Fairmont Gold Manager

AccorHotel • Dallas, TX

2d • Onsite

About The Position

Responsible for the management of all aspects of Fairmont Gold, in accordance with hotel standards. Directs, implements and maintains a service and leadership philosophy, which serves as a guide to respective staff.

Requirements

• College degree, preferably in Hospitality Management.
• A minimum of two years Concierge or Front Office leadership experience, preferably in luxury hotel environment.
• Ability to suggestively sell.
• Previous guest relations training.
• Certification in an alcohol awareness program (TABC) and Food Handling.
• Certification of previous training in liquor, wine, food service and sanitation procedures.
• Fluency in English, both verbal and non-verbal.
• Compute basic arithmetic.
• Proven ability to balance complimentary objectives, guest service, colleague satisfaction and profitability.

Responsibilities

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Responsible for all aspects of Guest Service and Guest Satisfaction that are generated and maintained in the Fairmont Gold Department.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Exceptional knowledge of surrounding area.
• Maintain complete knowledge at all times of all hotel features/services, hours of operation, all room types, numbers, layout, decor, appointments and location, all room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status for any given day, scheduled in-house group activities, locations and times, all hotel and departmental policies and procedures.
• Track and Forecast daily, weekly and monthly Fairmont Gold Occupancy levels and plan the Fairmont Gold Department accordingly.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Ensure that current information on rates, packages and promotions is available at the Fairmont Gold Desk and that all staff is knowledgeable on such.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjust schedules throughout the week to meet the business demands.
• Ensure that staff reports to work as scheduled. Document any late or absent employees.
• Coordinate breaks for staff.
• Assign work duties to staff.
• Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
• Inspect grooming and attire of staff; rectify any deficiencies.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Constantly monitor staff performance in all phases of service and job functions; rectify any deficiencies with respective personnel.
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor communication logs and ensure that guest requests are followed up within 15- 20 minutes.
• Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
• Monitor guest mail and ensure that it is processed according to procedures.
• Screen and interview Fairmont Gold applicants.
• Facilitate the Training & Development of the Fairmont Gold Team. Participate in the Training & Communication process of all colleagues providing service to Fairmont Gold.
• Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• 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.
• Provide direction and guidance to Fairmont Gold Supervisors in order to maintain service and food quality levels.
• Assist guests with reports of lost/stolen articles, following hotel policy.
• Adhere to hotel requirements for guest/colleague accidents or injuries and in emergency situations.
• Contact newly registered V.I.P. guests 15 minutes after check-in to establish guest satisfaction; resolve any dissatisfaction immediately. Document each call according to procedures.
• Ensure security of guest room access.
• Monitor and ensure that all cashiering procedures comply with Accounting policies and standards: Contracted banks, Shortages/overages, Late charges, Petty cash/paid outs, Adjustments, Posting charges, Making change for guests, Cashing personal/travelers checks, Exchange Foreign currency, Payment methods/processing, Settling accounts, Closing reports, Cashier reports, Balancing receipts, Dropping receipts, Securing banks.
• Assist staff with expediting problem payments.
• Anticipate low occupancy periods and coordinate blocking of rooms with Director, Housekeeping to maximize labor costs, deep cleaning and maintenance of rooms.
• Review the arrival report for accuracy and completeness. Rectify any deficiencies with respective personnel.
• Ensure that all VIPs are pre-registered according to standards.
• Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
• Print special requests report and block according to specifications.
• Print credit check report and review status of each account. Follow up on accounts beyond approved credit limits.
• Review resumes for arriving groups; organize and coordinate master accounts and check-in/ pre-registration procedures.
• Review trace reports and follows up accordingly.
• Coordinate delivery time of amenities with In Room Dining, ensuring timely delivery.
• Review requests for late checkouts and approve according to occupancy. Communicate this information to Housekeeping.
• Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.
• Print report on discrepant rooms, research discrepancies and enter current status accordingly.
• Complete rate check nightly.
• Maintain awareness of undesirable persons on hotel premises and contact Loss Prevention where necessary.
• Ensure all closing duties for staff is completed before staff signs out. Sign off on all paperwork for staff.
• Complete and direct scheduled inventories.
• Conduct monthly departmental meetings.
• Attend designated meetings.
• Complete departmental filing.
• Provide guest room tours.
• Follow up on assignments given by Director, Front Office.
• Perform all steps of recruiting process to hire new team members.
• Conduct interviews.
• Conduct a 2-week formal training program on the required job functions with criterion expected and department orientation with new hires. Conduct ongoing training with existing staff.
• Provide feedback to staff on their performance. Handle disciplinary problems and counsel colleagues according to Hotel standards.
• Maintain complete records on Attendance Calendars of attendance and any performance/disciplinary conversations with staff.
• Conduct performance reviews in a timely manner.
• Foster and promote a cooperative working climate, maximizing productivity and colleague morale.
• Complete work orders for maintenance repairs and submit to Royal Service. Contact Engineering directly for urgent repairs.
• Document pertinent information in department log book.
• Complete all paperwork and closing duties.
• Review status of assignments and any follow-up action with on-coming Supervisor.
• Assist in ordering supplies and keep track of inventory. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
• Assist Front Desk operations in the absence of the Front Desk Manager.
• Assist with other duties as assigned.

Benefits

• Paid time off
• Medical, Dental and Vision Insurance
• 401K
• Complimentary Shift Meal
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academy designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities, such as Planet 21
• Career development opportunities with national and international promotion opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Manager