Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
Responsible for all aspects of Guest Service in the daily operation of the Fairmont Gold Department, ensuring the highest levels of Guest Satisfaction at all times.
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Provides exceptional Concierge information to our guests about local and area attractions, restaurants, theaters, special events, tickets, confirmations and other available services.
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 and group resumes.
all hotel and departmental policies and procedures.
Access all functions of the computer system.
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 Front 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.
Assist with duties, as needed and ensure duties have been completed.
Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
Develops and maintains strong guest relationships to ensure Fairmont Gold loyalty. Handle daily Fairmont Gold Comments. Manage the Fairmont Gold Guest History system and ensure Guest information is updated.
Participate in 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.
Develops & maintains contacts with business partners, concessionaires, local community and counterparts of Fairmont Gold throughout Fairmont Hotels & Resorts.
Monitor guest mail and ensure that it is processed according to procedures.
Interact appropriately with guests, ensuring prompt and courteous service; resolve any concerns or complaints.
Perform job functions to ensure optimum service to guests.
Observe guest reactions and confer frequently with fellow staff members to ensure guest satisfaction.
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
Review previous night's no-shows, verify and ensure billing of such.
Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or “walked” guests.
Audit surrounding area hotels in sold out situations for status of rooms, rates. Maintain current list of available locations for walk situations.
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 and daily reports needed for groups.
Review trace reports and follow up accordingly.
Coordinate delivery time of amenities with In Room Dining, ensuring timely delivery.
Review requests for late checkouts and approve them according to occupancy. Communicate this information to Housekeeping.
Review all out-of-order rooms daily with respective departments to determine most status and estimated date for return to room inventory.
Print report on discrepancy rooms, research discrepancies and enter status accordingly.
Complete rates check nightly.
Maintain awareness of undesirable people on hotel premises and contact Loss Prevention where necessary.
Ensure all closing duties for staff are completed before staff clock out.
Assist in the 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.
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 logbook.
Complete all paperwork and closing duties.
Review status of assignments and any follow-up action with on-coming Supervisor
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