Guest Relations Manager
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About The Position
Providing engaging, sincere, personalized service is one of the ways our Front Office Colleagues are turning moments into memories for our guests at Fairmont Hotels & Resorts. Showcase your interpersonal strengths as Guest Relations Manager, where you will lead, train and recognize your team in support of exceptional guest service! Reporting to the Director of Front Office, responsibilities and essential job functions include but are not limited to the following: Assist the Director of Front Office in all aspects of the department and ensure service standards are followed. Provides managerial support for front desk agents and supervisors, and assisting other front office departments as needed. Consistently offer professional, friendly and engaging service. Ensure proper staffing and scheduling of all Front Office colleagues in accordance to productivity guidelines. Communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation. Train supervisors and fulfill training role in the absence of the trainer. Assist guests regarding hotel facilities in an informative and helpful way. Handle guest recovery issues as they develop and follow-up with guest and other departments accordingly. Collaborate with other departments throughout the hotel to ensure seamless service for all guests. Follow department policies, procedures and service standards. Follow all safety policies. Other duties as assigned.
