Accor is hiring: Assistant Front Office Manager in San Francisco

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As a pioneer in responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, you will be able to truly find yourself and they all share a common ambition: to keep innovating and challenging the status‑quo.

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart. You will join a caring environment and a team where you can be all you are, grow, fulfil yourself, discover other professions and pursue career opportunities in your hotel or in other hospitality environments, in your country or anywhere in the world. You will enjoy exclusive benefits and strong recognition for your daily commitment, with a deep sense of meaning: create lasting, memorable and impactful experiences for guests, colleagues and the planet.

Job Description

Providing engaging, sincere, personalised service is one of the ways our Front Office Colleagues are turning moments into special memories for our guests at Fairmont Hotels & Resorts. Showcase your interpersonal strengths as Assistant Front Office Manager, where you will lead, train and recognise your team in support of exceptional guest service.

Reporting to the Director of Front Office, responsibilities and essential job functions include but are not limited to the following:

• Oversee and support the daily operations of the Front Office
• Consistently offer professional, friendly and engaging service
• Assist guests regarding hotel facilities in an informative and helpful way
• Supervise and motivate Front Office staff, ensuring they are well‑trained, efficient and provide exceptional guest experiences
• Pro‑actively support achievement of hotel metrics, including the Front Desk upsell programme and enrolling members in the hotel loyalty programme
• Assist in resolving guest complaints, issues or requests in a timely and effective manner
• Maintain Fairmont service standards through audits and daily coaching
• Conduct performance evaluations and provide coaching to team members
• Assist in scheduling and managing staff shifts, ensuring adequate coverage during peak times
• Communicate through pre‑shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation
• Provide training to new front desk staff members and ensure ongoing development of team members
• Keep up‑to‑date on industry trends, hotel systems and service standards and make recommendations for improvements
• Ensure the public areas are presentable at all times
• Ensure compliance with hotel policies and procedures, including safety and security regulations
• Other duties as assigned

Qualifications

• Passion for guest service
• Excellent written and verbal communication, interpersonal and leadership skills
• Highly organised, results‑oriented with the ability to be flexible and work well under pressure
• Exceptional problem‑solving abilities
• Bachelor’s degree in a relevant field or a combination of equivalent education and/or experience is required
• Fluency in English
• Minimum of 2‑3 years of experience in a front desk or guest services role in a hotel, with at least 1 year in a supervisory capacity
• Must have the ability to handle a multitude of tasks and guest requests
• Knowledge of Opera Cloud 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 prioritise responsibilities
• Flexibility to work evenings, weekends and holidays
• Experience with a hotel loyalty programme an asset
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint)

Additional Information

Salary Range: $74,000 to $99,000 USD Gross annually

Visa Requirements

Must have proof of eligibility to work in the United States.

Our Commitment To Diversity & Inclusion

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. Fairmont San Francisco is an Equal Employment Opportunity Employer EEOE M/F/V/D