Night Manager, Front Office

at  Fairmont

Company Description
Centrally located in downtown Calgary, Fairmont Palliser is the city’s premier, landmark hotel. With 407 elegantly appointed guest rooms, Fairmont Palliser is truly the place to be. Join us in delivering the iconic Calgary experience.
Job Description
Night Manager, Front Office
The Night Manager is responsible for leading the overnight Front Office operations and ensuring consistent, luxury service is provided to Fairmont Palliser guests at every interaction point. The Night Manager will be the decision maker during the night and will be critical to the management of incidents and emergencies.

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

• Represents the hotel management overnight and is responsible for Front Office Operations
• Assist FOM in executing departmental goals including colleague engagement, guest satisfaction, loyalty program enrollment and management and upsell revenues.
• Ensures the Night Audit balances and verifies the summary of dialing transactions in the hotel.
• Determines guest relocation for nights when overcapacity and ensures a smooth relocation process.
• Takes emergency calls and ensures operational support areas are covered to provide excellent customer service. Assumes a key lead role during emergency response needs according to hotel’s emergency procedures.
• Follows all safety policies and procedures. Reports potential safety issues to manager whenever observed and takes immediate action to resolve in emergency situations
• Lead and coach colleagues to provide luxury guest service.
• First point of contact for escalations to identify and resolve guest concerns in an urgent manner either in person or in writing.
• As Manager on Duty, serve as a resource and support to all departments to ensure a smooth overall operation of the hotel in the absence of Department Heads and other Managers.
• Develop, implement and maintain upsell incentive program to motivate employees and maximize hotel revenue.
• Manage, train, develop and motivate all colleagues reporting to this position.
• Provide assistance with blocking/inventory management.
• Meet and Greet VIP’s, escort to room and follow up on the comfort of their stay as required.
• Support in creating a culture that will achieve superior colleague satisfaction as measured in the annual Employee Engagement Survey.
• Carry out any other duties and responsibilities as assigned

QUALIFICATIONS

• Minimum of 2 years’ experience in rooms with a solid foundation in Front Office operating systems
• Diploma in Hospitality Management or related an asset
• Desire to provide excellent guest experiences, a passion for quality, and attention to detail
• Ability to build strong relationships, foster cooperation and lead a team within a unionized environment
• Proven leadership skills, which include experience in training & developing teams, implementing best practices to consistently be creative & innovative
• Successful track record in professionally addressing & resolving difficult and challenging issues at all levels
• Flexibility to work additional hours as required; including shift work, weekends, public holidays
• Ability to develop and encourage an open, stimulating and trusting environment that reflects our Company Mission, Brand Promise and Values
• Due to the cyclical nature of the hospitality industry, Team Members may be required to work varying schedules to reflect the business needs of the hotel. Work schedules will include working on holidays, weekends and alternate shifts.
  Additional Information

• Represents the hotel management overnight and is responsible for Front Office Operations
• Assist FOM in executing departmental goals including colleague engagement, guest satisfaction, loyalty program enrollment and management and upsell revenues.
• Ensures the Night Audit balances and verifies the summary of dialing transactions in the hotel.
• Determines guest relocation for nights when overcapacity and ensures a smooth relocation process.
• Takes emergency calls and ensures operational support areas are covered to provide excellent customer service. Assumes a key lead role during emergency response needs according to hotel’s emergency procedures.
• Follows all safety policies and procedures. Reports potential safety issues to manager whenever observed and takes immediate action to resolve in emergency situations
• Lead and coach colleagues to provide luxury guest service.
• First point of contact for escalations to identify and resolve guest concerns in an urgent manner either in person or in writing.
• As Manager on Duty, serve as a resource and support to all departments to ensure a smooth overall operation of the hotel in the absence of Department Heads and other Managers.
• Develop, implement and maintain upsell incentive program to motivate employees and maximize hotel revenue.
• Manage, train, develop and motivate all colleagues reporting to this position.
• Provide assistance with blocking/inventory management.
• Meet and Greet VIP’s, escort to room and follow up on the comfort of their stay as required.
• Support in creating a culture that will achieve superior colleague satisfaction as measured in the annual Employee Engagement Survey.
• Carry out any other duties and responsibilities as assigne