Front Office Manager

Job title: Front Office Manager

Job description: Front Office Manager

The Front Office Manager is responsible for ensuring we provide the highest level of guest service and ensuring that standards are maintained for all positions within the Front desk. They will be responsible to guide the Front Desk, Concierge and Royal Service departments in achieving our strategic directions through continual focus and reference to these strategies and our vision. The Front Office Manager also serves as a resource to the overall operations of the hotel by providing assistance and direction as needed. Let’s take your career to new heights.

What is in it for you:

• Experience living in Banff National Park in the iconic location of Lake Louise
• Subsidized staff accommodation provided on-site for full time status
• Access to our Lifestyle Program activities
• One duty meal in our newly renovated staff cafeteria
• Competitive extended benefits package including medical, vision and dental for full time permanent status
• Employee Travel Program
• Comprehensive Wellness Platform (LifeWorks)
• Discounts on food & beverage/fitness centre/spa/golf
• Opportunity to develop your talent and grow within Fairmont Chateau Lake Louise and over 5,000 properties with Accor

What you will be doing:

• Ensures that all Front Desk, Concierge and Royal Service policies and procedures are adhered
• Coordinates management of the Front Desk, Concierge and Royal Service while on duty to ensure a smooth operation and the highest level of guest satisfaction
• Seeks feedback on guest satisfaction and resolves problems in accordance with our Mission Statement and philosophy of employee empowerment.
• Responds directly back to guests who experience any issues in regards to Check-in and or Check-out in person, email, phone, or responding to surveys
• Strong & effective communication with all other departments. Conducts and participates in monthly communication meetings
• Provides Guidance and motivation to the Front Desk, Concierge and Royal Service team. Establishes and communicates on a daily basis with the Front Desk teams. A strong commitment to Colleague Satisfaction.
• Creates an environment that allows colleagues to achieve job fulfilment and provides a path for career development with Accor Hotels & Resorts.
• Develops a strong team through active involvement in the operations and through the development and support of a continually evolving team.
• Responsible to balance operational, administrative and colleague needs
• Responsible for ensuring consistency in exceeding guest service expectations
• Oversees group business, reviewing and ensuring details of conference resumes are met and serve as a liaison with the conference conveners
• Establish an ALL (Accor Live Limitless) culture throughout the hotel
• Ensures all departments are well trained on their specific ALL procedures and review procedures on a regular basis
• Ensure all leaders and pre-established colleagues and departments have access to ACDC / Hotellink and have full training and knowledge of the system
• Manage survey comments and track each colleagues VOG score
• One on Ones with AFOMs
• Conduct Assistant Front Office Managers performance evaluations on a timely basis, including corrective action and coaching. Directly influences the future effectiveness of the hotel through involvement in recruitment, hiring, training & motivation of Front Desk colleagues.
• Develops, implements and maintains new incentives to motivate colleagues and maximize hotel revenue
• Ensures effective utilization & productivity of all colleagues through staff planning, hiring, scheduling & adhering to budget
• Effectively maximizes inventory levels during high occupancy/sold out nights
• Adheres to and promotes the Company’s Health & safety policies to ensure a safe work environment and knowledgeable all safety & emergency procedures.
• Ensure a clean and safe working environment, and actively participate in health and safety initiatives
• Adhere to all hotel environmental policies and initiatives
• Carry out any other tasks as assigned

Your experience and skills include:

• Minimum 3 years’ previous leadership or management experience in Front Office operations
• Degree or Diploma in Hospitality Management is an asset
• Proven ability to guide and coach team members
• An operational knowledge and proficiency in Property Management System (Micros-Fidelio) in asset
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint)
• Excellent leadership, written/verbal communication and interpersonal skills
• Strong guest service orientation and training skills background required
• Self‑motivated, with the ability to make effective decisions
• Demonstrates initiative, and the ability to multitask and work with minimal supervision
• Ability to maintain high service levels under pressure
• Ability to consistently stand and walk through out shift

You may be required to work on holidays, weekends, overnights and other non-day shifts. Submission of your application to Fairmont Chateau Lake Louise indicates that you are able to meet these requirements as needed.

Your team and working environment:

• Fast-paced, upscale, luxury hotel
• Close proximity to multiple ski resorts in winter and world-renowned hiking trails in summer
• Hospitality employees worldwide making this a great place to develop lifelong connections

Visa Requirements: Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

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.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow’s hospitality. Discover the life that awaits you at Accor, visit

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Company: Accor

Expected salary:

Location: Lake Louise, AB

Job date: Wed, 23 Jun 2021 23:39:59 GMT