Guest Services Manager

Guest Services ManagerAs a Guest Services Manager, you represent Fairmont Century Plaza with enthusiasm and pride, providing exceptional service and attention for each guest you encounter. You are energetic and confident, and will encourage your teammates to achieve and be positive. You are entrusted with the responsibility of ensuring the best possible experience for your guests at all times.What you will be doing:Consistently offer professional, friendly and engaging serviceYou work with the Front Office Leadership Team to lead and manage the day-to-day operation and long term strategic planning of the Guest Services departmentYou assist the Director of Front Office in all aspects of the department and ensure service standards are followedYou will be the head of department for Concierge, Bellman and DoormanYou will be considered the Forbes trainer for the Front Office DepartmentYou are familiar with all policies and procedures relating to the Front Desk, Security, Reservations, Guest Services and Food & Beverage, providing hands-on support as neededYou are an inspiration to all hotel staff to achieve luxury levels of performanceYou act as a lead for Guest Services and ensure that guest and employee issues are resolved and the guest is satisfiedYou monitor, document, and notify the Guest Services Manager of any concerns or issues that may impact the operation and the achievement of department goals and objectivesYou complete Talent & Culture responsibilities including but not limited to performance feedback, recognition program, employee satisfaction action plans, payroll and scheduling, standard operating procedures creation, and training and onboardingYou manage staffing levels in response to business levels and in accordance with CBA contractsOther duties as assigned