Director, Front Office

The Fairmont Empress - Victoria, BC (30+ days ago)

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Primary Location
: Canada-Victoria-The Fairmont Empress
Employee Status
: Regular

Director, Front Office

Reporting to the Director, Rooms, the Director of Front Office 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, Reservations, Royal Service Concierge and Guest Services Departments. The Director of Front Office will be responsible to guide these departments in exceeding our strategic objectives through continual focus and reference to the pillars which support our vision. The Director of Front Office also serves as a resource to the overall operations of the hotel by providing assistance and direction as needed.

Regarded as a Condé Nast Readers’ Choice and Gold List hotel, and honoured with the Travel + Leisure distinction as a top Canadian hotel, the Fairmont Empress graces Victoria’s sparkling Inner Harbour with an iconic presence. This luxury hotel in Victoria, British Columbia, offers 464 beautifully appointed guest rooms and suites, and expansive meeting and wedding space adjacent to the Victoria Conference Centre. Located on the picturesque West Coast of Canada, this is the ideal location to explore all the natural beauty of Vancouver Island.

Built in 1908, Fairmont Empress recently underwent a $60M complete restoration, resulting in the addition of a new restaurant and bar, Q at the Empress. In addition, the hotel now boats 464 fully restored guest rooms and suites, Lobby Lounge, reception lobby, function space, Willow Stream Spa, fitness center, and swimming pool.

The mandate of the position is to work directly with the Director, Rooms, in the planning and direction of the front office operations, ensuring that guest expectations are consistently exceeded, that the shareholders receive a preferred return on their investment and that all staff’s full potential is recognized. More specifically, the Director of Front Office will:

Coordinate the management of the Front Office, Reservations, Royal Service Concierge, and Guest Services departments to ensure a smooth operation and the highest level of guest satisfaction.
Seek feedback on the guest experience and resolve problems in accordance with our company mission statement.
Manage the performance of the Front Office, Reservations, Royal Service Concierge and Guest Services teams effectively through focus on colleague hiring, retention, training, problem resolution, coaching, succession planning and accountability.
Coach and mentor colleagues and supporting leaders; create and foster an environment that allows colleagues to achieve job fulfillment while providing a path for career development within Accor.
Develop strong teams through active involvement in the operation and the support and development of a continually evolving workforce.
Balance operational, administrative, financial, and colleague needs.
Provide passionate direction in support of achieving our hotel’s strategic goals.
Maximize rooms’ revenue through the management of an engaging Front Desk upsell program as well as participating in weekly revenue management meetings. The DFO will support and implement the agreed upon Revenue Management strategies and practices.
Effectively maximize occupancy levels during high demand/sold out nights.
Oversee the arrival and departure of all group business; reviewing and ensuring the details of conference resumes are met and serve as a liaison with the conference conveners. Attend all pre-convention meetings on behalf of the Front Office.
Maintain a high degree of visibility and participation in the day to day operation of the department to ensure a high level of understanding of both guest and colleague issues at all times.
Oversee the arrival and departure experience of all Business Development Trips (Site Inspections/ FAMs); liaising with the designated Sales Manager and ensuring that all requirements are met.
Review all arrival and VIP reports to ensure all special requirements are met or exceeded.
Develop/update job descriptions, job task checklists, training manuals, systems and procedures for all positions and ensure they are clearly documented and easily accessible.
Participate as an active member of the hotel’s Crisis Management team; be responsible for ensuring the safety of both our guests and staff and be well versed on all emergency procedures and crisis situation management, including fire procedures and the operation of the fire panel.
Promote a safe working environment by adhering to hotel Health and Safety standards.
Conduct and coordinate timely performance reviews for all team members.
Conduct and participate in weekly/monthly department, division, and hotel wide communication meetings.
Manage labour and operational expenses in accordance with our standards, budget, and forecast; ensure effective utilization & productivity of all colleagues through planning, hiring, and scheduling.
Assist in the preparation of yearly labour, operational expense and capital budgets for the Front Office, as well as monthly forecasts.
Actively participate in Fairmont Empress’ environmental program and supports department specific initiatives in working towards sustainable operations.

Extensive knowledge of Front Office operations, brand standards and 5 Diamond standards required. Applicants with previous management experience as a Front Office Manager will be given priority.
University degree or College diploma in Hotel Management is an asset.
Knowledge of Front Office technology systems required; with an emphasis on Property Manager aka Opera.
Proficiency in Microsoft Office; specifically Excel.
Superior leadership & coaching skills with a proven track record of developing and motivating career minded professionals.
Very strong guest service orientation and training background required.
Able to balance a variety of conflicting priorities while considering all aspects of the job i.e. Financial, Operational, HR.
Highly organized, results-oriented with the ability to be flexible and work well under pressure.
Previous leadership experience in a 5 Diamond or 5 star hotel environment is an asset.

APPLY TODAY : Whether you’re launching your career or seeking meaningful employment, we invite you to visit to learn more about Fairmont Hotels & Resorts—and the extraordinary opportunities that exist! For more information, please contact Taylor Acton, Recruitment Advisor at . Telephone: 250-389-2716 Fax: 250-389-2728.

Job Level
: Management / Supervisory
: Full-time
: Day Job
: No
Closing Date
: Ongoing

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