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Summary of Responsibilities:

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

Act as the sole controller of the hotel’s room inventory, ensuring the right guest is assigned to the right room while meeting guest preferences and maximizing revenue.
Maintain expert knowledge and usage of Opera Property Management System and Royal Service Manager systems, including analyzing reports and tracking service inconsistencies.
Facilitate effective communication strategies within the hotel, ensuring clear communication between guests, colleagues, and departments.
Responsible for blocking and managing all guest room assignments, ensuring optimal inventory usage and alignment with reputation performance goals and revenue targets.
Review all reservations to allocate the most appropriate room by considering guest history, comments, requests, guest type, and reservation details.
Maintain complete knowledge of all guest rooms, room categories, and hotel facilities.
Maintain knowledge of group business, including group masters, room blocks, and group room requests.
Anticipate and communicate upcoming inventory challenges and occupancy pressures.
Work closely with the Reservations Manager and Sales Managers to ensure accurate room allocation and group room management.
Attend daily operational morning meetings and weekly Group Resume meetings.
Manage room status coordination with Housekeeping and Engineering, ensuring rooms are placed out of order when necessary while optimizing occupancy and revenue.
Lead by example in strengthening communication between Front Office, Housekeeping, Sales and Reservations and Engineering teams.
Develop strong working knowledge of Housekeeping operations to ensure effective interdepartmental collaboration.
Coordinate room assignments, blocking, and operational traces with Housekeeping.
Ensure strategic assignment and readiness of VIP rooms.
Prioritize rooms in queue for Front Office and Housekeeping, communicating updates to the Manager on Duty and Guest Relations teams to ensure smooth guest service.
Ensure room changes and Fairmont President’s Club member arrivals are executed seamlessly.
Manage NOR (No-Overbooking Risk) and 1E Standby Queue upgrades.
Communicate operational updates through pre-shift logs, emails, and departmental meetings.
Directly oversee 9–12 colleagues; responsible for recruitment, scheduling, coaching, discipline, and recognition for the Royal Service team.
Responsible for weekly payroll of Royal Service colleagues.
Provide managerial support for Reception, Royal Service, and Guest Services in daily operational duties.
Perform all other duties as assigned.

Qualifications

Previous 2 years Management experience in Front Office and/or Housekeeping

Previous PMS experience and expert Opera skills required
Computer literate in Microsoft Window applications required
University/College degree in a related discipline an asset
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 with fellow colleagues as part of a team
Ability to focus attention on guest needs, remaining calm and courteous at all times

Additional Information

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

The Plaza, A Fairmont Managed Hotel

For more than 100 years, The Plaza has been the New York hotel to see and be seen. Kings, presidents, and stars of stage and screen have all gathered and stayed at The Plaza. The most lavish social affairs, as well as classic Hollywood films have all used the legendary hotel as their setting. Located at Fifth Avenue and Central Park South, this luxury hotel was constructed in the most fashionable residential section of New York City.

From its original 19th century construction to its magnificent $450 million dollar restoration in 2008, the world’s most famous hotel has had a remarkable history. While traditions remain, such as the opulent grandeur of the Beaux-Arts décor and the iconic Afternoon Tea in The Palm Court, exciting new offerings at this legendary hotel include the elegant Champagne Bar, the stylish Rose Club, The Todd English Food Hall, and The Plaza Food Hall. The Plaza Hotel offers 282 distinctive guestrooms, including 102 luxurious suites, which boast the largest square footage of any luxury hotel in New York City. For suite guests, The Plaza is pleased to offer Butler Service 24 hours a day.

Address	768 5th Avenue, New York, NY 10019
Property Type	Hotel
# Jobs	7

About Accor

Present in 100 countries, with more than 4,800 hotels and with more than 704,000 rooms, Accor’s brands offer hotel stays tailored to the specific needs of each business and leisure customer.

The Group’s hotel operations include over 20 complementary brands - from luxury to budget - that are recognized and appreciated around the world for their service quality.

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