What you will be doing:
Reporting to Director of Rooms, responsibilities and development include but are not limited to the following:
Elevate the guest experience
- Support the daily operation of Guest Relations and build meaningful relationships with guests throughout their stay.
- Coordinate VIP arrivals, special occasions, amenities and personalized touches.
- Anticipate guest needs and find opportunities to turn a great stay into an unforgettable one.
- Handle guest concerns and service recovery with empathy, professionalism and thorough follow-through.
Deliver Fairmont Gold service
- Partner with the Fairmont Gold team on guest recognition, personalized arrivals, lounge service and special requests.
- Learn the expectations of our most loyal and discerning guests, and uphold Fairmont Gold’s elevated service standards.
Lead and drive quality
- Act as Manager on Duty when required, supporting the entire hotel operation.
- