What you will be doing:
 Ensures that delivery of Forbes 5 star personalized guest experience is the key focus across all areas of the hotelLeads by example in developing high quality relationships with the guests, ensuring that all tasks relating to guest service, comfort and satisfaction are treated with utmost priority.Analyzes feedback and trends in guest satisfaction taking appropriate action to strive for enhancements at every opportunity.Has expert knowledge of the facilities, services and events offered by the hotel and the surrounding area and actively promotes them as well as all amenities and programs offered by the company.Ensures that the team are fully aware of the Standard Operating Procedures including but not limited to Forbes 5 star and LQA standards, and can deliver them.Builds a culture of prioritizing quality improvement through training plans, quality audits, corrective action plans, and regular review.Liaises closely with all Heads of Department with regards to servicing and handling of high-profile guests.Works in partnership with Regional Director of Talent & Culture to create a positive, diverse and empowered, high-performance culture, role modelling inclusive ‘inverted pyramid’ leadership, and nurturing talent to ensure that all HOD’s are effective in their current roles and developed to their full potential.Ensures that Standard Operating Procedures and Job Training Programs are in place and delivered across the operations to build capability and meet brand and service standards.Works in partnership with the Assistant Director of Food and Beverage to Support to optimize financial performance while enhancing brand reputation and value.Champions Planet 21 initiative, diversity and inclusion and other Accor related programs in the operation.Responds to any changes as dictated by the needs of the industry, company or hotel.Maintains all hotel records and forms required for audit purposes and as prescribed by local management and policies.Ensures that all departmental reports and correspondence are completed punctually and accurately.During the course of duty you will have access to certain information, which demands the utmost confidentiality. Discretion must be exercised at all times.Detailing (BEO Creation) of all Tonga events with client specifications including space requirements, times, equipment, menus, theme, decor, staffing etcSolicit new and existing accounts to meet and exceed revenue goals through proactive sales efforts via telephone, outside sales calls, site inspections and written communicationYour responsibilities are included but not limited to this job description as this has been drafted as a guide to the purpose and main duties of the role as it currently exists. The Fairmont San Francisco relies on the flexibility of its colleagues to ensure the continuity of the high standards currently being achieved.  It is not intended as a wholly comprehensive or permanent schedule of duties and it does not form part of the contract of employment.  The Company reserves the right to amend this job description from time to time to accommodate the requirements of the business and the evolving nature of the role.