Fairmont Gold Supervisor (Full Time)

AccorHotel • Kohala Coast, HI

8d • Onsite

About The Position

The Fairmont Gold Supervisor is responsible for ensuring the highest levels of guest service while maintaining hotel profitability in a positive, innovative working environment. This role involves supervising a team of talented professionals in a luxury resort environment, fostering a culture of excellence, and coordinating all aspects of the Fairmont Gold floor to ensure the highest level of guest service and satisfaction. The supervisor will also oversee daily Lounge operations, ensure Luxury Guest Service and F&B Standards are met, provide exceptional concierge services, develop strong guest relationships, and participate in annual action planning for enhancing the Fairmont Gold product and services. Maintaining communication across all hotel departments, supervising Food & Beverage Forecasting and Purchase Ordering, and overseeing daily meal and bar service are also key responsibilities. The role requires reviewing arrival reports, ensuring pre-arrival communication for Fairmont Gold guests, addressing guest concerns, ensuring accurate Front Office Billing and Reservation reconciliation, and working to generate the highest possible revenues for Fairmont Gold by achieving upsell goals. Additionally, the supervisor will promote the Accor Live Limitless Loyalty program, attend hotel communication meetings, report departmental deficiencies, and be knowledgeable of safety and emergency procedures.

Requirements

• A minimum of two years Front Office experience
• A minimum of one year’s experience in a supervisory capacity
• Fluency in English (verbal & written), second language an asset
• Proven ability to guide and coach team members
• Recognized commitment to Guest Service and exceeding guest expectations
• Excellent leadership, written/verbal communication and interpersonal skills
• Self-motivation and organizational skills with the initiative and ability to complete projects in a timely manner and proven ability to work under pressure
• An operational knowledge and proficiency in Property Management System (Opera Cloud) and Microsoft Office suite (Word, Excel, PowerPoint)
• Must be legally eligible to work in the United States. The hotel is unable to assist candidates in obtaining U.S. work authorization.

Nice To Haves

• Previous experience in a similar leadership role is an asset
• Degree or Diploma in Hospitality Management is an asset

Responsibilities

• Coordinating all aspects of the Fairmont Gold floor to ensure the highest level of guest service and satisfaction at all times
• Supervising daily Lounge operations and Gold Buffet attendants to ensure all Luxury Guest Service and F&B Standards are met as well as maintain Fairmont Gold Brand Standards
• Provide exceptional Concierge information to our guests about local and area attractions, restaurants, transportation, special events, tickets, confirmations and other services
• Develop and maintain strong Guest relationships to build Fairmont Gold Loyalty
• Participation in annual action planning for enhancing Fairmont Gold product and services
• Maintaining communication across all departments within the hotel to ensure that Fairmont Gold standards are delivered on a consistent basis
• Supervise Food & Beverage Forecasting and Purchase Ordering for Daily Lounge Service
• Supervise AM & PM Meal Service and Bar Service Daily
• Review arrival reports and VIP’s to ensure all special requirements are met or exceeded
• Ensure pre-arrival communication for all Fairmont Gold guests demonstrating exceptional detail to deliver on guest preferences and personalization
• Ensure the highest level of guest satisfaction by addressing and resolving all Fairmont Gold Guest concerns or complaints and elevating any issues to appropriate areas
• Ensure accurate Front Office Billing and Reservation reconciliation standards are met
• Ensure the highest possible Revenues are generated for Fairmont Gold to achieve annual Fairmont Gold Department Upsell Goals (in partnership with Front Office)
• Maintain and promote Accor Live Limitless Loyalty program awareness with guests and team members
• Strong and effective communication with all other departments, highlighting Fairmont Gold area to ensure the proper level of service to our guests
• Attending any hotel communication meetings in the absence of the Fairmont Gold Manager and attend internal Department communication meetings monthly
• Maintaining and reporting deficiencies in the department and knowledge of all safety and emergency procedures
• Perform other reasonable duties assigned by the Management of the Hotel

Benefits

• Premium preferred provider medical/drug/vision benefits at competitive prices
• Employer paid coverage for group life and accidental insurance coverage ($25,500) + Coverage is available for your ‘ohana!
• 401(k)/retirement saving plan & matching program
• 15 paid holiday/personal days per year
• 10 days of paid vacation that begin accruing immediately
• 50% discounts at hotel restaurants
• 30% discount on retail items at our Fairmont Store
• 30% discount of services offered in our Spa Without Walls
• Travel Program with employee discounts at Accor properties + Friends & Family rates (5,000+ hotels worldwide)
• Complimentary meals in our employee dining facility

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed