Company DescriptionCentrally located in downtown Calgary, Fairmont Palliser is the city’s premier, landmark hotel. With 407 elegantly appointed guest rooms, Hawthorn Dining Room & Bar, 24-hour In-Room Dining and more than 19,000 sq.ft. of newly renovated event space, Fairmont Palliser is truly the place to be. Join us in delivering the iconic luxury experience.Job DescriptionFront Office ManagerThe Front Office Manager is responsible for leading the day-to-day operations of our Front Desk, Guest Services and Royal Service departments, ensuring consistent and luxury service is provided to Fairmont Palliser guests at every interaction point. The Front Office Manager will be a key individual leading the Assistant Front Office Managers, Front Desk, Guest Services and Royal Service colleagues.Reporting to the Director, Front Office, responsibilities and essential job functions include but are not limited to the following: Assist the Director, Front Office in leading the Front Desk, Guest Services and Royal Service teams and in the daily operational duties for these areas, with the support of the Duty ManagersEnsure appropriate training for colleagues and fulfill training role in the absence of the trainerObserving colleague's productivity, providing constructive feedback, coaching, and recognition when applicableAssist Director, Front Office in executing departmental goals including colleague engagement, guest satisfaction, loyalty program enrollment and management of upsell revenuesEnsure Guest satisfaction at all times by ensuring that safety and service is always the first priorityOverlook the guest resolution for concerns raisedSupport as Manager on Duty serving as a resource and support to all departments to ensure a smooth overall operation of the hotel in the absence of Department Heads and other ManagersOverlook the daily operations including arrivals and departures to ensure a smooth operation and the highest level of guest satisfactionAssist with Front Desk, Guest Services and Royal Service labor planning, ensuring effective scheduling of all colleagues in line with labor management and union standards; review and approve payroll dailyEffective interpretation of the Collective Bargaining Agreement is required to ensure a fair and effective work environment is maintainedConduct development and performance management discussions as required in a timely manner and in line with the Collective Bargaining Agreement (CBA)Assists with the ALL Loyalty program to promote enrollment, perfect arrival standards, ensure daily reconciliation/audit, and colleague trainingAct as a point of contact for VIP & regular guests by assisting with reservations & rates, group arrivals and site inspections as requiredEnsure effective and timely communication among all departments and throughout the Hotel through weekly/monthly departmental communication meetingsMember of the Emergency Response TeamCarry out any other duties and responsibilities as assignedQualificationsMinimum of 3 years’ management experience in Rooms with a solid foundation in Front Office operating systemsUniversity degree or College diploma in Hospitality Management preferredKnowledge of Property Management System an asset, Opera knowledge preferredLeadership experience, including experience in training & developing teams, implementing best practices to consistently be creative & innovative; within a union environment preferredExcellent communication skills both written and verbalHighly organized, results-oriented with the ability to be flexible and work well under pressureFlexibility to work additional hours as required; including shift work, weekends, public holidaysDesire to provide phenomenal guest experiences, a passion for quality, and attention to detailAbility to build strong relationships, foster cooperation and lead a team within a unionized environmentSuccessful track record in professionally addressing & resolving difficult and challenging issues at all levelsEnergetic individual who is able to prioritize to complete many diverse tasks concurrently in operationsAbility to develop and encourage an open, stimulating and trusting environment that reflects our ValuesAdditional InformationWhat is in it for you:Employee benefit card offering discounted rates in Accor worldwideLearning programs through our AcademiesOpportunity 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 Sustainability ProgramMust be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization. Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
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