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About the Role
Oversee and support the daily operations of the Front Office, providing engaging, sincere, and personalized service to turn moments into special memories for guests. Lead, train, and recognize the team to ensure exceptional guest experiences and support hotel metrics.
Responsibilities
- Oversee and support the daily operations of the Front Office
- Consistently offer professional, friendly, and engaging service
- Assist guests regarding hotel facilities in an informative and helpful way
- Supervise and motivate Front Office staff, ensuring they are well-trained, efficient, and provide exceptional guest experiences
- Pro-actively support achievement of hotel metrics, including the Front Desk upsell program and enrolling members in the hotel loyalty program
- Assist in resolving guest complaints, issues, or requests in a timely and effective manner
- Maintain Fairmont service standards through audits and daily coaching
- Conduct performance evaluations and provide coaching to team members
- Assist in scheduling and managing staff shifts, ensuring adequate coverage during peak times
- Communicate through pre-shift logs, emails, and departmental meetings all pertinent information for the respective shift and areas of operation
- Provide training to new front desk staff members and ensure ongoing development of team members
- Keep up-to-date on industry trends, hotel systems, and service standards and make recommendations for improvements
- Ensure the public areas are presentable at all times
- Ensure compliance with hotel policies and procedures, including safety and security regulations
- Other duties as assigned
Requirements
- Bachelor’s degree in a relevant field or a combination of equivalent education and/or experience is required
- Fluency in English
- Minimum of 2-3 years of experience in a front desk or guest services role in a hotel, with at least 1 year in a supervisory capacity
- Ability to handle a multitude of tasks and Guest requests
- Knowledge of Opera Cloud Property Management System an asset
- Should possess or seek certification in basic first aid
- Ability to work independently and prioritize responsibilities
- Flexibility to work evenings, weekends, and holidays
- Experience with a Hotel loyalty program an asset
- Computer proficiency in a Windows environment (Word, Excel, PowerPoint)
- Must have proof of eligibility to work in the United States
Skills
- Passion for guest service
- Excellent written and verbal communication skills
- Interpersonal skills
- Leadership skills
- Highly organized
- Results-oriented
- Ability to be flexible
- Ability to work well under pressure
- Exceptional problem-solving abilities
- Strong guest service orientation
- Training skills background
Location
- United States
Work Type
- Permanent
- Full-Time
Experience Level
- Minimum of 2-3 years of experience in a front desk or guest services role in a hotel
- At least 1 year in a supervisory capacity
Education Level
- Bachelor’s degree in a relevant field or equivalent education and/or experience
Salary/Compensations
- $86,900 to $104,200 USD Gross annually
Benefits
- Exclusive benefits, specific to the sector and beyond
- Strong recognition for your daily commitment
About the Company
- Accor is a pioneer in the art of responsible hospitality, gathering more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries.
- Accor offers a caring environment and a team where employees can be themselves, grow, fulfill themselves, discover other professions, and pursue career opportunities.
- Accor aims to create lasting, memorable, and impactful experiences for customers, colleagues, and the planet.
Equal Opportunity
- We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
- Fairmont San Francisco is an Equal Employment Opportunity Employer EEOE M/F/V/D