Director, Front Office

Job description

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. What will you bring to this role? 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, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions: · Experience 3-5 years of progressive Front Office leadership experience required, preferably within a luxury hotel or resort environment. Experience leading Front Desk, Guest Services, Royal Service, Concierge, or related Rooms Division operations. Previous Opera Property Management System experience required. Previous Fairmont, Accor, or luxury hospitality experience considered an asset. Experience managing guest service standards, colleague performance, and operational excellence initiatives. Education University degree, college diploma, or equivalent education in Hospitality Management, Business Administration, or a related discipline preferred. Competencies, Knowledge & Skills Strong knowledge of Front Office operations, guest service standards, and luxury hospitality practices. Proficiency in Opera PMS and Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint. Strong leadership, coaching, and team development skills. Excellent communication, interpersonal, and relationship-building abilities. Strong organizational, analytical, and problem-solving skills. Ability to prioritize multiple responsibilities and make sound decisions in a fast-paced environment. Strong financial acumen with an understanding of revenue management, upselling strategies, labor management, and budgeting. Ability to work effectively under pressure while maintaining exceptional guest service standards. Knowledge of guest satisfaction metrics, quality assurance programs, and service excellence initiatives. Personal Attributes, Culture & Values Professional, service-oriented, and guest-focused leader. Highly organized with strong attention to detail. Results-driven with a commitment to operational excellence. Positive, collaborative, and approachable leadership style. Ability to inspire, motivate, and develop high-performing teams. Adaptable and capable of thriving in a dynamic luxury resort environment. 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 Circumstances Flexibility to work various shifts including mornings, evenings, weekends, holidays, and extended hours as business needs require. Ability to maintain a visible presence in Front Office and lobby operations for extended periods. Ability to respond to operational emergencies and support resort-wide initiatives as required. Employee Benefits: Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits. What’s in it for you? As part of Accor, a global hospitality leader with over 5,500 hotels worldwide, you’ll enjoy: Opportunities for growth and development , mentorship, and international mobility Health insurance, retirement savings plans , and comprehensive wellness programs Worldwide travel discounts and preferred rates across the Accor portfolio A supportive, inclusive culture grounded in respect, teamwork, and professional development Start your journey with us today and explore the possibilities! #BeLimitless Our Values Respect: We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity. Excellence : We make genuine connections, and we cherish every opportunity to make the people around us feel special. Belonging: We celebrate our differences. We support each other and we always stand together. Empowerment: We have authority to take initiative and anticipate moments that create unforgettable experiences. Integrity: We build trust through mutual respect and being authentic. Your team and working environment: Fairmont Southampton is a premier luxury resort and regarded as a leader in the hospitality industry. Our mission is to turn moments into memories for our Guests. An exciting hospitality career awaits you if you are committed to providing our Guests with an authentically local experience through providing warm and engaging service. Our Heartists work cohesively as part of the team in a demanding, multi-cultural diverse environment. Our commitment to Diversity & Inclusion: Fairmont is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team. 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 Southampton Are you ready to join a team that thrives on excellence and embraces limitless potential? Fairmont Southampton, Bermuda’s largest resort, invites exceptional individuals to be part of our award-winning team and shape the future of hospitality. Following a multi-million-dollar renovation, our 593-room resort is Bermuda's largest, featuring nine restaurants, a 30,000-square-foot spa, an 18-hole par three golf course and a captivating Beach Club. Opportunities for growth and success are boundless. Our culture emphasizes respect, teamwork, and professionalism, supported by comprehensive benefits. Join our diverse and inclusive team, where your unique talents and perspectives are celebrated. Dare to go beyond the ordinary, unlock your potential and make a lasting impact at Fairmont Southampton. Together, let's create memories that exceed expectations. #BeLimitless 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.