Overnight Operations Manager

  • Fairmont Austin
  • Austin, Texas
  • May 05, 2022
Full time

Job Description

Summary of Responsibilities:

Reporting to the Assistant Director of Rooms, responsibilities and essential job functions include but are not limited to the following:

  • - Oversees the overnight operations team (including In Room Dining, Security, Overnight Cleaning Teams, Overnight Valet, front Office and Engineering) for the hotel and works closely with the security team to maintain the safety and security of the hotel during the overnight shift.
    - Provides the guest with flawless, proactive and sincere luxury services from an engaged and empowered workforce committed to creating a memorable experience
    - Acts as ambassador and spokesperson to all customers; promotes tailored services to VIPs and loyalty program members; responding in a timely and consistent manner to customer & third party concerns; fielding issues with all operational departments
    - Demonstrates a commitment to Service Excellence; leads the tactical implementation of customer satisfaction improvement activities measured through VOG (TrustYou) and in keeping with our luxury standards of service from curb to pillow
    - Ensures that daily labor outlook and results for the Front Office department are accurate; maintains departmental efficiency/productivity and essential luxury guest services; maximization of revenues via upsells
    - Actively participates in the revenue management process ensuring Rooms revenue is maximized in order to achieve financial success (RevPar and GOP); develops plans to maximize upsell revenues
    - Coaches and mentors colleagues; creates an environment that allows colleagues to exceed guest expectations and provide a path for career development with Fairmont Hotels and Resorts
    - Leads department to maintain superior colleague engagement through action planning as a result of the Colleague Engagement Survey including continuous improvements
    - Ensures colleague concerns are resolved in a professional and timely manner
    - Builds and maintains employee relationships; attends monthly communication meetings; ensures appropriate and timely recognition for individuals and teams; participates in departmental and hotel recognition events
    - Contributing to a positive hotel culture and success of ongoing Service Promise training
    - Executes and monitors effective goals and measurements for the Front Desk, exceeding expectations of all four pillars (colleagues, owners, guests and brand)
    - Assists with ECOSURE & LQA action planning and improvement plan implementation; ensuring a consistent delivery of luxury product and services
    - Involved and active within hotel committees
    - Promotes health, safety and well-being of our guests and co-workers by having in-depth knowledge of the Hotel's crisis and emergency procedures; understands and implements the corporate crisis communication procedures within the Front Office
    - Complies with Fairmont Hotels & Resorts policies, procedures and code of ethics and ensures Service Essentials and Brand Standards are in place and executed
    - Performs any and all other tasks which are assigned by the management team

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

  • - 1-2 years of luxury hospitality experience required
    - Previous experience in a leadership capacity required
    - Extensive knowledge of Front Office operations, brand standards required
    - Previous Property Management System experience required
    - Computer literate in Microsoft Window applications required
    - University degree or College diploma in Hotel Management preferred
    - Ability to analyze data and trends and create strategies for improvement, willing to take risks
    - Must possess a professional presentation
    - Strong interpersonal and problem solving abilities
    - Able to balance a variety of priorities while considering all aspects of the job i.e. Financial, Operational, and Human Resources.
    - Excellent grasp of generally accepted accounting principles
    - Proficiency in Microsoft Office Software required
    - Superior leadership & coaching skills with a proven track record of developing and motivating career minded professionals.
    - Highly responsible & reliable
    - Ability to work well under pressure in a fast paced environment
    - Ability to work cohesively as part of a team as well as excellent independent work ethic
    - Ability to promote fun at workplace
    - Analytical skills, strength as a developer and a leader of others, creativity, and strong planning skills are essential for this position
    - Ability to focus attention on guest needs, remaining calm and courteous at all times


Your team and working environment:

Fairmont Austin, a Forbes Travel Guide Four-Star property, offers one of a kind luxury accommodations in downtown Austin. This is your opportunity to be part of the most innovative and passionate hotel teams in one of the fastest growing markets in the United States

Fairmont Austin is proud to be an Equal Opportunity Employer.

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