Guest Services Manager

Why work for Fairmont?

At
Fairmont, our passion is to connect our guests to the very best of our
destinations. From the beaches of Hawaii to the deserts of the United Arab
Emirates to the heart of London, our hotels offer guests extraordinary places,
created by combining unique architecture, expressive decor and artistry,
and magnificent features. Add engaging service, and the result is
an unforgettable guest experience.

You represent Fairmont Century Plaza with enthusiasm
and pride, providing exceptional service and attention for each guest
you encounter. You are energetic and confident, and will encourage your
teammates to achieve and be positive. You are entrusted with the responsibility
of ensuring the best possible experience for your guests at all
times.

What you will be doing:

• Consistently
  offer professional, friendly and engaging service
• You work with
  the Front Office Leadership Team to lead and manage the day-to-day operation
  and long term strategic planning of the Guest Services department
• You
  assist the Director of Front Office in all aspects of the department and ensure
  service standards are followed
• You will be the head of department
  for Concierge, Bellman and Doorman
• You will be considered the Forbes
  trainer for the Front Office Department
• 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, Front Desk, and Front Drive
  is continuously clean and tidy
• You provide managerial support for Front
  Desk and Guest Services in the daily operational duties for these areas in
  the absence of the department managers
• You promote a positive work
  environment for the optimal employee experience in order to create the desired
  guest experience
• You complete Talent & Culture responsibilities
  including but not limited to performance feedback, recognition program, employee
  satisfaction action plans, payroll and scheduling, standard operating procedures
  creation, and training and onboarding
• You manage staffing levels
  in response to business levels and in accordance with CBA contracts
• You
  greet, welcome, and farewell guests and colleagues pleasantly
  and professionally
• You establish and maintain an effective working
  relationship with co-workers
• You work cohesively with fellow colleagues
  as part of a team with minimum supervision
• You conduct regularly
  scheduled departmental meeting and pre-shift briefings
• You balance
  operational, administrative, and colleague needs
• You are responsible
  for identifying any training needs of Guest Services Team and creating action
  plans to develop the team’s skills
• You ensure enough supplies of all
  operational items are in storage
• You assist guests regarding any
  requests informatively and in a helpful manner
• You resolve guest
  complaints and concerns with a solution that is tailored to the guests and
  is solved in a timely manner
• You handle guest concerns effectively
  and efficiently, include logging and notifying proper areas
• 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 are familiar with Hotel’s technology and communication
  platforms, and utilize to ensure hotel operation and guest
  satisfaction
• You are familiar with CPZ, all the facilities and services
  offered
• You are timely, accurate and courteous during all interaction
  with guests and colleagues
• You inform security of any unusual
  disturbances
• You maintain a Safe, Hazard Free, and Organized work
  environment
• You complete various assignments as requested by hotel
  management
• You oversee the daily task performed by the Guest Services
  Team to ensure accuracy, completion and flow of service
• You assist
  with guest and employee issues and questions
• You are an inspiration
  to all hotel staff to achieve luxury levels of performance
• You act as
  a lead for Guest Services and ensure that guest and employee issues are resolved
  and the guest is satisfied
• You provide employee motivation
  and support
• You onboard and train new employees
• You monitor,
  document, and notify the Guest Services Manager of any concerns or issues
  that may impact the operation and the achievement of department goals
  and objectives
• Other duties as assigned