Concierge Manager

Taking care of the little things and the big things is what we do to engage the heart and create lifelong memories for our guests and colleagues.  As our Concierge Manager, you will be responsible for ensuring the highest level of guest service and ensuring that standards are maintained for the Guest Experience (pre-arrival concierge) and Concierge department. This position also serves as a resource to the overall operations of the hotel by providing assistance and direction as needed.Salary Range:  $76,000 - $82,000What you will be doing:Establish and oversee the daily operations of the Guest Experience and Concierge departmentAlign departments effectively to achieve and deliver on strategic goalsLead the management of all text message communication through our guest engagement and messaging platform, KIPSUCoach and mentor colleagues. Create an environment that allows employees to achieve job fulfillment and provide a path for career development with Fairmont Hotels and ResortsDetermine hiring and training plans to position the department to handle general resort inquiries that speak to and confirm guest activities, dining, spa, billing inquiries and more as requiredEnsure effective utilization and productivity of all staff through staff planning, hiring, scheduling and adhering to budget parametersAct as a member of the primary Emergency Response Team and lead emergency procedures when requiredBe an active contributor to the Guest Experience committees that speak to guest problems and service excellenceLiaise with other departments to ensure the smooth management of operations, maintaining a close relationship with Maintenance, Housekeeping, Sales & Conference Services, Guest Services, Front Office, Concierge, and Food & BeverageActively support and engage with the local and/or Hawaii chapter of Les Clefs d’OrAlign with the Concierge team to drive a annual calendar of events that is updated as required with special eventsBe a strong communicator within the Resort for events, activated space and supports the Resort in these effortsSupport Director of Front Office in budgeting process, strategic planning and identification of trends in dataProactively seek feedback on guest satisfaction and resolves problems in accordance with our company mission and philosophy of colleague empowerment.