Job Description At Fairmont Hotels & Resorts, every guest interaction is an opportunity to create a lasting memory. Your leadership as Front Office Manager will inspire your team to be brand ambassadors, while providing engaging, sincere, personalized service is one of the ways our Front Office Colleagues are turning moments into memories for our guests at Fairmont Hotels & Resorts. Responsibilities Reporting to the Cluster Director of Operations, responsibilities and essential job functions include but are not limited to the following: Ensures guests receive a warm and personalized arrival and departure experiences based on a seamless flow of processes. Ensures guests receive the experience as detailed in brand Standard Operation Procedure (SOP), Fairmont The Norfolk, A Fairmont Hotel Local Standard Operation Procedure (LSOP) as well as Leading Quality Assurance (LQA) standards, and aim to achieve the scores and goals set by management. Ensures service standards and individual performance are aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect. Ensures the smooth running of the hotel operation by performing all tasks in adherence with the code of ethics as issued by Fairmont The Norfolk, A Fairmont Hotel. Upholds a flawless impression and perception of Fairmont The Norfolk, Fairmont Hotel services, products and colleagues. Takes responsibility to ensure 24-hours shift coverage in the Front Office Operation, Royal Service, Guest Service, Concierge and Health Club. Manages any incident that occurs during resident stays or guest visits due to service or product shortfalls. Acts as the center of communication during any incident and takes immediate action to turn the situation around into a satisfying experience. Acts according to hotel emergency and crisis management procedures when applicable and always reinforces hotel values. Adheres to Work Safety and Health (WSH) policies and procedures and ensures all direct reports and peers are trained in and follow WSH guidelines. Executes the annual upsell strategy and achieves all goals as set by management. Cooperates with all departments and divisions in promoting inter-hotel sales and in-house facilities. Handle guest concerns and react quickly, logging and notifying proper areas. Conduct regularly scheduled departmental meeting. Manage the departmental budget. Balance operational, administrative and Colleague needs Assist guests regarding hotel facilities in an informative and helpful way. Follow department policies, procedures and service standards. Other duties as assigned. Physical Aspects of Position (include but are not limited to): Constant standing and walking throughout shift. Qualifications Excellent written and verbal communication, interpersonal and leadership skills. Highly organized, results-oriented with the ability to be flexible and work well under pressure. Degree in Hospitality Management. Fluency in English. Minimum of 3 years previous proven Managerial experience in similar position. Must possess a professional presentation. Strong interpersonal and problem-solving abilities 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. Must have the ability to handle a multitude of tasks and guest requests. Knowledge of Micros-Opera Property Management System is an asset. Should possess or seek certification in basic first aid. Strong guest service orientation and training skills background required. Ability to work independently and prioritize responsibilities. Experience with a hotel loyalty program an asset. Computer proficiency in a Windows environment (Word, Excel, PowerPoint) Additional Information Your team and working environment: Fairmont The Norfolk Hotel has played a leading role in Kenya's colorful history, and continues to be Nairobi's finest and best-known luxury hotel. The town and later the modern city of Nairobi grew up around Fairmont The Norfolk hotel, which boasts 170 guest rooms and suites, and still has its own private tropical gardens. The hotel is still the traditional starting point for safaris and the Lord Delamere Terrace is modern Nairobi's most famous meeting place, where drinks and light meals are served continuously from morning until midnight. Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
