Night Guest Service Manager

Responsibilities:

Reporting to the Director of Front Office Operations, responsibilities and essential job functions include, but are not limited to, the following:

• Consistently offer professional, engaging and proactive guest service while supporting fellow Colleagues
• Demonstrate Fairmont core values in all interactions
• Motivate, lead, coach and manage all aspects of team members’ performance toward achieving exceptional guest service and employee engagement results
• Assist the Director of Front Office Operations in managing all aspects of Front Office Operations, providing support to Guest Service Agents and leading the team in the absence of the Director
• Conduct shift briefings and departmental meetings ensuring that colleagues are well informed and prepared to deliver outstanding service
• Complete regular quality assurance inspections and coach staff accordingly
• Resolve guest concerns in a prompt and efficient manner, following correct documentation procedures and ensure managers and relevant departments are notified in a timely manner
• Manage after hours reservation functions
• Liaise with our group contacts to ensure that all of our groups’ needs are well planned and achieved
• Employ a professional and attentive manner and establish positive relationships with guests using your engaging and outgoing interpersonal skills
• Schedule and manage staff to support both our service level commitments and labour cost goals
• Follow and ensure compliance with all corporate, hotel and departmental policies and procedures
• Participate in hotel committees
• Perform any other job and projects as assigned by Director of Front Office

Qualifications:

• Minimum two (2) year of previous Front Office Supervisory experience in luxury hotel environment.
• Experience as Night Auditor or Senior Night Auditor is strongly preferred.
• Must be proficient in Opera or Opera cloud.
• Must be proficient in Microsoft Office Excel, Word, PowerPoint, and Outlook.
• Fluent in English language (verbal & written)
• Excellent supervisory, written/verbal communication and interpersonal skills
• Superior leadership and coaching skills with a proven track record of developing and motivating career-minded professionals.
• Strong guest service orientation and training skills background required.
• Able to balance a variety of conflicting priorities while considering all aspects of the job i.e. Financial, Operational, Human Resources.
• Highly organized, and results-oriented with the ability to be flexible and work well under pressure.
• A degree or Diploma in Hospitality Management is an asset

Additional Information

Physical Aspects of Position (include but are not limited to):

• Sitting: 0-1 Hr/Day; Walking: 6-8 Hr/Day; Standing: 6-8 Hr/Day
• Visual Effort: Medium
• Environmental Stress: Busy Atmosphere