Ensure the smooth operation and coordination of the hotel through respective Department Heads (Front Office, Housekeeping, Golf, Spa & Health Club, Food & Beverage, and Culinary)
Lead by example, Ensuring delivery of a consistently exceptional luxury guest experience across all areas of the hotel, in line with Fairmont brand standards
Analyses guest feedback, trends and satisfaction metrics, implementing corrective actions and continuous improvement initiatives
Support the General Manager in the overall management and strategic direction of the hotel.
Oversee day-to-day operations of the Resort, including Food & Beverage, Culinary, and Rooms Division.
Ensure the hotel team delivers Fairmont鈥檚 service promise and the highest level of brand standards, turning guest moments into memorable experiences.
Maintain constant awareness of all ongoing activities throughout the entire operation.
Drive quality across the resort and inspire the team to create extraordinary guest experiences.
Demonstrate commitment to service excellence through effective implementation and delivery of Fairmont Hotels & Resorts standards at all times.
Assume the responsibilities of the General Manager in their absence.
Guarantee through effective supervision that all services offered are always available and carried out efficiently.
Ensure the team is fully aware of operating standards and mystery audit criteria, conducting spot checks and audits to ensure targets are met.
Verify daily that all standards and procedures are adhered to.
Monitor staff rotas to ensure effective coverage of outlets, with payroll in line with budget.
Support Heads of Department (HODs) in managing talent within their departments, ensuring correct standards and methods of service are maintained.
Maintain good working relationships with EXCOM members, third parties, and Accor Hotel Services.
Oversee hotel ownership, membership, and local community relations.
Develop and update strategies and key objectives to enhance F&B outlet performance and standards, involving HODs in strategy and concept development.
Meet regularly with outlet managers and other HODs to review departmental operations, ensuring smooth coordination and communication.
Ensure each department meets its quantitative and qualitative targets.