Guest Services Manager

Job Description

The Guest Services Manager is responsible for overseeing and leading the Valet, Door and Bell team at the Fairmont Olympic Hotel. This role is pivotal in providing engaging, sincere, personalized service is one of the ways our Guest Services colleagues and leaders are turning moments into memories for our guests at the Fairmont Olympic Hotel. Showcase your leadership and interpersonal strengths as Guest Services Manager, where you will foster an engaged team, maximize operations and ensure exceptional guest service. Reporting to the Director of Rooms, the Guest Services Manager is responsible for ensuring the smooth and efficient operation of Bell Services, Door and Valet Services. The Guest Services Manager will ensure that all standards, procedures and guest satisfaction objectives are met and exceeded on a consistent basis.

What is in it for you:

Annual salary range: $72,000 - $76,000

Employee travel program offering discounted rates in Fairmont's and Accor worldwide

Parking/Commuting Discounts

Paid meal breaks with complimentary meals served in our Staff Dining room

Learning programs through our Academies

Medical, dental, vison insurance available for all full-time colleagues and their families. Additional supplemental insurance available. Free base employee only medical insurance

401K Retirement plans with a 4% match for all colleagues

Opportunity to develop your talent and grow within your property and across the world.

Ability to make a difference through our Corporate Social Responsibility activities

Fun, elegant atmosphere with amazing colleagues.

Key Responsibilities:

Maintains a high level of professionalism in all aspects of job performance

Ensures guests are recognized upon arrival, receiving a warm greeting and appropriate assistance

Ensures Fairmont standards, procedures, and practices (LQA, Forbes, etc.) are followed by providing the highest quality of colleague training, monitoring performance and providing coaching on an on-going basis

Policies are in place and maintained to prevent damage and loss of guest's belongings and hotel property. Responsible for regular maintenance of equipment including hotel vehicle(s), bikes and bell carts

Ensures the achievement of financial objectives through accurate staffing and scheduling, consistently monitoring productivity and ensuring the accurate administration of payroll

Develops an engaged, enthusiastic and guest driven team through recruitment, personal and professional development and reward

Promotes positive colleague relations through an environment that encourages open communication trust and mutual respect

Plans regular and effective communication with all Guest Services colleagues through individual and departmental communication meetings and Pre-Shift briefings

Cooperates, coordinates and communicates with other departments of The Fairmont Olympic Hotel to ensure the highest level of Guest Service is maintained

Handle guest complaints and inquiries in a timely and professional manner, striving to resolve issues to the guest's satisfaction

Ensuring that all Health & Safety standards are met, procedures followed, and that employees have the correct knowledge and tools to work safely. Member of the Emergency Response Team

Provide leadership support in the absence of the Front Office Manager

Performs any and all other tasks which are assigned by management