Responsible for the management of all aspects of Fairmont Gold, in accordance with hotel standards. Directs, implements and maintains a service and leadership philosophy, which serves as a guide to respective staff.
- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
- Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
- Maintain positive guest relations at all times.
- Responsible for all aspects of Guest Service and Guest Satisfaction that are generated and maintained in the Fairmont Gold Department.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Exceptional knowledge of surrounding area.
- 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.
- room availability status for any given day.
- scheduled in-house group activities, locations and times.
- all hotel and departmental policies and procedures.
- Track and Forecast daily, weekly and monthly Fairmont Gold Occupancy levels and plan the Fairmont Gold Department accordingly.
- Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
- Ensure that current information on rates, packages and promotions is available at the Fairmont Gold Desk and that all staff is knowledgeable on such.
- Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
- Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjust schedules throughout the week to meet the business demands.
- Ensure that staff reports to work as scheduled. Document any late or absent employees.
- Coordinate breaks for staff.
- Assign work duties to staff.
- Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
- Inspect grooming and attire of staff; rectify any deficiencies.
- Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
- Constantly monitor staff performance in all phases of service and job functions; rectify any deficiencies with respective personnel.
- Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
- Monitor communication logs and ensure that guest requests are followed up within 15- 20 minutes.
- Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
- Monitor guest mail and ensure that it is processed according to procedures.
- Screen and interview Fairmont Gold applicants.
- Facilitate the Training & Development of the Fairmont Gold Team. Participate in the Training & Communication process of all colleagues providing service to Fairmont Gold.
- Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
- Work with the Executive Chef to determine the Fairmont Gold Lounge menu, food cost, ordering and presentation, in line with Fairmont Gold Standards of Procedures & Service.
- Provide direction and guidance to Fairmont Gold Supervisors in order to maintain service and food quality levels.
- Assist guests with reports of lost/stolen articles, following hotel policy.
- Adhere to hotel requirements for guest/colleague accidents or injuries and in emergency situations.
- Contact newly registered V.I.P. guests 15 minutes after check-in to establish guest satisfaction; resolve any dissatisfaction immediately. Document each call according to procedures.
- Ensure security of guest room access.
- Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:
- Contracted banks
- Shortages/overages
- Late charges
- Petty cash/paid outs
- Adjustments
- Posting charges
- Making change for guests
- Cashing personal/travelers checks
- Exchange Foreign currency
- Payment methods/processing
- Settling accounts
- Closing reports
- Cashier reports
- Balancing receipts
- Dropping receipts
- Securing banks
- Assist staff with expediting problem payments.
- Anticipate low occupancy periods and coordinate blocking of rooms with Director, Housekeeping to maximize labor costs, deep cleaning and maintenance of rooms.
- Review the arrival report for accuracy and completeness. Rectify any deficiencies with respective personnel.
- Ensure that all VIPs are pre-registered according to standards.
- Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
- Print special requests report and block according to specifications.
- Print credit check report and review status of each account. Follow up on accounts beyond approved credit limits.
- Review resumes for arriving groups; organize and coordinate master accounts and check-in/ pre-registration procedures.
- 49. Review trace reports and follows up accordingly.
- Coordinate delivery time of amenities with In Room Dining, ensuring timely delivery.
- Review requests for late checkouts and approve according to occupancy. Communicate this information to Housekeeping.
- Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.
- Print report on discrepant rooms, research discrepancies and enter current status accordingly.
- Complete rate check nightly.
- Maintain awareness of undesirable persons on hotel premises and contact Loss Prevention where necessary.
- Ensure all closing duties for staff is completed before staff signs out. Sign off on all paperwork for staff.
- Complete and direct scheduled inventories.
- Conduct monthly departmental meetings.
- Attend designated meetings.
- Complete departmental filing.
- Provide guest room tours.
- Follow up on assignments given by Director, Front Office.
- Perform all steps of recruiting process to hire new team members.
- Conduct interviews.
- Conduct a 2-week formal training program on the required job functions with criterion expected and department orientation with new hires. Conduct ongoing training with existing staff.
- Provide feedback to staff on their performance. Handle disciplinary problems and counsel colleagues according to Hotel standards.
- Maintain complete records on Attendance Calendars of attendance and any performance/disciplinary conversations with staff.
- Conduct performance reviews in a timely manner.
- Foster and promote a cooperative working climate, maximizing productivity and colleague morale.
- Complete work orders for maintenance repairs and submit to Royal Service. Contact Engineering directly for urgent repairs.
- Document pertinent information in department log book.
- Complete all paperwork and closing duties.
- Review status of assignments and any follow-up action with on-coming Supervisor.
- Assist in ordering supplies and keep track of inventory. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
- Assist Front Desk operations in the absence of the Front Desk Manager.
- Assist with other duties as assigned.