You represent Fairmont Century Plaza with enthusiasm and pride, providing exceptional service and attention for each guest you encounter. You are energetic and confident, and will encourage your teammates to achieve and be positive. You are entrusted with the responsibility of ensuring the best possible experience for your guests at all times.
What you will be doing:
- Consistently offer professional, friendly and engaging service
- You work with the Front Office Leadership Team to lead and manage the day-to-day operation and long term strategic planning of the Guest Services department
- You assist the Director of Front Office in all aspects of the department and ensure service standards are followed
- You will be the head of department for Concierge, Bellman and Doorman
- You will be considered the Forbes trainer for the Front Office Department
- You are able to manage the operation and make decisions in the absence of senior leadership
- You are familiar with all policies and procedures relating to the Front Desk, Security, Reservations, Guest Services and Food & Beverage, providing hands-on support as needed
- You ensure that the entire Front Office and the surrounding areas including Lobby, Concierge, Front Desk, and Front Drive is continuously clean and tidy
- You provide managerial support for Front Desk and Guest Services in the daily operational duties for these areas in the absence of the department managers
- You promote a positive work environment for the optimal employee experience in order to create the desired guest experience
- You complete Talent & Culture responsibilities including but not limited to performance feedback, recognition program, employee satisfaction action plans, payroll and scheduling, standard operating procedures creation, and training and onboarding
- You manage staffing levels in response to business levels and in accordance with CBA contracts
- You greet, welcome, and farewell guests and colleagues pleasantly and professionally
- You establish and maintain an effective working relationship with co-workers
- You work cohesively with fellow colleagues as part of a team with minimum supervision
- You conduct regularly scheduled departmental meeting and pre-shift briefings
- You balance operational, administrative, and colleague needs
- You are responsible for identifying any training needs of Guest Services Team and creating action plans to develop the team’s skills
- You ensure enough supplies of all operational items are in storage
- You assist guests regarding any requests informatively and in a helpful manner
- You resolve guest complaints and concerns with a solution that is tailored to the guests and is solved in a timely manner
- You handle guest concerns effectively and efficiently, include logging and notifying proper areas
- You assist the guests with any comments, questions, or concerns during their stay
- You make recommendations for activities and restaurants
- You assist with luggage and transportations inquiries
- You enroll guests to Accor Live Limitless loyalty program and update profiles when applicable
- You liaise with other Departments in regards to special Guest requirements (i.e. Guest Services, Guest Experience, Housekeeping, In Room Dining, and Engineering)
- You are present at the Reception desk whenever possible
- You deal promptly and effectively with any complaints
- You coordinate arrivals and departures, monitor waiting times, always keep guests informed and ensure that they are as comfortable as possible
- You conduct a handover at the end of each shift with relieving staff, informing them of any special requirements or problems
- You are familiar with Hotel’s technology and communication platforms, and utilize to ensure hotel operation and guest satisfaction
- You are familiar with CPZ, all the facilities and services offered
- You are timely, accurate and courteous during all interaction with guests and colleagues
- You inform security of any unusual disturbances
- You maintain a Safe, Hazard Free, and Organized work environment
- You complete various assignments as requested by hotel management
- You oversee the daily task performed by the Guest Services Team to ensure accuracy, completion and flow of service
- You assist with guest and employee issues and questions
- You are an inspiration to all hotel staff to achieve luxury levels of performance
- You act as a lead for Guest Services and ensure that guest and employee issues are resolved and the guest is satisfied
- You provide employee motivation and support
- You onboard and train new employees
- You monitor, document, and notify the Guest Services Manager of any concerns or issues that may impact the operation and the achievement of department goals and objectives
- Other duties as assigned