Company Description

Why work for Fairmont?

At Fairmont, our passion is to connect our guests to the very best of our destinations. From the beaches of Hawaii to the deserts of the United Arab Emirates to the heart of London, our hotels offer guests extraordinary places, created by combining unique architecture, expressive decor and artistry, and magnificent features. Add engaging service, and the result is an unforgettable guest experience.

Job Description

If you enjoy a job where every day is different, then Overnight Front Office Manager is the role for you! As an Overnight Front Office Manager, you will lead the front office team by demonstrating exemplary guest service and follow through. You will be essential in creating an environment where the team is motivated and creative, ensuring guests have a pleasant experience throughout their stay.

What you will be doing:

Consistently offer professional, friendly and engaging serviceYou provide a warm welcome and assists guests according to Fairmont Hotels & Resorts Brand StandardsYou assist the Director of Front Office in all aspects of the department and ensure service standards are followedYou are able to manage the operation and make decisions in the absence of senior leadershipYou are familiar with all policies and procedures relating to the Front Desk, Security, Reservations, Guest Services and Food & Beverage, providing hands-on support as neededYou ensure that the entire Front Office and the surrounding areas including Lobby, Concierge, and Front Desk is continuously clean and tidyYou provide managerial support for Front Desk and Guest Services in the daily operational duties for these areas in the absence of the department managersYou ensure proper staffing and scheduling of all Front Office colleagues in accordance to productivity guidelinesYou are an inspiration to all hotel staff to achieve luxury levels of performanceYou are an ambassador of Fairmont Hotels & Resorts by providing an excellent first impressionYou communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operationYou are an integral part of the management team, attends all scheduled meetings and contributes actively with proper preparationYou train Front Desk Colleagues and fulfill training role in the absence of the trainerYou drive rate and RevPar through upselling room typesYou resolve guest complaints and concerns with a solution that is tailored to the guests and is solved in a timely mannerYou assist the Front Office and Accounting Teams in the completion of Daily Accounting, IT and Audit workYou generate and distribute management reportsYou assist the guests with any comments, questions, or concerns during their stayYou make recommendations for activities and restaurantsYou assist with luggage and transportations inquiriesYou enroll guests to Accor Live Limitless loyalty program and update profiles when applicableYou liaise with other Departments in regards to special Guest requirements (i.e. Guest Services, Guest Experience, Housekeeping, In Room Dining, and Engineering)You are present at the Reception desk whenever possibleYou deal promptly and effectively with any complaintsYou coordinate arrivals and departures, monitor waiting times, always keep guests informed and ensure that they are as comfortable as possibleYou conduct a handover at the end of each shift with relieving staff, informing them of any special requirements or problemsYou liaise with Housekeeping as to which rooms do not need to be turned down if occupancy allowsYou liaise with Guest Services to ensure swift baggage dispatch and collectionYou follow up on late cancellations and no shows and charge when appropriateYou check the next day’s arrivals correspondence, confirming car, restaurant and theatre bookings and ensure that all guest needs are dealt with satisfactorily.You coordinate with Rooms Controller on all room allocations, ensuring effective communication of these with Front Desk AgentsYou deal with room moves, and ensures seamless communication of these with the relevant departmentsYou check potential room revenue for any discrepancies and do necessary correctionsYou balance the inventory (room types) for the next dayYou maintain amicable and co-operative working relations with all other departmentsYou are responsible for identifying any training needs of Front Desk Team and creating action plans to develop the team’s skillsYou ensure enough supplies of all stationary items are in storageYou organize workflow and ensuring that associates understand their duties or delegated tasksYou visually observe associate productivity and provide constructive feedback and coaching when applicableYou determine and communicate necessary projects for operation or cleanlinessYou train new Front Desk Agents (onboarding and continuing training)You train colleagues on correct procedures as requiredYou develop colleagues in order for them to learn and growYou ensure staffing levels are appropriate for hotel occupancy, arrivals, and departuresYou ensure all appropriate paperwork is received from guest and colleagues for accountingYou prioritize the daily activities of the Front Desk TeamYou assist in ensuring breaks are taken as scheduledYou ensure cleanliness, safety and order in all Front Desk areas and reports and action deficiencies as necessaryYou contact guests via preferred method in the lobby, dining area, or other parts of propertyYou are familiar with Hotel’s technology and communication platforms, and utilize to ensure hotel operation and guest satisfactionYou are familiar with Fairmont Century Plaza, all the facilities and services offeredFollow all safety and sanitation policiesOther duties as assigned

