Guest Services Manager

Guest Services Manager Providing engaging, sincere, personalized service is one of the ways our Front Office Colleagues and Leaders are turning moments into memories for our guests at Fairmont Hotels & Resorts. Highlight your leadership and interpersonal strengths as Guest Services Manager, where you will foster an engaged team, maximize operations and ensure exceptional guest service. Reporting to the Director of Rooms, the Guest Services Manager is responsible for ensuring the smooth and efficient operation of Bell Services, Door, Valet Services and Shuttle Services. The Guest Service Manager will ensure that all standards, procedures and guest satisfaction objectives are met and exceeded on a consistent basis. ​​​​​What you will be doing: Must Responsibilities and essential job functions include but are not limited to the following:  Maintains a high level of professionalism in all aspects of job performance. Ensures our Accor Live Limitless members and VIP’s guests are recognized upon arrival, receiving a warm greeting and appropriate assistance Ensures Fairmont standards, procedures, and practices are followed by providing the highest quality of colleague training, monitoring performance and providing coaching on an on-going basis Policies are in place and maintained to prevent damage and loss of guest’s belongings and hotel property.  Responsible for regular maintenance of equipment including bikes, golf clubs and bell carts Policies are in place and maintained to prevent damage to Guest vehicles Ensures the achievement of financial objectives through accurate staffing and scheduling, consistently monitoring productivity and ensuring the accurate administration of payroll. Develops an engaged, enthusiastic and guest driven team through recruitment, personal and professional development and reward. Promotes positive colleague relations through an environment that encourages open communication trust and mutual respect Accurate administration of the Collective Agreement Plans regular and effective communication with all Guest Services colleagues through individual and departmental communication meetings and Pre-Shift briefings Cooperates, coordinates and communicates with other departments of The Fairmont Orchid to ensure the highest level of Guest Service is maintained Ensuring that all Health & Safety standards are met, procedures followed, and that employees have the correct knowledge and tools to work safely.  Provide leadership support to the extended Front Office Team including Front Desk, Royal Service, Concierge.  Provide leadership support and mentorship to the Front Office Manager and Resort Assistant Managers  including Guest escalations in the absence of the Director of Rooms Create, update and follow Local Standard Operating Procedures for a smooth operation and great arrival/departure experience.