Assistant Front Office Manager, Full-time

Location: Victoria

Company Description
Recognized as the #1 Best Canadian Hotel in Travel + Leisure's 2024 World's Best Awards, Fairmont Empress is located in Victoria, BC, overlooking the city's sparkling Inner Harbour. A Forbes recommended and MICHELIN key hotel that offers 431 beautifully appointed guest rooms and suites, Fairmont Spa with signature West Coast experiences, and Q at the Empress featuring Pacific Northwest cuisine, an award-winning wine list, and regionally focused cocktail culture.

World-famous Tea at the Empress is served in the Lobby Lounge with stunning harbour views.

The magnificent property completed a $60+ million restoration in 2017 that celebrated its proud history while moving the hotel into a new era of modern luxury and transforming the iconic property into a must-visit destination. In 2023, the property introduced a revamped Fairmont Gold Experience, including a major renovation to the Fairmont Gold floor. 88 Fairmont Gold rooms and a newly renovated lounge are ready to accommodate guests.

Located on Vancouver Island, Canada's Castle on the Coast is the ideal starting point to explore British Columbia's stunning natural and expansive beauty. Historic Hotels Worldwide recognizes the property's prestigious grounds as the Top 25 Most Magnificent Gardens in the World.

Job Description
ASSISTANT FRONT OFFICE MANAGER
Reporting to the Director of Front Office, the role of AFOM is responsible for a seamless operation of the Front Office department at all times.

What Is In It For You

Employee benefit card offering discounted rates at Accor properties worldwide and additional benefits for Fairmont and Raffles colleagues

Exclusive Employee and Friends & Family Discounts at Fairmont Hotel Vancouver

Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler

Opportunity to develop your talent and grow within your property and across the world!

Complimentary meal during your shift through our Colleague Dining Program

Complimentary uniform laundering

Access to our comprehensive benefits and wellness programs, including extended healthcare benefits and RMT, dental, vision, and complimentary counseling, wellness sessions, financial and family planning through Life Works

Access to our company-matched Defined Contribution Pension Plan (DCPP)

Opportunity to develop your talent through coaching and our Leadership Mentoring Programs

Competitive salary starting at $60,200 depending on experience level

What You Will Be Doing

Supporting company and hotel policies and procedures including the promoting and participation in Colleague Engagement, Health and Safety, Voice of Guest, Forbes Luxury Standards, and ALL Loyalty Program

Participating in scheduling, ordering, and financial reporting

Ability to work effectively and provide leadership in a management team with shared responsibilities.

Oversee Front Office daily operations as “manager on duty”, with direct accountability for leadership of Front Office operations (Front Desk, Guest Services, Reservations, and Royal Service).

Coaching and development of Colleagues to ensure service standards and goals are met and exceeded

Responsible for ensuring that all guest issues/complaints receive prompt action and follow up and are communicated effectively to all relevant areas.

Taking charge of Groups and Tours from a Front Office perspective from pre-convention meetings to on-site support for Directors and Guests

Liaise with key departments (Housekeeping, Food & Beverage, Royal Service, Reservations and Sales and Conference Services) to ensure smooth sense of arrival and departure.

Participating in interviewing, recruiting and selection of new team members

Liaise with VIP parties, special attention guests, ensuring that accommodation is in order, inspecting where necessary, greet, escort and contact when possible upon arrival.

Liaise with the F&B team to ensure proper communication of amenities and guest requests.

Attendance at all required Hotel meetings.

Thorough knowledge of emergency procedures and general crisis situation procedures

All other duties as assigned.

Qualifications
Your experience and skills include

Excellent knowledge of Front Office Procedures

Knowledge of Micros Fidelio Opera and Microsoft Office Applications

Previous leadership experience required

Highly organized, career and result oriented with the ability to be flexible with work hours including night shifts days off, assignments and additional duties.

Must be able to work well under pressure in a fast-paced and constantly changing environment

Must possess excellent interpersonal and motivational skills

Second language is an asset

Professional manner, positive and resilient personality and ability to work with minimal oversight

Excellent interpersonal and communication skills, both written and verbal.

Degree/Diploma in Hospitality Management or a university degree, a strong asset

Additional Information
Physical Aspects of Position (include but are not…