Front Office Manager
2 weeks ago
Company Description
Makkah Clock Royal Tower, A Fairmont Hotel, is located only a few steps away from the Masjid Al Haram and the Holy Ka’aba. This 76-story hotel, one of the world’s tallest, is the focal point of the Abraj Al Bait Complex, part of the King Abdul Aziz Endowment Project, is the iconic symbol of hospitality in the Holy City. The hotel authentic hospitality is seen throughout 1618 guest rooms and suites are thoughtfully and elegantly appointed-with extravagant amenities and five-star services that allow for peaceful reflection and repose.
**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.
Reporting to Director of Rooms, 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), Makkah Clock Royal Tower, 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 Makkah Clock Royal Tower, A Fairmont Hotel.
- Upholds a flawless impression and perception of the Makkah Clock Royal Tower, A 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.
- Other duties as assigned.
**Qualifications**:
- Passion for guest service.
- 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/Diploma in Hospitality Management is an asset.
- Fluency in English is an asset.
- Minimum of 2 years previous proven Managerial experience in similar position.
- Must have the ability to handle a multitude of tasks and guest requests.
- Knowledge of Micros-Opera Property Management System 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
**Our commitment to Diversity & Inclusion**:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
**Why work for Accor?**
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
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