Bilingual Fairmont Gold Supervisor/ Concierge (Full-Time)

AccorHotel • Ottawa, ON

2d • Onsite

About The Position

Fairmont Gold is a special place! The personalized service provided as you greet your Guests at check-in or serve them in the private lounge, will show them that you truly care. The luxury our Guests experience and the memories you make as a Fairmont Gold Supervisor will create a sense of loyalty that will ensure their return. This role is located in the heart of Canada's capital next door to the Parliament Buildings, at the landmark Fairmont Chateau Laurier hotel in Ottawa.

Requirements

• Previous Front Desk Agent experience required
• Two years' experience as a Concierge or Hotel Guest Services Agent
• Must have a proven record of exceeding guest expectations and commitment to guest service
• A Degree or Diploma in Hospitality Administration from a recognized University or College
• Smart Serve certification required
• A sound knowledge of major cultures and expectations of international travelers
• Excellent written and verbal communication skills in both official languages
• Excellent interpersonal skills, with proven service leadership skills and the ability to inspire colleagues to deliver outstanding service
• Strong problem solving abilities
• Must have the ability to work cohesively as part of a team
• Organized and results-oriented with the ability to be flexible and perform well under pressure in a fast-paced changing environment
• Proven initiative and ability to complete projects in a timely manner
• Knowledge of Opera (Property Manager), Excel, Microsoft Word, Outlook

Nice To Haves

• Previous experience in a supervisory managerial capacity an asset
• Previous food and beverage serving experience is preferred.
• Active member in good standing of Les Clefs D’Or is an asset

Responsibilities

• Consistently offer professional, friendly and engaging service
• Demonstrate Fairmont Corporate standards and Service Promise standards in every interaction with guests and colleagues.
• Make certain that all Fairmont Château Laurier policies, procedures and corporate standards are known, followed and acted upon at all times
• Responsible for all aspects of the Fairmont Gold operations, to ensure a smooth operation and the highest level of guest satisfaction at all times
• Review all Fairmont Gold reservations to ensure all standards are met
• Ensure that the reservations of our ALL Accor Live Limitless Members are in order and that members’ expectations are met
• Direct and execute approved plans and programs for Fairmont Gold in accordance with company and hotel policies
• Track and forecast daily, weekly and monthly Fairmont Gold occupancy
• Control room inventory including out of order rooms, sell outs, preventive maintenance and special room projects
• Ensure the highest revenues possible are generated by participating in, supporting and promoting the Fairmont Gold upsell program as well as monitoring honour bar revenue
• Provide exceptional concierge information to our guests
• Establish and maintain communication with all Fairmont Gold staff on a daily basis
• Develop and maintain contacts with counter parts in other Fairmont properties as well as other hotels and hospitality services in the city
• Strong and effective communication with all other departments, highlighting Fairmont Gold requirements from supplies to manpower requirements to ensure proper level of service to our guests
• Attend Department Communication meetings and other meetings in absence of Fairmont Gold Director
• Maintain and report housekeeping and maintenance deficiencies in the department
• Provide exceptional service in the Fairmont Gold lounge
• Responsible for overseeing the set up and break down of all food and beverage presentations in the lounge (breakfast, coffee/tea service, bar service and canapés)
• Assist guests regarding food and beverage menu items
• Have knowledge of all menu items, garnishes, contents and preparation methods
• Attention to detail in ensuring the lounge is well maintained at all times and that the ambiance changes in the lounge from one food and beverage presentation to the next
• Lead and supervise the Fairmont Gold attendants to ensure all Fairmont Gold Standards and operating procedures are adhered
• Participate in recruitment, selection and performance management (including corrective action), of all colleagues working in Fairmont Gold
• Participate in the orientation and cross training process of all hotel colleagues who provide services to Fairmont Gold guests
• Ensure that the appropriate service levels are provided and achieved at all times
• Participate actively in the achievement of Guest Satisfaction initiatives
• Participate actively in the hotel community to further inter-departmental working relationships
• Take ownership in the achievement of Colleague Engagement Survey objectives
• Promote and enforce the hotel’s Health & Safety standards and emergency procedures
• Promote and adheres to the company’s Environmental and Green Team policies and procedures
• Perform related duties and special projects as assigned

Benefits

• Wonderful company culture - our colleagues are at the heart of all that we do
• Food & Beverage discount of 50% in our restaurants
• Employee benefit card offering discounted rates in Accor worldwide for you and your family
• Learning programs through our academies designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
• Comprehensive extended health benefits package
• Full rate of pay of $27.50/hour

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree