Director of Front Office

Company Description Fairmont Breakers is a beloved feature of the Long Beach skyline, a historic landmark with a character and soul of its own. Originally opened in the roaring twenties as a lavish hotel on the waterfront, Breakers was a sought-after destination for world-famous stars. Following an extensive renovation, Fairmont Breakers returns as Long Beach's only luxury hotel, restoring one of California's most storied properties to its original grandeur.

It offers 185 boutique rooms and suites; a rooftop pool and terrace; an open-air rooftop lounge with views of the Pacific; a blissful two-story spa, wellness and fitness center; dining venues and bars including a live jazz club; and 10,000 square feet of indoor and outdoor function space. Whether exploring the comforts of elevated coastal Italian cuisine in Nettuno or dining among the stars with champagne and caviar in Sky Room, Fairmont Breakers aims to delight all of your senses with artful surroundings and innovative offerings from our culinary team.

• Provide vision and direction for the Front Office department, aligning with hotel objectives and brand standards.
• Oversee daily operations for Front Desk, Bell, Valet, and Royal Services ensuring seamless guest experiences.
• Develop and implement departmental policies, SOPs, and training programs to maintain compliance with LQA, Forbes, and brand standards.
• Champion guest loyalty initiatives and ensure enrollment targets are met.

• Lead yield management and revenue strategy discussions to maximize rooms revenue.
• Manage departmental budgets, forecasts, and labor productivity targets.
• Monitor financial performance and implement cost-control measures without compromising service quality.

• Act as the primary point of escalation for guest concerns, ensuring timely resolution and service recovery.
• Maintain a visible presence in the lobby and public areas to engage guests and support team members.
• Drive continuous improvement in guest satisfaction scores (VOG) and loyalty metrics.

• Lead recruitment, onboarding, and performance management for Front Office leadership and staff.
• Foster a culture of engagement through recognition programs, coaching, and career development.
• Conduct regular departmental meetings and pre-shift briefings to communicate goals and updates.

• Partner with Sales, Housekeeping, Engineering, and other departments to ensure operational excellence.
• Oversee emergency procedures and guest communication during crisis situations.

• Ensure adherence to safety policies and maintain a secure working environment.
• Conduct audits and inspections to uphold cleanliness, organization, and brand standards.

• 3+ Years of previous leadership experience required, preferably in luxury setting
• Previous Opera Cloud Property Management System experience preferred
• Previous experience in handling emergency protocols required
• Computer literate in Microsoft Office applications required
• University/College degree in a related discipline preferred
• Must possess a professional presentation
• Strong interpersonal and problem-solving abilities
• Results oriented with the ability to adapt to the challenges of a continually evolving workforce, while remaining flexible and working under pressure
• Highly responsible & reliable
• Ability to work well under pressure in a fast-paced environment
• Ability to work cohesively as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Previously demonstrated leadership skills supporting an environment of colleague growth and development, interdepartmental teamwork and exceptional customer service
• Proven record to coordinate a department to make gains towards targeted GSI, GOP, EEI results
• Must be a creative and effective leader and team player, possessing a high degree of professionalism, energy, and determination
• Ability to analyze data and trends and create strategies for improvement

What is in it for you:

• Salary range: USD $95,000-$110,000 gross per annum
• Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globe.
• We provide learning programs through our Academies to promote growth…