Assistant Front Office Manager

Accor is a global hospitality leader with more than 45 brands and over 5,700 hotels worldwide, recognized for pioneering service, innovation, and a culture centered on people and meaningful guest experiences . Its portfolio spans luxury to economy, including iconic brands such as Fairmont, Sofitel, Raffles, Novotel, and ibis, serving travelers across more than 110 countries . Fairmont Dallas, part of Accor's luxury portfolio, is an iconic hotel located in the heart of the Dallas Arts District.

The property features 545 elegantly appointed guest rooms and suites, with over 73,000 square feet of flexible meeting space. Its prime location places guests' steps from world-class dining, shopping, museums, entertainment venues, and the Central Business District, making it one of the city’s premier destinations for both business and leisure travelers.

Assistant Front Desk Manager
Inspiring and engaging. As an Assistant Front Desk Manager, you will show your leadership and interpersonal strengths to maximize the Rooms Division Operations and ensure an exceptional guest journey. You will be responsible for the management of all aspects of the Front Office functions, in accordance with hotel standards. You direct, implement, and maintain a service and leadership philosophy, which serves as a guide to respective staff.

What you will be doing:

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Basic knowledge of surrounding area.
• Maintain complete knowledge at all times of:
  • all hotel features/services, hours of operation.
  • all room types, numbers, layout, decor, appointments and location.
  • all room rates, special packages and promotions.
  • daily house count and expected arrivals/departures.
  • room availability status for any given day.
  • scheduled in-house group activities, locations and times.
  • all hotel and departmental policies and procedures.
• Access all functions of the computer system.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff is knowledgeable on such.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjust schedules throughout the week to meet the business demands.
• Ensure that staff reports to work as scheduled. Document any late or absent employees.
• Coordinate breaks for staff.
• Assign work duties to staff.
• Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
• Inspect grooming and attire of staff; rectify any deficiencies.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Constantly monitor staff performance in all phases of service and job functions; rectify any deficiencies with respective personnel.
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor communication logs and ensure that guest requests are followed up within 15- 20 minutes.
• Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
• Monitor guest mail and ensure that it is processed according to procedures.
• Monitor and ensure that express checkouts are processed through the system.
• Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist staff with their job functions to ensure optimum…