Director of Front Office

Job Description

Job Description

Company Description

The Fairmont Scottsdale Princess is Arizona’s largest and longest running AAA Five Diamond hotel, and we want you to help us stay iconic. The Princess offers luxury and world class hospitality with 750 guestrooms, more than 300,000 square feet of meeting space, four award-winning restaurants, six sparkling heated pools, and a luxurious Well & Being Spa. Be a part of events like the WM Phoenix Open, Easter at the Princess, Summer at the Princess and Christmas at the Princess. The hotel features great benefits like PTO, matching retirement, travel discounts and more. This place really has it all – except for you!

What’s in it for you:

• Employee discounts at the Fairmont Scottsdale Princess, local companies and Accor worldwide for you and your family
• Free meals at our on-site employee restaurant
• Learning programs through our Academies designed to sharpen your skills
• Great Medical and Dental benefits, 401K, Direct Deposit etc.
• Career development opportunities within the Fairmont Scottsdale Princess in addition to national promotion opportunities. The sky is the limit!

Reporting to the Director of Rooms, the Director of Front Office will oversee the effectiveness of guest service, employee performance and development as well as service enhancements for three key departments in Rooms division. The successful candidate will be primarily responsible for overseeing the strategic development of the Royal Service, Front Office, and Concierge departments. However will have day to day interaction and assigned duties involving Housekeeping, Laundry, Fairmont Gold, Guest Services and Kids Club as well. This individual will also be a key player in the planning and execution of major Capital Projects as well as annual Legacy Events. Analytical skills, creativity, planning and strength as a developer and a leader of others are some of the skills necessary for this position

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

• Ensure the smooth and efficient day to day delivery of guest service from curb to pillow, coordinating the implementation of and enhancement to minimum standards of guest service with a major focus on 5 Diamond Service Standards.
• Provide guests with flawless, proactive and sincere service from an engaged and empowered workforce committed to creating memorable experiences.
• Lead and manage all aspects of the Rooms Division with major focus on Front Office, Royal Service, and Concierge departments ensuring all service standards are followed.
• Ensure that monthly financial outlooks are accurate and that financial results for Front Office, Royal Service, and Concierge exceed targets.
• Handle guest concerns and react quickly, logging and notifying proper areas
• Attend and Participate in regularly scheduled departmental/divisional meetings
• Manage the departmental budgets for Front Office, Royal Service, and Concierge
• Balance operational, administrative and Colleague needs
• Assist guests regarding hotel facilities in an informative and helpful way
• Follow department policies, procedures and service standards
• Follow all safety policies
• Network within our industry, keeping up to date with future trends and opportunities.
• Coach and mentor colleagues. Create an environment that allows colleagues to exceed guest expectations and provide a path for career development with Fairmont Hotels and Resorts.
• Seek feedback and follow-up on guest comments in order to achieve the targeted guest satisfaction score. Utilize the TrustYou guest feedback platform to analyze trends, eliminate issues, and prevent problems.
• Participate in the Service Excellence Committee and effectively promote and utilize SCORE and KIPSU platforms to exceed guest expectations.
• Other duties as assigned

• 3 years + leadership experience in Front Office and Housekeeping in a 4 or 5 Diamond Hotel
• Previous Property Management System experience required
• Computer literate in Microsoft Window applications required
• University/College degree in a related discipline preferred
• 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 as part of a team
• Flexible schedule required
• Ability to focus attention on guest needs, remaining calm and courteous at all times

Your team and working environment:
A team of Heartists that are committed to working together, supporting each other, and providing the best guest experience, Feel Valued, Feel Sparked, We Are One

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit

Do what you love, care for the world, dare to challenge the status quo!#BELIMITLESS