Overnight Front Office Manager

Create a positive work environment for all overnight team members.Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment. Review the room availability and check status of departures on a daily basis.Manage Front Office with sharp business acumen, maximizing occupancy, revenue and average rate while minimizing guest relocations.Assist in forecasting, evaluate daily room revenue and labor vs business levels.Relay all pertinent information to the guest Service and Front Desk Agents, the following shift supervisor, Front Desk Manager, and all relevant areas in the rooms division.Supervise, coach, and mentor the Front Desk Agents ensuring the correct sequence of events for proper registration and checkout of guests. Assign breaks and specific tasks relative to credit, missing addresses, printing registration cards, registering and keying guests, creating check-in packets, posting charges, and overall cleanliness and organization of the Front Desk.Ensure required reporting is accurately completed and sent out per compliance guidelines.Manage staffing levels as occupancy fluctuates.The number one priority is to be driving the standards while out on the floor with the Front Desk Agents and Bell Attendants. Ensure efficient guest registration, check out, and telephone service.  Ensure that all duties are completed in accordance with established policies, procedures, and standards.Handle any guest challenges that may arise and offer meaningful resolution. Resolve any guest opportunity to ensure complete guest satisfaction. Then use opportunity as a training tool for the Front Desk Agents so the problem does not arise again.Create a welcoming environment for all guests and patronsAccept requests from guests regarding luggage handling and storage, delivery of items. Maintain all logbooks, keeping them accurate, updated and in good order. Resolve guest and employee concerns expeditiously in a manner, which is beneficial to all involved.Conduct daily pre-shift meetings. Participate in ongoing training of colleagues for continued performance improvement. Recognize outstanding performance by service personnel and handle discipline as per standard operating procedures.Inspect colleagues’ uniforms and operational departmental areas for cleanliness and organization, correcting as necessary and communicate expectations of these areas to the staff.Manage successful coordination of overnight requests for maintenance and housekeeping, and offer appropriate follow-up.Ensure standards including LQA/Forbes 5 stars are adhered to by all overnight team members.Conduct audits and self-audits to ensure compliance of standards.Participate in the talent selection and recruitment for front office overnight colleagues.Lead the talent management initiatives and activities such as reviews, coaching, training, and disciplinary actionsConduct employee performance reviews.Accept payment for guests’ accounts both at the time of registration and at checkout.Maintain a house bank and make a deposit and accurate report of receipts daily. Exchange currency for guests. Maintain a daily log of all guests’ opportunities with corrective action steps.Follow-up on any unresolved situations in a timely manner and pass on appropriate information to other Managers for handling.Handle fire panel activityManage different emergency situations as they ariseWhen necessary, actively contribute to the successful operation of the hotel by labeling, handling, and/or storing guest luggage or delivering guest items on request.Support bell, door, valet, Royal Service, and concierge desk as needed.Understand and practice the local and federal laws and regulations as they affect Fairmont Breakers.Prepare special reports, manage projects, and take on new initiatives as directed by management.Review and approve payroll timesheetsRegular and predictable attendanceAny other duties as assigned