At Fairmont, unparalleled personalized service and luxury await guests of Fairmont Gold, our exclusive 47 room and suite “hotel within a hotel” experience. As Fairmont Gold Supervisor, your leadership will foster an engaged team of service professionals who bring our exceptional “Fairmont Gold standards” to life – and turn moments into memories for our guests.
What you will be doing:
- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
- Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and at any time of day.
- Always maintain positive guest relations.
- Resolve guest complaints, ensuring guest satisfaction.
- Maintain complete knowledge at all times of:
- all hotel features/services, hours of operation.
- all room types, numbers, layout, decor, appointments and location.
- all room rates, special packages and promotions.
- daily house count and expected arrivals/departures.
- scheduled daily group activities.
- Loyalty program details
- Build guest loyalty through personalized service
- Review all Fairmont Gold reservations to ensure requests are met and all Fairmont Gold Standards are adhered to.
- Process all guest registrations and check-outs.
- Communicate services and amenities of the hotel to guests.
- Oversee the lounge operations and follow F&B processes.
- Coordinate all guest room billing.
- Respond to all guest requests.
- Document and confirm reservations and cancellations.
- Block rooms in computer and follow through on designated requirements.
- Generate, print and distribute daily and weekly reports.
- Ensure the highest possible revenues are generated for Fairmont Gold, working with the Front Office team on daily upsell programs
- Settle guest accounts and adhere to all cashiering procedures.
- Assist other front office departments as needed.