Front Office Manager

AccorHotel · United States

Company Description "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. Discover the life that awaits you at Accor, visit Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS" Fairmont Hotels & Resorts Join a dynamic team and be part of a network of 90 spectacular properties, and 34 more in the pipeline, in 30 countries around the globe. Our properties are located from the beaches of Hawaii, to the unspoiled national parks of Canada, to the heart of London, to the deserts of the United Arab Emirates. About Fairmont Sonoma Mission Inn & Spa Fairmont Sonoma Mission Inn & Spa is an elegant Spanish mission-style resort renowned for its historic charm, naturally heated geothermal mineral springs, and world-class spa experiences in the heart of California's Wine Country. Blending timeless luxury with authentic Sonoma hospitality, we make special happen for our guests while fostering a workplace where colleagues are empowered to grow, collaborate, and build rewarding careers in luxury hospitality. About the Application Process: At Fairmont, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence. Job Description We invite you to join the Front Office team at Fairmont Sonoma Mission Inn & Spa as our new Front Desk Manager. Reporting to the Director of Front Office, you will lead Front Desk, Bell/Valet, Concierge, and Royal Service teams in delivering exceptional service and creating memorable guest experiences. Through your leadership, you will inspire a culture of hospitality, collaboration, and excellence while ensuring seamless daily operations across the resort. Key Responsibilities

• Lead, mentor, coach, and develop the Front Office teams, fostering a culture of engagement, accountability, and service excellence
• Oversee the daily operations of Front Desk, Royal Service, Concierge, and Bell/Valet, ensuring exceptional guest service and adherence to Fairmont brand standards
• Champion a consistently professional, warm, and personalized guest experience, resolving concerns promptly and effectively
• Drive room revenue performance by participating in revenue strategy discussions and supporting the implementation of revenue management initiatives
• Monitor guest feedback, service recovery opportunities, and operational trends to continuously enhance the guest experience
• Foster strong collaboration and communication across all resort departments to ensure seamless service delivery
• Balance operational, financial, and people focused objectives through effective management of guest satisfaction, colleague engagement, and business performance metrics
• Identify opportunities for process improvement and innovation, encouraging team participation and continuous operational enhancement
• Manage labor costs, scheduling, and departmental payroll in alignment with budgeted goals
• Support recruitment, onboarding, performance management, and succession planning for Front Office teams
• Ensure department training programs are maintained and service standards are consistently executed.
• Ensure compliance with all company policies, procedures, and health and safety standards, maintaining a safe and productive work environment
• Support departmental projects, property initiatives, and overall hotel management responsibilities as required
• Perform other duties and responsibilities as assigned

• Previous leadership experience in Front Office operations within a hotel, resort, or luxury hospitality environment
• Proven ability to lead, coach, and develop high-performing teams
• Strong communication, interpersonal, and service recovery skills
• Experience with hotel property management systems; Opera experience preferred.
• Embrace the Fairmont brand promise and luxury in your role and in all your interactions
• Foster an inclusive environment where every individual feels valued and respected
• Create an environment where colleagues are empowered, supported and recognized
• Drive top performance to achieve exceptional results
• Ability to work a flexible schedule, including weekends and holidays

• Opportunity to work with a diverse group, representative of over 20 countries worldwide
• Experienced group of individuals to train and hone innate skills and abilities