Assistant Manager, Front Office

• Assist the Front Office Manager in executing departmental goals, including guest satisfaction, loyalty program enrollment and management, upsell revenues, and colleague engagement
• Lead and coach colleagues to provide luxury guest service, ensuring personalized and memorable experiences
• Conducts training, coaching and assessments on Fairmont, Accor and LQA service standards and fosters a culture of engaging, personalized service in the department
• Serve as the first point of contact for escalations, identifying and resolving guest concerns urgently, either in person or in writing
• Manage and oversee arrivals and departures to ensure smooth operations and the highest level of guest satisfaction
• Take an active role in day-to-day Front Office operations, ensuring a seamless guest experience
• Meet and greet VIP guests, escort them to their rooms, and follow up to ensure their comfort throughout their stay
• Act as Manager on Duty, serving as a resource and support to all departments to ensure the smooth overall operation of the hotel in the absence of Department Heads and other Managers
• Manage, train, develop, and motivate all colleagues reporting to this position to enhance performance and guest satisfaction
• Develop, implement, and maintain an upsell incentive program to motivate employees and maximize hotel revenue
• Provide training and guidance on the ALL-loyalty program, including enrollment, perfect arrival standards, daily reconciliation/audit, and colleague engagement
• Effectively interpret and enforce the Collective Bargaining Agreement to maintain a fair and effective work environment
• Foster a positive and collaborative culture to achieve superior colleague satisfaction, as measured in the annual Employee Engagement Survey
• Ensure effective blocking and inventory management for room assignments and reservations
• Support in monitoring hotel policies and standard operating procedures to ensure adherence across departments
• Assist in preparing daily reports, forecasts, and occupancy summaries
• Ensure proper cash handling, billing, and reconciliation procedures
• Actively participate in daily Hotel and Service Recovery meetings
• Actively promote a safe work environment and ensure all Front Office colleagues are knowledgeable about emergency procedures
• Serve as a member of the Emergency Response Team, ensuring the hotel’s emergency protocols are followed
• Ensure compliance with health, safety, and security standards at all times
• Carry out any other duties and responsibilities as assigned by hotel management

• Minimum of 2 years of experience in Rooms Division with a strong foundation in Front Office operating systems
• Previous supervisory experience and a strong desire to develop as a leader
• Proven leadership experience in training, mentoring, and developing teams while driving innovation and best practices
• Demonstrated ability to professionally address and resolve complex challenges across all levels
• A post-secondary degree in Hospitality or Business is an asset, but all disciplines are welcome
• Thrives in fast-paced environments, embraces learning, and stays committed to growth
• Willingness to work flexible hours, including shift work, weekends, and public holidays, as required
• Highly organized, adaptable, and able to thrive under pressure in a fast-paced, dynamic environment
• Excellent verbal and written communication skills
• Committed to fostering an open, engaging, and trusting work environment that aligns with the company’s mission, brand promise, and values
• Motivated to take on challenges, drive results, and make an impact
• Passion for delivering exceptional guest experiences, with a strong focus on quality and attention to detail
• Strong relationship-building skills with the ability to foster teamwork and lead effectively within a unionized setting
• Must be legally eligible to work in Canada

A post-secondary degree in Hospitality or Business is an asset

• Complimentary upgrades
• Extended stays
• Discounted stays across Fairmont & Raffles properties
• Special dining and wellness discounts
• Comprehensive benefits package including health, paramedical, dental, vision, life, and disability coverage for eligible employees
• Company-matched pension plan, as well as RRSP & TFSA options
• Complimentary meal in staff cafeteria during shifts