Assistant Manager, Front Office

Assistant Manager, Front Office – Fairmont Hotels & Resorts

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Centrally located in downtown Calgary, Fairmont Palliser is the city’s premier, landmark hotel. With 407 elegantly appointed guest rooms, Fairmont Palliser is truly the place to be. Join us in delivering the iconic Calgary experience.

The Assistant Manager, Front Office oversees the daily operations of the Front Desk, Guest Services & Royal Service, ensuring a seamless and consistently luxurious experience for Fairmont Palliser guests at every touchpoint. Serving as a key decision maker when acting as Manager on Duty, this role plays a vital part in managing incidents, handling emergencies, and maintaining the highest service standards.

• Assist the FOM in executing departmental goals, including guest satisfaction, loyalty program enrollment and management, upsell revenues, and colleague engagement.
• Lead and coach colleagues to provide luxury guest service, ensuring personalized and memorable experiences.
• Conduct training, coaching and assessments on Fairmont, Accor and LQA service standards and foster a culture of engaging, personalized service in the department.
• Serve as the first point of contact for escalations, identifying and resolving guest concerns urgently, either in person or in writing.
• Manage and oversee arrivals and departures to ensure smooth operations and the highest level of guest satisfaction.
• Take an active role in day‑to‑day Front Office operations, ensuring a seamless guest experience.
• Meet and greet VIP guests, escort them to their rooms, and follow up to ensure their comfort throughout their stay.
• Ensure the hotel lobby and entrance are always in peak condition, maintaining music, lighting, scent, cleanliness, and maintenance in line with the hotel’s brand and standards.

• Act as Manager on Duty, serving as a resource and support to all departments to ensure the smooth overall operation of the hotel in the absence of Department Heads and other Managers.
• Manage, train, develop, and motivate all colleagues reporting to this position to enhance performance and guest satisfaction.
• Develop, implement, and maintain an upsell incentive program to motivate employees and maximize hotel revenue.
• Provide training and guidance on the ALL‑loyalty program, including enrollment, perfect arrival standards, daily reconciliation/audit, and colleague engagement.
• Effectively interpret and enforce the Collective Bargaining Agreement to maintain a fair and effective work environment.
• Foster a positive and collaborative culture to achieve superior colleague satisfaction, as measured in the annual Employee Engagement Survey.

• Ensure effective blocking and inventory management for room assignments and reservations.
• Support monitoring hotel policies and standard operating procedures to ensure adherence across departments.
• Assist in preparing daily reports, forecasts, and occupancy summaries.
• Ensure proper cash handling, billing, and reconciliation procedures.
• Actively participate in daily Hotel and Service Recovery meetings.
• Ensure timely and effective communication among all hotel departments through weekly/monthly departmental meetings.

• Actively promote a safe work environment and ensure all Front Office colleagues are knowledgeable about emergency procedures.
• Serve as a member of the Emergency Response Team, ensuring the hotel’s emergency protocols are followed.
• Ensure compliance with health, safety, and security standards at all times.

Carry out any other duties and responsibilities as assigned by hotel management.

• Minimum of 2 years of experience in Rooms Division with a strong foundation in Front Office operating systems.
• Willingness to work flexible hours, including shift work, weekends, and public holidays, as required.
• Diploma in Hospitality Management or a related field is an asset.
• First Aid certification must be completed or be willing to obtain it.
• Passion for delivering exceptional guest experiences,…