Front Office Supervisor

Company Description

For over 93 years, Fairmont Royal York has stood proudly as a Toronto landmark. When the hotel opened in 1929 it was the tallest building in the British Common Wealth and contained 1,048 rooms, a concert hall, library, extensive bakery, radio station and even a hospital. Today, this essential downtown landmark has completed a multi-million dollar transformation, reimagining its lobby, rooms, dining venues, event spaces, and Fairmont Gold – the property’s exclusive hotel within a hotel luxury experience. Another stunning chapter for Fairmont Royal York has begun. 

Job Description

• Lead and supervise the day-to-day operation of the department to ensure service standards are followed with friendly and engaging service
• Ensure the daily smooth running of the Front Desk Team with regards to directing Front Desk Agents and  Bellpersons In conjunction with the Front Office Management team
• Formalize and improve work processes 
• Follow corporate guidelines for operations reconciliation
• Builds and maintains a liaison with key departments (Housekeeping, Guest Services, Security Services, Communications, Room Service, etc) to ensure smooth arrival and departure experience
• Co-ordinates any changes with above noted departments and communicates guest satisfaction and concerns that may arise with any related problems
• Handles guest complaints and assists in resolution
• Communicates with Royal Service or appropriate department regarding any concerns or deficiencies
• Communicates with sales/catering and all other departments as needed on the outcome, challenges and successes of all functions
• Thorough knowledge of emergency procedures and general crisis situation procedures
• Complete all other duties as assigned by Director of Front Office 

Qualifications

• Service focused personality is essential
• Passionate about guest experience
• Strong computer skills, especially knowledge of Opera Property Management System, Microsoft Word and Excel.
• Minimum of two years previous experience in a Rooms department, preferably Front Office operations
• Must have a well-rounded understanding of all aspects of hotel operations
• Highly organized, career and result oriented with the ability to be flexible with hours, days off, assignments and additional duties.
• Must work well under pressure in a fast paced environment and handle conflicting priorities
• College degree in Hospitality management or related field preferred

Physical Aspects of Position (included but not limited to):

• Regular standing and walking throughout shift

Additional Information

Do you enjoy helping others and building emotional connections to make people feel special and welcomed? If so, then we want YOU to be part of our Fairmont Royal York family.

Every day you will be responsible for engaging with our guests, clients and colleagues. You will create the essential Toronto experience at the hotel that has been a Canadian icon for over 91 years.  You will be given the responsibility to ensure that our guests and colleagues feel WELCOMED, CARED FOR and INCREDIBLE. Being part of the Fairmont Royal York family is more than providing warm and consistent service. As an ambassador of Fairmont Royal York, you will take the initiatives necessary to turn moments into memories by taking the time to understand our guests’ purposes: why are they staying at Fairmont Royal York, what is their length of stay and what are their preferences and passions? Making our guests feel heard and cared for creates an emotional connection to our brand and builds loyalty. 

These emotional connections are not just for guests. As part of the Fairmont Royal York family, you will be tasked with creating impactful relationships with your colleagues. 

If creating these lasting relationships and experiences excites you, read more about how your role supports our vision of continuing to create the essential Toronto experience!

What is in it for you:

• Employee benefit card offering discounted rates in Accor worldwide for you and your family
• Learning programs through our Academies designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
• Career development opportunities with national and international promotion opportunities. The sky is your limit

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. 

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Note: Must already be legally entitled to work in Canada to be considered for the position