Assistant Front Office Manager

Responsibilities
Guest Experience & Service Excellence
Ensure seamless arrival and departure experiences for all guests
Handle VIP arrivals, guest complaints, and service recovery professionally
Monitor guest satisfaction scores and implement improvement strategies
Lead by example with a presence at the front desk during peak hours
Ensure consistent delivery of personalized, anticipatory service in the lounge and guest rooms
Proactively anticipate guest needs and coordinate personalized touches with the relevant teams Team Leadership & Management
Supervise, coach, and train front office colleagues, including Guest Relations, Fairmont Gold Lounge, Front Desk and Concierge
Assist with team recruitment, roster scheduling, and performance reviews
Foster a positive and collaborative team environment aligned with Fairmont's values Operations & Financials
Ensure compliance with company policies, SOPs, and brand standards
Manage room inventory and coordinate with Reservations and Housekeeping
Support Front Office Manager in budget preparation and cost control for the department
Monitor upselling efforts and maximize revenue opportunities Administrative & Reporting
Act as Front Office Manager as required, taking charge of the property in the absence of senior leadership
Respond promptly to guest incidents, emergencies, and service disruptions
Coordinate effectively with other departments to resolve issues and optimize operations
Maintain accurate records and report all significant events to management