Guest Services Manager

Providing engaging sincere personalized service is one of the ways our Room Division Colleagues and Leaders are turning moments into memories for our guests at Fairmont Hotels & Resorts. Highlight your leadership and interpersonal strengths as Guest Services Manager where you will foster an engaged team maximize operations create flawless arrival experience 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 Door Valet Shuttle Services and Business Center. The Guest Service 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:

• Experience the beauty culture and adventures that await on Hawaii Island.
• Competitive extended benefits package including medical vision and dental for fulltime permanent status.
• 401(k)/retirement savings plan and matching program.
• Life insurance.
• Opportunities to grow from obtaining professional development through Accors exclusive online learning platform.
• Duty meal in our staff cafeteria.
• Employee Travel Program.
• Discounts on food & beverage and spa services.

What you will be doing:

Responsibilities and essential job functions include but are not limited to the following:

• Maintains a high level of professionalism in all aspects of job performance.
• Supervise lead and motivate the Guest Services team towards achieving exceptional guest service results and employee engagement.
• Ensures Fairmont standards procedures and practices are followed by providing the highest quality of colleague training monitoring performance and providing coaching on an ongoing basis.
• Ensures our Accor Live Limitless members and VIPs guests are recognized upon arrival receiving a warm greeting and appropriate assistance.
• Policies are in place and maintained to prevent damage and loss of guests belongings including vehicles and hotel property.  Responsible for regular maintenance of equipment including bikes golf clubs and bell carts.
• Ensures the achievement of financial objectives through accurate staffing and scheduling consistently monitoring productivity and ensuring the accurate administration of payroll.
• Promotes positive colleague relations through an environment that encourages open communication trust and mutual respect.
• Accurate administration of the Collective Agreement.
• Plans regular and effective communication with all Guest Services colleagues through individual and departmental communication meetings and PreShift briefings.
• Cooperates coordinates and communicates with other departments of The Fairmont Orchid to ensure the highest level of Guest Service is maintained.
• Provide leadership support to the extended Front Office Team including Front Desk Royal Service and Fairmont Gold.
• Create update and follow Local Standard Operating Procedures for a smooth operation and great arrival/departure experience.
• Ensuring that all Health & Safety standards are met procedures followed and that employees have the correct knowledge and tools to work safely.
• Other Duties as assigned

Qualifications :

Your experience and skills include:

• Minimum 2 years previous management experience in Front Office operations.
• Knowledge of computerized Front Office systems required with emphasis in Property Manager
• Proficiency in Word and Excel. Excellent written and verbal communication skills required
• University degree or College diploma in Hotel Management preferred
• Strong interpersonal and problem solving abilities
• Ability to work independently and prioritize responsibilities and handle a multitude of tasks colleagues and guest requests
• Highly organized resultsoriented with the ability to be flexible and work well under pressure
• Ability to work cohesively as part of a team
• Must be physically able to lift luggage and possess a valid class 5 drivers license with clear abstract.

Remote Work :

No

Employment Type :

Fulltime