Front Office Supervisor

About Fairmont Grand Del Mar

Bask in the San Diego sunshine and enjoy our five-star setting at Fairmont Grand Del Mar. Immersed in the charm of Los Peñasquitos Canyon, the resort hosts 249 elegantly appointed guestrooms and suites, an 18-hole private Tom Fazio-designed golf course, a five-star spa and offers two dozen weekly outdoor activities across the 400 acres of dramatic canyon scenery including yoga, meditation and archery. The Grand includes six different dining venues, including San Diego’s only three-Michelin starred restaurant, Addison.  

Growth and advancement are not only accessible but actively encouraged. We promote a balanced life for our colleagues and continually seek new ways to enhance our environment and support our beautiful home of San Diego. 

We invite you to join the world of luxury hospitality at Fairmont Grand Del Mar, as our new Front Office Supervisor.

If you enjoy a job where every day is different, then Overnight Front Office Supervisor is the role for you! As an Overnight Front Office Supervisor, you will lead the front office team by demonstrating exemplary guest service and follow through. You will be essential in creating an environment where the team is motivated and creative, ensuring guests have a pleasant experience throughout their stay. 

Responsibilities

• Consistently offer professional, friendly and engaging service 
• You provide a warm welcome and assists guests according to Fairmont Hotels & Resorts Brand Standards 
• You assist the Director of Front Office in all aspects of the department and ensure service standards are followed 
• You are able to manage the operation and make decisions in the absence of senior leadership 
• You are familiar with all policies and procedures relating to the Front Desk, Security, Reservations, Guest Services and Food & Beverage, providing hands-on support as needed 
• You ensure that the entire Front Office and the surrounding areas including Lobby, Concierge, and Front Desk is continuously clean and tidy 
• You provide managerial support for Front Desk, Guest Services and Housekeeping in the daily operational duties for these areas in the absence of the department managers 
• You are an inspiration to all hotel staff to achieve luxury levels of performance 
• You are an ambassador of Fairmont Hotels & Resorts by providing an excellent first impression 
• You communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation 
• You train Overnight Front Desk Colleagues and fulfill training role  
• You drive rate and RevPar through upselling room types 
• You resolve guest complaints and concerns with a solution that is tailored to the guests and is solved in a timely manner 
• You assist the Front Office and Accounting Teams in the completion of Daily Accounting, IT and Audit work 
• You generate and distribute management reports 
• You assist the guests with any comments, questions, or concerns during their stay 
• You make recommendations for activities and restaurants 
• You assist with luggage and transportations inquiries 
• You enroll guests to Accor Live Limitless loyalty program and update profiles when applicable 
• You liaise with other Departments in regards to special Guest requirements (i.e. Guest Services, Guest Experience, Housekeeping, In Room Dining, and Engineering) 
• You are present at the Reception desk whenever possible 
• You deal promptly and effectively with any complaints 
• You coordinate arrivals and departures, monitor waiting times, always keep guests informed and ensure that they are as comfortable as possible 
• You conduct a handover at the end of each shift with relieving staff, informing them of any special requirements or problems 
• You liaise with Guest Services to ensure swift baggage dispatch and collection 
• You follow up on late cancellations and no shows and charge when appropriate 
• You deal with room moves, and ensures seamless communication of these with the relevant departments 
• You check potential room revenue for any discrepancies and do necessary corrections 
• You maintain amicable and co-operative working relations with all other departments 
• You ensure enough supplies of all stationary items are in storage 
• You visually observe associate productivity and provide constructive feedback and coaching when applicable 
• You determine and communicate necessary projects for operation or cleanliness 
• You ensure all appropriate paperwork is received from guest and colleagues for accounting 
• You prioritize the daily activities of the Front Desk Team 
• You assist in ensuring breaks are taken as scheduled 
• You ensure cleanliness, safety and order in all Front Desk areas and reports and action deficiencies as necessary 
• You are familiar with Hotel’s technology and communication platforms, and utilize to ensure hotel operation and guest satisfaction 
• You are familiar with Fairmont Grand Del Mar, all the facilities and services offered 
• Follow all safety and sanitation policies 
• Other duties as assigned 
• This position operates on a 4-day, 10-hour workweek. The regular schedule includes two daytime shifts and two overnight shifts each week.
• Employees assigned to overnight shifts are eligible for an overnight shift differential, providing additional hourly compensation for all qualifying overnight hours worked.

• Two-year hotel Front Office experience plus one year of supervisory experience preferred.  
• Must be able to speak, read, write and understand the primary language(s) used in the workplace 
• High school or equivalent education required.  Bachelor’s Degree preferred 
• Must be able to read and write to facilitate the communication process 
• Requires good communication skills, both verbal and written 
• Must possess basic computational ability   
• Must possess basic computer skills  
• Ability to supervise subordinate staff, including, but not limited to, assignment of duties, evaluating service and taking disciplinary action when necessary 
• Ability to solve problems and make rational decisions 
• Knowledge of Resort operations, its services, and facilities 
• Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their comparable state and local laws (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA 

Physical Demands 

• Most work tasks are performed indoors. Temperature generally is moderate and controlled by Resort environmental systems 
• Position requires walking and giving direction most of the working day; must be able to stand and exert well-paced mobility for up to 4 hours in length.  Length of time of these tasks may vary from day to day and task to task 
• Must be able to exert well-paced ability to reach different outlets and other departments of the Resort on a timely basis 
• Must be able to exert well-paced ability in limited space 
• Must be able to bend, stoop, squat and stretch to fulfill cleaning tasks 
• Must be able to lift up to 15 lbs. on a regular and continuing basis 
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity 
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates 
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception 
• Requires manual dexterity to use and operate all necessary equipment 
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed 

Wage Information

The hourly rate for this position is $25.50.

In addition to the base hourly rate, colleagues will receive anOvernight Premium of $1.00 per hour for all hours worked during designated overnight shifts.

Incentives

Enjoy performance-based incentives for driving product upgrades and enhancing customer experiences.

Job Perks & 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 is in it for you: 

• Complimentary Meals: Enjoy hot meals during your shift in our staff cafeteria
• Complimentary on-site parking
• Hotel Discounts: Employee travel program with discounts on room rates at Fairmont & Accor properties world-wide.
• Food, Spa, and Resort Discounts: Employee program with discounts on restaurants, bars and spa services at Fairmont & Accor properties world-wide.
• Career Growth Around the World: Opportunity to develop your talent and grow within Fairmont Grand Del Mar and over 5,700 properties with Accor.
• Training & Development: Learning programs through our Academies designed to sharpen your skills
• Social Responsibility: Ability to make a difference through our Corporate Social Responsibility activities
• Recognition & Rewards:Employees are recognized for outstanding performance through appreciation programs, awards, and exclusive travel and lifestyle perks.
• Meaningful Work:Create memorable experiences for guests while making a positive impact through exceptional hospitality and service.

Health and Retirement Benefits

All full-time employees are eligible for our comprehensive benefits package, which includes:

• Medical, dental, and vision insurance (effective the first of the month following 30 days of employment)
• Eligible single Full-Time employees can enroll in a $0 premium health plan
• Life and disability insurance
• Paid Holidays

All Full-time and Part-time employees are eligible for:

• Vacation and sick leave
• 401(k) retirement plan with matching program
• Employee Assistance Program (EAP)

Diversity & Inclusion

Fairmont is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.

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

Visa Requirements: Applicants must be legally eligible to work the United States.