What is in it for you:

Salary Range: USD$85,000 to USD$110,000 gross.Discounted hotel rooms, food & beverage rates and spa services to employees at our sister properties around the globe.Duty meal in our staff cafeteria and dry cleaning of work attireLearning programs through our Academies to promote growth and development so that you can perform at your full potentialOpportunity to develop your talent and grow within your property and across the world!Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21 and WATCH
Qualifications

Qualifications:

Ability to communicate fluently with our guests and colleaguesMust be able to handle a multitude of tasks in an intense, ever-changing environmentAbility to focus attention on guest needs, remaining calm and courteous at all timesStrong knowledge of Opera Property Management System is an assetComputer literate in Microsoft Windows applications an assetStrong guest service orientation and training skills background requiredExperience with a Hotel loyalty program an assetMust be able to type 25 words per minuteMust possess a professional presentationMust be flexible in terms of working hoursStrong interpersonal and problem solving abilitiesHighly responsible & reliableAbility to work well under pressure in a fast paced environmentAbility to research and investigate information to enable strategic decision-makingAbility to work cohesively with fellow colleagues as part of a teamAbility to use various computer softwareAbility to handle cash effectively and accurately

Education and Experience:

University degree or College diploma in Hotel Management preferredMinimum of two year’s work experience in relevant discipline beneficialMinimum of one year’s work experience in a supervisory/management role beneficialMinimum of one year’s work experience in a luxury hotel beneficialMinimum of one year’s work experience as a Front Desk Supervisor preferred

Language Skills:

Fluent spoken and written EnglishFluency in a second language is an asset

Mathematical Skills:

Able to add, subtract, multiply, and divide all units of measure

Reasoning Ability:

Ability to be observant with meticulous attention to detailAbility to follow instruction and work quickly and thoroughlyAbility to think through situations in a rational manner while under pressureLogical and structured thinking, balancing budgetary and guest’s needsAbility to see the bigger picture and possible repercussions of decisionsBeing able to determine which department could best help the guestStaying calm when assisting a guest in emergency situations, and knowing what questions to ask

Physical Demands:

Ability to walk, stand, kneel, and bend for up to 9 hours a dayAbility to work under pressure and stressAbility to work at a fast paceAbility to ascend and descend stairs safelyAbility to type on keyboard and use computer mouse
Additional Information

Your team and working environment:

What was true in 1966 remains true to this day: The Century Plaza Hotel is part of a visionary development intent on doing what others could only imagine. Previously deemed the “Western White House,” (as the only venue outside the White House to host state dinners), Century Plaza’s place in history remains unshakeable. A modernized take on luxury and elevated guest experience from product to people enlivens the real wow factor.

This experience begins with a new kind of workplace, one where the energy is contagious, the stories are invigorating, and the challenges present inspiring opportunities to make your mark. We provide an environment of trust, respect, and integrity.  A home away from home.  Where diversity and inclusion are celebrated. Privacy and personal information are protected. Through Accor’s Employee Value Proposition, we ensure fair treatment and a workplace free from discrimination & harassment.

Visa Requirements:  Must provide proof of eligibility to be employed in the United States of America.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. We commit to a future where diverse identities are celebrated, and equitable and inclusive practices are woven into the fabric of everything we do as an organization.

Fairmont Century Plaza is an Equal Opportunity Employer EEO M/F/V/D

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