Front Office Supervisor

If you enjoy a job where every day is different, then Overnight Front Office Supervisor is the role for you! As an Overnight Front Office Supervisor, 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 service

You provide a warm welcome and assists guests according to Fairmont Hotels & Resorts Brand Standards

You assist the Director of Front Office in all aspects of the department and ensure service standards are followed

You are able to manage the operation and make decisions in the absence of senior leadership

You are familiar with all policies and procedures relating to the Front Desk, Security, Reservations, Guest Services and Food & Beverage, providing hands-on support as needed

You ensure that the entire Front Office and the surrounding areas including Lobby, Concierge, and Front Desk is continuously clean and tidy

You provide managerial support for Front Desk, Guest Services and Housekeeping in the daily operational duties for these areas in the absence of the department managers

You are an inspiration to all hotel staff to achieve luxury levels of performance

You are an ambassador of Fairmont Hotels & Resorts by providing an excellent first impression

You communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation

You train Overnight Front Desk Colleagues and fulfill training role

You drive rate and RevPar through upselling room types

You resolve guest complaints and concerns with a solution that is tailored to the guests and is solved in a timely manner

You assist the Front Office and Accounting Teams in the completion of Daily Accounting, IT and Audit work

You generate and distribute management reports

You assist the guests with any comments, questions, or concerns during their stay

You make recommendations for activities and restaurants

You assist with luggage and transportations inquiries

You enroll guests to Accor Live Limitless loyalty program and update profiles when applicable

You 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 possible

You deal promptly and effectively with any complaints

You coordinate arrivals and departures, monitor waiting times, always keep guests informed and ensure that they are as comfortable as possible

You conduct a handover at the end of each shift with relieving staff, informing them of any special requirements or problems

You liaise with Guest Services to ensure swift baggage dispatch and collection

You follow up on late cancellations and no shows and charge when appropriate

You deal with room moves, and ensures seamless communication of these with the relevant departments

You check potential room revenue for any discrepancies and do necessary corrections

You maintain amicable and co-operative working relations with all other departments

You ensure enough supplies of all stationary items are in storage

You visually observe associate productivity and provide constructive feedback and coaching when applicable

You determine and communicate necessary projects for operation or cleanliness

You ensure all appropriate paperwork is received from guest and colleagues for accounting

You prioritize the daily activities of the Front Desk Team

You assist in ensuring breaks are taken as scheduled

You ensure cleanliness, safety and order in all Front Desk areas and reports and action deficiencies as necessary

You are familiar with Hotel’s technology and communication platforms, and utilize to ensure hotel operation and guest satisfaction

You are familiar with Fairmont Grand Del Mar, all the facilities and services offered

Follow all safety and sanitation policies

Other duties as assigned

This position operates on a 4-day, 10-hour workweek. The regular schedule includes two daytime shifts and two overnight shifts each week.

Employees assigned to overnight shifts are eligible for an overnight shift differential, providing additional hourly compensation for all qualifying overnight hours worked.

Two-year hotel Front Office experience plus one year of supervisory experience preferred.

Must be able to speak, read, write and understand the primary language(s) used in the workplace

High school or equivalent education required. Bachelor’s Degree preferred

Must be able to read and write to facilitate the communication process

Requires good communication skills, both verbal and written

Must possess basic computational ability

Must possess basic computer skills

Ability to supervise subordinate staff, including, but not limited to, assignment of duties, evaluating service and…