notifying proper areasAssist with the monthly departmental meetingsBalance operational, administrative and Colleague needsAssist guests regarding hotel facilities in an informative and helpful wayFollow department policies, procedures and service standardsFollow all safety policies 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.Relay all pertinent information to the team on a daily and per shift basis.Lead, coach, train, and mentor the Front Desk and Bell team ensuring the correct sequence of events for proper registration and checkout of guests. Assign breaks and specific tasks.  Manage staffing levels as occupancy fluctuates.Drive the standards throughout the department, maintain consistency, and conduct audits for successful quality program results (LQA/Forbes/Amex). When observing the front office colleagues, ensure efficient guest registration, check out, and telephone service.  Ensure that their duties are completed in accordance with established policies, procedures, and standards.Resolve any guest opportunity to ensure complete guest satisfaction.  Then use opportunity as a training tool for the Front Desk Agents so the problem does not arise again.Create a welcoming environment for all guests and patrons; assure that all guests are acknowledged while in the lobby either verbally or visually (adhering to the 10-5 rule). Accept requests from guests regarding luggage handling and storage, delivery of items. Maintain all logbooks, keeping them accurate, updated and in good order. Resolve guest and employee concerns expeditiously in a manner, which is beneficial to all involved.Conduct daily pre-shift meetings. Attend pre-conference meetings, review all group resumes, and handle group requests for front office.Handle and manage emergency procedures, emergency panel, and communication to guests during crisis situations.Ensure efficient Talent Selection process within the department by leading recruitment efforts.Lead the talent management initiatives of team members, including coaching, counseling, training, disciplinary action, and termination.Participate in the performance review of employees.Review labor standards and assist in creating schedules in the labor management system.Review and approve payroll, and comment on employee timecard editsChampion employee engagement initiativesAssist in the development and implementation of 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).Promote the Loyalty program initiatives and enrollments in line with hotel targetInspect associates’ uniforms and operational departmental areas for cleanliness and organization, correcting as necessary and communicate expectations of these areas to the staff.Accept payment for guests’ accounts both at the time of registration and at checkout.Maintain a house bank and make a deposit and accurate report of receipts daily. Maintain a daily log of all guests’ opportunities with corrective action steps.Perform duties of front desk, bell, and royal service as requiredOversee inventory levels pertaining to suppliesBe able to participate proficiently in functions outside one’s department when called upon.Ensure a safe working environment is maintained at all times and that all colleagues are committed to working safely.Regular and predictable attendanceOperations may require coverage on different periods of the day including morning, evening, overnight, weekends, and holidays.Other duties as assigned
