Guest Relations Manager - Management Development Program

AccorHotel • Los Angeles, CA

3d • $80,000 - $85,000 • Onsite

About The Position

Fairmont Century Plaza’s 18-month Management Development Program is designed to develop the successful candidate into a Guest Relations Manager while providing hands-on experience across the Rooms Division. With dedicated mentorship, structured leadership training, and real responsibility, the role works closely with the Fairmont Gold team to deliver highly personalized luxury service. Successful program completion may lead to placement opportunities with Fairmont Hotels & Resorts and Accor, depending on performance, business needs, and available positions.

Reporting to the Director of Rooms, the position supports Guest Relations operations, coordinates VIP arrivals and personalized guest experiences, and handles guest concerns and service recovery. It also develops leadership skills through Manager on Duty assignments, quality initiatives, guest feedback analysis, cross-department collaboration, and exposure to Front Desk, Guest Services, Housekeeping, and other Rooms Division functions.

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.

Responsibilities

• Support the daily operation of Guest Relations and build meaningful relationships with guests throughout their stays.
• Coordinate VIP arrivals, special occasions, amenities, and personalized guest touches.
• Anticipate guest needs and identify opportunities to enhance their stay.
• 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.
• Learn and uphold Fairmont Gold’s elevated service standards for loyal and discerning 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 gain an understanding of leadership roles across the Rooms Division.

Benefits

• Annual salary of $80,000–$85,000 USD.
• Discounted hotel room, food and beverage, and spa rates at participating sister properties around the globe.
• Duty meals in the colleague cafeteria and dry cleaning of work attire.
• Learning programs through the company’s Academies.
• Career growth opportunities within Fairmont and Accor’s global portfolio.
• Opportunities to participate in Corporate Social Responsibility activities such as Planet 21 and WATCH.
• Health benefits.
• 401(k).

What This Job Offers

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