Front Desk Manager

Handle of guests comments and complaints, ensuring guests needs are met or exceeded, Participate in interviewing and recruitment of Front Office Reception AgentsEnsure efficient training and development of personnel by means of detailed systems and procedures in the Front Office (training manuals, fact sheets, internal coding systems, etc.)Oversee and participate in guest relations and directs arrangements for VIP and special attention reservations Give effective support to staff for the work, which has to be done and assists in all matters pertaining to the Front Office Organize, coordinate and supervise training, conduct regular training sessions and communications meetings Responsible for development and performance management of all Front Office colleagues Coordinate and communicate of information pertinent to all other departments to ensure the highest level of guest service Knowledge in emergency procedures, general crisis situation procedures and keeping health and safety in the forefront Ensure that all controls are in place and are adhered to, ie. rates, market codes, etc. Reviewing and revising daily reports and ensuring they are in line with SAQ standards Responsible for coordinate with the Reservation Manager and the Guest Services Managers all preparations for incoming conventions, groups and tours as well as all pre-arrival including blocking of rooms, convention resumes, special requirements and departure activities Maintain and assist the Front Office Manager on ongoing training and motivation programs Responsible for all details of employees administration, payroll forecasts, payroll administration on a daily, weekly and monthly basis Maintain and submit to the Front Office Manager, approved staffing schedules on a weekly basis Must maintain a flexible schedule and be available to work overnight shifts when operational needs require, including occasional coverage of overnight operations. Responsible for personal cash float Ensure Fairmont policies and procedures are known, followed and enforced, promote the philosophy of empowerment within guidelines In all that we do create and be responsible for smart goals that help to achieve EOS, VOG, RevPAR, GOP yearly objectives All other duties assigned