AccorHotels Job - 29289632 | CareerArc
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Company: AccorHotels
Location: Waimea, HI
Career Level: Director
Industries: Hospitality, Travel, Leisure


Director, Front Office

The Director of Front Office is responsible for ensuring we provide the highest level of guest service and ensuring that standards are maintained for all positions within the Front Desk, Guest Services, Concierge, Japanese Guest Services and Business Centre departments. The Director of Front Office will be responsible to guide these departments in achieving our strategic directions through continual focus and reference to these strategies and our vision. The Director of Front Office also serves as a resource to the overall operations of the hotel by providing assistance and direction as needed.

Hotel Overview: Fairmont Orchid is a luxury AAA four-diamond Kohala Coast oceanfront resort with white sand lagoon, Hawaiian Spa Without Walls, golf, extensive meeting facilities, year-round children's program, five restaurants and tennis, all serviced with Aloha. We are currently looking for new colleagues to join our 'Ohana and share that Aloha here at Fairmont Orchid

Summary of Responsibilities:

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

  • Consistently leading, coaching and mentoring the entire front office team to offer professional, friendly and engaging service, while ensure guest concerns are handled and resolved quickly by logging and notifying proper areas to ensure speedy and personalized resolution to create outstanding guest satisfaction

  • Develop and implement trainings & SOP's to align with Accor and Fairmont Service standards for all new and existing colleagues with a strong focus to positively improve results in Guest Satisfaction (VOG), Compliance with Brand Standards (LQA), Colleague Engagement (EES), Guest Loyalty (LCAH/ALL) while ensuring the Front Office participates in all Hotel Committees

  • Maximize room revenue through participating in yield management meetings and implementing/supporting agreed upon Revenue Management strategies and practices, along with any & all upsell programs to ensure effective and proactive yield management, to support increasing the properties RevPAR index within the competitive set
  • Drive the Employee Engagement of Front Office Department and sub-departments, including creating and implementing Action Planning, conducting regularly scheduled departmental meetings, overseeing the effective performance and development of all colleagues and building a culture of empowerment and respect
  • Champions and drives the success of the company loyalty program (Le Club Accor or ALL) by driving new member enrollments and ensuring highest guest satisfaction with program benefits
  • Ensure Accor Luxe core standards are implemented and audited for consistency
  • Be responsible for ensuring consistency in exceeding guest service expectations as measured by Accor programs such as, but limited to, Leading Quality Assurance (LQA) audit program and Trust You application
  • Directly influence the future effectiveness and successful operation of the hotel through involvement in recruitment, hiring, firing, training & motivation of colleagues
  • Create and maintain excellent working relationships within the department and with other departments such that a high level of morale is sustained
  • Be responsible for the annual budget, adhering to all expense lines related to Front office by controlling purchases, minimizing waste and ensuring proper care, maintenance and storage of equipment and supplies
  • Control department labor costs while ensuring effective scheduling, vacation planning and department productivity, including leased labor
  • Facilitate the successful execution of group business, reviewing and ensuring details of group resumes are met and serve as a liaison with the group organizers from a Front Office perspective
  • Develop strong teams through active involvement in the operations and through the development and support of a continually evolving team, including coaching and performance management of colleagues up to termination with the approval from the Director of Rooms
  • Work closely with Talent and Culture in the recruitment process to obtain and retain the best talent
  • Be fully knowledgeable of the hotel's union agreement and upholding the terms appropriately
  • Responsible for effective communications, both on a daily basis and on a monthly basis in department meetings to keep colleagues informed of policies and procedures, special events, further improvement plans and guest comments
  • Ensure consistent training of all staff and identification of training needs
  • Demonstrate a strong commitment to Accor's sustainability program, Planet 21 by complying to program practices and living its mission
  • Accept responsibility for carrying out other management duties as requested by the Director of Rooms / Operations



•Must be able to speak, read, write and understand English

    •Ability to balance operational, administrative and employee needs
    •Minimum of 3 years management experience in Front Office is a requirement, preferably with a luxury hotel brand
    •Computer literacy in Microsoft Window applications required
    •Working knowledge of Property Management system Opera, GoConcierge/ALICE, Royal Service Manager are assets
    •Ability to focus attention on guest needs, remaining calm and courteous at all times
    •High school or equivalent education required. Bachelor's Degree preferred

Visa Requirements: Candidates must be currently authorized to work in the United States

APPLY TODAY: Whether you're launching your career or seeking meaningful employment, we invite you to visit to learn more about Fairmont Hotels & Resorts and the extraordinary opportunities that exist!


At Fairmont Hotels & Resort we offer our guests the finest hospitality experience in each of our destinations. And we know that, to offer our guests the best, we first need to offer our employees the best. That's why you'll find exceptional work opportunities - throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific - as well as industry - leading training, career development, recognition and rewards. Fairmont Hotels & Resorts is a celebrated collection of hotels that includes landmark locations like London's The Savoy, New York's The Plaza, and Shanghai's Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork, Accountability and Excellence; we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. Our Sustainability Partnership program represents our ever-expanding commitment to being a responsible business and to following the principles of sustainability across our operations, the world over. An exciting future awaits!

Fairmont Orchid is an Equal Opportunity Employer and a Drug Free Workplace.

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