Guest Relations Manager - Management Development Program

AccorHotel • Los Angeles, CA

8h • Onsite

About The Position

Fairmont Century Plaza in Los Angeles is hiring for an 18-month Management Development Program designed to develop a Guest Relations Manager and provide experience across the Rooms Division. The program includes dedicated mentorship, hands-on training, and responsibility from day one, with additional collaboration with the Fairmont Gold team to deliver highly personalized service. Successful completion may lead to placement opportunities with Fairmont Hotels & Resorts or Accor, based on performance, business needs, and available positions.

Reporting to the Director of Rooms, the role supports the daily operation of Guest Relations, builds relationships with guests, coordinates VIP arrivals and special occasions, anticipates guest needs, and resolves concerns through empathetic service recovery. The position also develops Fairmont Gold service expertise, supports hotel-wide operations as Manager on Duty when required, and helps lead service-quality initiatives. The program includes operational exposure to Front Desk, Guest Services, Housekeeping, and other departments, as well as participation in Rooms Division meetings and leadership discussions.

The position is full-time and offers an annual salary of $80,000–$85,000 USD. Candidates must provide proof of current eligibility to work in the United States.

Requirements

• Previous supervisory or management experience.
• At least 1 year of experience in hospitality, Guest Relations, Front Office, a club lounge, or another guest-facing role.
• Excellent communication skills in English.
• Genuine passion for luxury hospitality and creating memorable experiences.
• Strong service-recovery skills and sound judgment in sensitive situations.
• Creative and logical problem-solving skills, including the ability to find alternative solutions.
• Highly organized and results-oriented, with the ability to remain calm under pressure.
• Positive, generous team spirit, flexibility, and dependability.
• Commitment to a structured leadership development program.
• Flexible availability, including evenings, weekends, and holidays.
• Proof of current eligibility to be employed in the United States.

Nice To Haves

• A degree in Hospitality, Business, or a related field is preferred.

Responsibilities

• Support the daily operation of Guest Relations and build relationships with guests throughout their stays.
• Coordinate VIP arrivals, special occasions, amenities, and personalized guest touches.
• Anticipate guest needs and identify ways to enhance the guest experience.
• Handle guest concerns and service recovery with empathy, professionalism, and thorough follow-through.
• Partner with the Fairmont Gold team on guest recognition, personalized arrivals, lounge service, and special requests.
• Uphold Fairmont Gold’s elevated service standards and learn the expectations of its guests.
• Act as Manager on Duty when required, supporting the entire hotel operation.
• Lead Service Excellence meetings and follow up on guest-experience priorities.
• Review guest feedback, satisfaction scores, and service trends; prepare and present quality reports with recommendations.
• Support guest loyalty initiatives, including ALL – Accor Live Limitless.
• Contribute to projects that improve the guest experience.
• Support Front Desk, Guest Services, and Housekeeping operations.
• Collaborate with Concierge, Royal Service, Food & Beverage, Spa, and other departments across the guest journey.
• Participate in Rooms Division meetings and leadership discussions.
• Develop skills in coaching, delegation, decision-making, and communication, and learn the leadership roles across the Rooms Division.

Benefits

• Discounted hotel rooms, food and beverage, and spa rates at participating sister properties around the globe.
• Duty meals in the colleague cafeteria.
• Dry cleaning of work attire.
• Learning programs through Accor Academies.
• Career-growth opportunities within Fairmont and Accor’s global portfolio.
• Opportunities to make a difference through Corporate Social Responsibility activities such as Planet 21 and WATCH.
• Health benefits.
• 401(k).

What This Job Offers

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