Guest Services Manager

Job Title

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

Your experience and skills include:

• Previous experience in managing Guest Services, Concierge or Valet Parking
• Experience in 5-star Forbes hotel is required
• 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 as part of a team
• Ability to focus attention on guest needs, remaining calm, and courteous at all times
• Get along with all kinds of people
• Stand and walk for long periods of time
• Analyze and interpret established policies
• Make business decisions based on productions reports and similar facts as well as on your own experience and personal opinions
• Deal with the general public, customers, employees, with tact and courtesy
• Ability to plan and organize the work of others
• Change activity frequently and cope with interruptions
• Communicate effectively to all types of audiences
• Ability to provide specific oral or written instructions
• Accept full responsibility for managing an activity
• Must be flexible with schedule - ability to work weekdays, weekends, holidays, evening and overnight shifts
• High school diploma
• University degree or College diploma in Hotel Management preferred
• Minimum of two year's work experience in relevant discipline beneficial
• Minimum of one year's work experience in a supervisory/management role beneficial
• Minimum of one year's work experience in a luxury hotel beneficial
• Previous PMS experience required, Opera experience an asset
• Computer literate in Microsoft Window applications required
• Fluent spoken and written English
• Fluency in a second language is an asset
• Requires mathematical development sufficient to be able to: Add, subtract, multiply, and divide all units of measure
• Ability to be observant with meticulous attention to detail
• Ability to follow instruction and work quickly and thoroughly
• Ability to think through situations in a rational manner while under pressure
• Logical and structured thinking, balancing budgetary and guest's needs
• Ability to see the bigger picture and possible repercussions of decisions
• Being able to determine which department could best help the guest
• Staying calm when assisting a guest and colleague in emergency situations, and knowing what questions to ask
• Active movements- Ability to walk, stand, kneel and bend for up to 8 hours a day
• Ability to work under pressure and stress
• Ability to work at a fast pace
• Ability to ascend and descend stairs safely
• Lifting 100 lbs. maximum with frequent lifting
• Carrying of objects weighing up to 100 lbs.

What is in it for you:

• Salary Range: $80,000 - $92,000 USD
• Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globe.
• We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential
• 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, like Planet 21 and WATCH
• Competitive Health Benefit Package within 30 days of employment
• 401(k)/Roth IRA Eligibility after 60 days of employment
• Cell Phone Usage Reimbursement

Your team and working environment: