We invite you to join the world of luxury hospitality at Fairmont Southampton as our new Director, Front Office. Reporting to the Assistant Director, Rooms, representing Fairmont Southampton through excellence in guest service. Providing engaging, sincere, and personalized service is one of the ways our Front Office colleagues and leaders turn moments into memories for our guests. As Director of Front Office, you will lead the Front Office and Guest Services teams including Welcome Ambassadors, Guest Services, Royal Service, and Resort Trolley Drivers to maximize operations and deliver exceptional guest experiences.
Key Responsibilities
Guest Experience & Service Excellence
Consistently offer professional, friendly, and engaging service.
Lead and manage all aspects of the arrival and departure experience, ensuring service standards are followed.
Ensure Service Essentials and LQA standards are met and exceeded, while actively seeking feedback and following up on guest comments.
Proactively implement processes to deliver problem-free stays and lead the Royal Service team.
Handle guest concerns quickly, logging issues and notifying the appropriate departments.
Ensure departmental goals are met across key guest experience metrics, including TrustYou, LQA, SAQ, and ALL enrollments.
Support Voice of the Guest (VOG), Guest Service initiatives, and other company service programs.
Operational Leadership & Front Office Management
Provide strategic leadership and full operational oversight of the Front Office and Guest Services teams, including Welcome Ambassadors, Guest Services, Royal Service, and Resort Trolley Drivers.
Oversee daily Front Desk operations by leading and supporting a team of leaders and colleagues.
Work closely with the Guest Services Manager on arrivals, departures, and lobby management.
Ensure awareness of all hotel activities and services.
Maintain consistent lobby presence and balance operational, administrative, and colleague needs.
Team Leadership, Talent Development & Workforce Planning
Select, train, and manage the performance of colleagues and leaders, with a focus on recruitment for peak seasons.
Conduct regular departmental meetings and maintain consistent team communication.
Provide coaching and mentorship to the Front Office leadership team to support professional development and succession planning.
Responsible for scheduling in line with labour standards and payroll, utilizing the Labour Management Program.
Support Employee Engagement Survey (EES) initiatives and team engagement efforts.
Financial & Commercial Management
Maximize rooms revenue through upgrades, walk-ins, and support of Revenue Management strategies.
Monitor and report on problem accounts not settled while the guest is in-house.
Manage the departmental budget, procurement, and Front Office supplies.
Drive performance against upselling and revenue-related departmental goals.
Quality Assurance, Compliance & Risk Management
Ensure compliance with Service Essentials, LQA standards, and operational procedures.
Support company and hotel policies related to Health & Safety.
Adhere to vehicle handling and safety policies.
Take responsibility for emergency response processes in Royal Service, including management of the fire panel.
Ensure accurate issue logging, escalation, and resolution processes are followed.
Technology, Systems & Continuous Improvement
Oversee the Keep In Touch (KIT) system and introduce relevant technology applications.
Identify and implement process improvements that enhance efficiency and guest satisfaction.
Utilize operational systems and reporting tools to support performance monitoring and decision-making.
Facilities & Lobby Environment Management
Oversee the lobby to ensure cleanliness, maintenance, security, and overall functionality.
Partner with relevant departments to maintain a safe, welcoming, and well-presented arrival environment.
Ensure operational readiness of facilities that directly impact the guest experience.
Perform other duties as assigned.