Director, Front Office

Director, Front Office
Employment type: Full-time
City: Toronto
Last visit: 2014-10-29
Author's ads: 1

Posted: 2014-10-29


Director, Front Office

To maintain the highest level of services offered to guests through management of the functional areas of front office in alignment with the Fairmont Service Essentials and Behaviors. Act as "Manager on Duty" responsible for all VIP's, guest concerns or elevated requests, front line assistance and operational consistency in the front of house. Maintain established operational standards and maximize revenue potential, profitability and productivity of the hotel. The candidate should have a minimum of four years management experience as a Department Head in the Rooms Division with a solid understanding of Front Office Operations. 


Hotel Overview: Located in the heart of downtown Toronto, The Fairmont Royal York is within walking distance to the business and theatre districts and the city's best shopping and dining. Having hosted more than 40 million guests since it opened its doors in 1929, The Fairmont Royal York continues to represent the epitome of hospitality. With 1365 guest rooms, 70,000 square feet in 34 conference and banquet rooms, and over 1200 colleagues, The Fairmont Royal York depicts the elegance of its past while providing the finest conveniences for today's travellers. 


Summary of Responsibilities: Reporting to the Hotel Manager, responsibilities and essential job functions include but are not limited to the following:

Oversee Front Desk operations while on duty as "manager on duty", with direct accountability for leadership of Front Office operations

Supporting company and hotel policies and procedures including the promoting and participation in  Employee Engagement,  Health and Safety, and Guest Service initiatives

Thorough knowledge of emergency procedures and general crisis situation procedures

Act as "Manager on Duty" for the hotel: responsive to situations and activities that take place at the lobby, public areas, satellite desks and driveway

Own Groups and Conventions from a Guest Services perspective from pre-convention to post-convention stage, including pre-convention meeting attendance and internal post-convention follow-up.

Liaise with VIP parties (i.e. State Visits) and special attention guests, ensuring that arrival and departure is in order, inspecting where necessary, greeting, escorting and contacting when possible upon arrival

Liaise  with key departments ( Housekeeping, Front Office, Reservations and Sales & Catering) to ensure smooth sense of arrival and departure

Thorough knowledge of function bookings and their effect on lobby and public areas. Weekly attendance at Forecast meetings.

Increase level of guest satisfaction by delivery of an improved product through employee development, job engineering and quality image.

Improve Service Processes by removing obstacles that hinder them and ensure Service Essentials are met and exceeded

Develop and implement new systems and standards

Ensure all equipment is in good working order and all maintenance issues are addressed

Assisting with the leading, coaching, organization and development of the employees within each assigned department actively including performance evaluations and development reviews. Participating in interviewing & recruiting of new team members

Actively promote and develop a culture of empowerment that is aligned with The Fairmont Royal York Hotel's "Power to Act" initiative

Responsible for ensuring that all guest issues/complaints receive prompt action and follow up

Monthly and quarterly projects as assigned by the Director of Rooms

Ensures the achievement of divisional financial objectives though practices such as creative scheduling as well as consistently monitoring productivity and ensuring accurate administration of payroll.

Consistently stays current on industry/competitive trends and makes recommendations for improvement.

Takes ownership in the achievement of Colleague Engagement Survey objectives.




Experience as a Department Head in Front of House managing multiple areas, including Front Desk & Guest Services operations - 4 years leadership experience in a luxury property preferred.

Solid knowledge of Front Office Procedures

Knowledge of: Property Manager, Microsoft Office and Windows XP

Highly organised, career and results oriented with the ability to be flexible with hours, days off.  Must be able to work both Saturdays, Sundays & Holidays.

Ability to perform well under pressure in a fast-paced, changing environment. 

Must possess excellent interpersonal, written and verbal communication skills

Must be a strong team player with proven leadership, development and delegating skills

Highest Guests Service skills, talent and knowledge with the vision and ability to lead employees to excellence

Post Secondary School Education with Diploma/Degree in Hotel Management an asset

Second or third language an asset

Professional manner, outgoing personality, and ability to work on own initiative

Ability to handle day-to-day Front of House operations with excellent business acumen. 

Visa Requirements: Must already be legally permitted to work in Canada. 

APPLY TODAY: Whether you're launching your career or seeking meaningful employment, we invite you to visit to learn more about Fairmont Hotels & Resorts and the extraordinary opportunities that exist!



At Fairmont Hotels & Resort we offer our guests the finest hospitality experience in each of our destinations. And we know that, to offer our guests the best, we first need to offer our employees the best. That's why you'll find exceptional work opportunities - throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific - as well as industry - leading training, career development, recognition and rewards. Fairmont Hotels & Resorts is a celebrated collection of hotels that includes landmark locations like London's The Savoy, New York's The Plaza, and Shanghai's Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment; we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. A community and environmental leader, Fairmont is also regarded for its responsible tourism practices and award - winning Green Partnership program. An exciting future awaits!

Career Level: Management

Industry: Hospitality

Job Function: Hospitality and Food Service