Front Office Manager at Fairmont Hotels & Resorts

• 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.

• 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)

Jobs in Kenya