Job Description

Summary of Responsibilities:
Reporting to the Director of Front Office, responsibilities and essential job functions include but are not limited to the following:

• Act as the sole controller of the hotel’s room inventory, ensuring the right guest is assigned to the right room while meeting guest preferences and maximizing revenue.
• Maintain expert knowledge and usage of Opera Property Management System and Royal Service Manager systems, including analyzing reports and tracking service inconsistencies.
• Facilitate effective communication strategies within the hotel, ensuring clear communication between guests, colleagues, and departments.
• Responsible for blocking and managing all guest room assignments, ensuring optimal inventory usage and alignment with reputation performance goals and revenue targets.
• Review all reservations to allocate the most appropriate room by considering guest history, comments, requests, guest type, and reservation details.
• Maintain complete knowledge of all guest rooms, room categories, and hotel facilities.
• Maintain knowledge of group business, including group masters, room blocks, and group room requests.
• Anticipate and communicate upcoming inventory challenges and occupancy pressures.
• Work closely with the Reservations Manager and Sales Managers to ensure accurate room allocation and group room management.
• Attend daily operational morning meetings and weekly Group Resume meetings.
• Manage room status coordination with Housekeeping and Engineering, ensuring rooms are placed out of order when necessary while optimizing occupancy and revenue.
• Lead by example in strengthening communication between Front Office, Housekeeping, Sales and Reservations and Engineering teams.
• Develop strong working knowledge of Housekeeping operations to ensure effective interdepartmental collaboration.
• Coordinate room assignments, blocking, and operational traces with Housekeeping.
• Ensure strategic assignment and readiness of VIP rooms.
• Prioritize rooms in queue for Front Office and Housekeeping, communicating updates to the Manager on Duty and Guest Relations teams to ensure smooth guest service.
• Ensure room changes and Fairmont President’s Club member arrivals are executed seamlessly.
• Manage NOR (No-Overbooking Risk) and 1E Standby Queue upgrades.
• Communicate operational updates through pre-shift logs, emails, and departmental meetings.
• Directly oversee 9–12 colleagues; responsible for recruitment, scheduling, coaching, discipline, and recognition for the Royal Service team.
• Responsible for weekly payroll of Royal Service colleagues.
• Provide managerial support for Reception, Royal Service, and Guest Services in daily operational duties.
• Perform all other duties as assigned.

Qualifications

Qualifications

Previous 2 years Management experience in Front Office and/or Housekeeping

• Previous PMS experience and expert Opera skills required
• Computer literate in Microsoft Window applications required
• University/College degree in a related discipline an asset
• Must possess a professional presentation
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast paced environment
• Ability to work cohesively with fellow colleagues as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times

Additional Information

All your information will be kept confidential according to EEO guidelines.