Guest Experience Manager
Há 7 dias
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Employee Benefit card offering discounted rates in Accor worldwide.
Learning programs through our Academies.
Ability to make a difference through our Corporate Social Responsibility activities like Planet 21.
Do what you love, care for the world, dare to challenge the status quo
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Job Description
- Responsible for all aspects of Guest Service and Guest Satisfaction that are generated and maintained in the Fairmont Gold Department.
- Fostering a culture where the Fairmont Gold Team is focused on providing WOW experiences that will create memories for all Fairmont Gold Guests, doing whatever is necessary to exceed expectations.
- Develop and maintain strong guest relationships to ensure Fairmont Gold loyalty. Handle all Fairmont Gold Comments. Manage the Fairmont Gold Guest History system and ensure Guest information is updated.
- Facilitate the training & development of the Fairmont Gold Team. Participate in the Training & Communication process of all colleagues providing service to Fairmont Gold.
- Provide guidance and motivation to the Fairmont Gold Team. Establish and communicate on a daily basis with the Fairmont Gold Team. A strong commitment to Colleague Satisfaction.
- Be accountable for operational costs and expenses - Monthly Profit & Loss Statement / Adherence to budget.
- Responsible for scheduling according to the staffing guide and reconciling payroll.
- Work with the Executive Chef to determine the Fairmont Gold Lounge menu, food cost, ordering and presentation, in line with Fairmont Gold Standards of Procedures & Service.
Qualifications
- Proven leadership and employee relation skills.
- Previous experience in a luxury guest relations hospitality role, minimum of 2 years required.
- Proven commitment to Guest Service and exceeding guest expectations.
- Excellent organizational, written/verbal communication and interpersonal skills.
- Degree or Diploma in Hospitality Management is an asset.
- All applicants must be eligible for US work authorization.
Additional Information
A team devoted to service and accuracy as they work with team members from other departments in an environment where learning and growth are continual.
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