Summary
Creating an engaging work environment for Colleagues of Fairmont Hotels & Resorts is as important as turning moments into memories for our guests. The standards and values you model as Assistant Housekeeping Manager will inspire your team – not only to ensure exceptional guest rooms, public areas and heart of the house areas, but also to grow their careers with Fairmont.
What is in it for you:
Employee benefit card offering discounted rates in Accor worldwide
Learning programs through our Academies and the opportunity to earn qualifications while you work
Opportunity to develop your talent and grow within your property and across the world!
Ability to make a difference in the local community through our Corporate Social Responsibility activities, like ESG
What you will be doing:
Reporting to the Front Office Manager, responsibilities and essential job functions include but are not limited to the following:
To be responsible for the day-to-day operations of Front Office with a primary focus on providing outstanding service to our internal and external guests as laid out in our front office standards.
To lead and coach the front desk team towards achieving the highest levels of exceptional guest service and colleague satisfaction results, through the application of all our standards and policies.
Ensure that the reception, Lobby area and the Business centre are always clean, mis en place in place
To handle guest requests inquiries and complaints in a pleasant, professional and accommodating manner
Seeks feedback on guest satisfaction and responds to guest enquiries or complaints within 24 hours completing this with a follow up to the AFOM or FOM in accordance to our values, mission and vision. Follow ups on all GIA's raised to ensure all the raised issues have been addressed.
Ensure co-ordination for all groups arriving are done in advance i.e. check in, baggage handling, luggage collection upon check in/out e.t.c are handled with utmost attention to minimize crowding in the lobby both on arrival and departure.
Attend Resume meetings organized by the Catering teams for expected and arriving guests.
Ensure that the Three day Window is done for all arrivals to check that all the billing instructions and future reservations are all in order
Assist the FPC Co-ordinator with the FPC Arrivals, checking of the VIP rooms prior to arrival as well as ensure that the Loyalty Program enrollments are done.
Ensure that they are the Up sell champions for the Up sell program for the front office to assist maximize our room revenues.
Assist Assistant FOM to conduct daily trainings for the front desk agents.
To keep uniform neat and clean and be well groomed in accordance to rules in the Colleague Handbook as well as ensure that every work area is perfection clean.
Handle other projects and tasks as assigned by the FOM.
Qualifications
Your experience and skills include:
Previous leadership experience required
Previous Property Management System experience required
Computer literate in Microsoft Window applications required
University/College degree in a related discipline preferred
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
