Fairmont Gold Manager

AccorHotel

About The Position

As Fairmont Gold Manager, you will curate exceptional guest experiences on Fairmont Orchid’s exclusive 45-room luxury guest floor. You will lead and elevate personalized moments through a dedicated Concierge team while delivering the highest level of personalized service with indulgent Fairmont Gold amenities and locally inspired culinary offerings. From private check-in to the refined food & beverage service of the Fairmont Gold Lounge, you will ensure seamless experiences that exceed guest expectations in an elevated luxury environment. Embodying Fairmont’s “Make Special Happen” approach, your dynamic personality paired with strong business acumen will serve as an ambassador of luxury, responsible for upholding exceptional service standards while driving operational excellence and profitability within a positive, innovative work environment.

Requirements

A minimum of 2 years, 4 Diamond hotel Concierge or Front Office experience, preferred
Must have an entrepreneurial spirit
Previous experience in a supervisory or managerial capacity
Proven ability to inspire a team to achieve the ultimate luxury experience
Must have a proven record of exceeding guest expectations and commitment to guest service
Must be an innovator, with the mindset of constantly analyzing our product and services
Passionate about guest service, relentless in creating “wow” experiences
Proven ability to balance collection objectives, guest service, colleague satisfaction and profitability
Excellent leadership, written and verbal communication and interpersonal skills
Self-motivator with the initiative and ability to complete projects in a timely manner and great organizational skills with a proven ability to work under pressure
An operational knowledge and proficiency with Opera Cloud, Alice, LQA, Dayforce and Microsoft Office suite (Word, Excel, PowerPoint)

Nice To Haves

Food & Beverage Experience is an asset
Degree or Diploma in Hospitality Management is an asset

Responsibilities

Ensures that all Fairmont Gold Standard Operating Policies and Procedures are adhered.
Ensures the budget revenue are generated for Fairmont Gold within the budgeted associated expenses. Work with the Director of Revenue, Director of Reservation, Director of Sales and Front Office Management to ensure strategies are in place to maximize Fairmont Gold revenue opportunities.
Track and forecast daily, weekly and monthly Fairmont Gold occupancy levels while scheduling and planning the department accordingly
Provide exceptional Concierge information to our guests about local and area attractions, restaurants, special events, tickets, confirmations and other available services.
Develop and maintain strong guest relationships to ensure Fairmont Gold loyalty. Handle and resolve guests’ complaints, including follow up in a timely manner.
Provide service that consistently exceeds our internal and external guest expectations
Strong and effective communication with all other departments. Supervise all contributing colleagues and departments who provide service to Fairmont Gold to ensure that Fairmont Gold service standards are provided.
Support the execution of pre-arrival communications and preparations, front desk and concierge services, and lounge operational support as needed in accordance with standards of performance
Facilitate the training and development of the Fairmont Gold Team. Participate in the training and communication process of all colleagues providing service to Fairmont Gold.
Ensure colleagues have the tools that they need to work successfully, provide timely reviews of their performance, manage labour hours, and organize paid time off as requested.
Participate in the recruitment and training of new Supervisors and Lounge Servers
Conduct colleague performance evaluations on a timely basis, including corrective action and coaching. Directly influences the future effectiveness of the hotel through involvement in recruitment, hiring, training & motivation of Fairmont Gold colleagues.
Propose and facilitate innovative, cost-effective guest experience enhancements
Be accountable for operational costs and expenses- Monthly Profit & Loss Statement / Adherence to budget
Ensure the highest possible revenues are generated for Fairmont Gold, monitoring upsell opportunities and Honour Bar inventory
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
Provide direction and guidance to In Room Dining/ Fairmont Gold Pantry Attendant in order to maintain service and food quality levels
Ensure SAQ process are followed by the Fairmont Gold supervisor team
Adheres to and promotes the company’s health and safety policies to ensure a safe work environment and knowledgeable all safety and emergency procedures including EHC

Benefits

benefit available for fulltime or part time employees while being a part of the Fairmont Orchid ‘ohana
Premium preferred provider medical/drug/vision benefits at competitive prices
We put you first & value you with employer paid coverage for group life and accidental insurance coverage ($25,000) + Coverage is available for your ‘ohana!
We believe that hospitality has the power to unlock a better tomorrow with our 401(k)/retirement saving plan & matching program
Don’t just live in the moment – own your moment with 15 paid holiday/personal days per year + 10 days of paid vacation that begin accruing immediately
We are globetrotters taking advantage of our Travel Program with employee discounts at Accor properties + Friends & Family rates
We go the extra mile by offering 50% discounts at hotel restaurants, 30% discount on retail items at our Fairmont Store & 30% discount of services offered in our Spa Without Walls
Complimentary meals in our employee dining facility

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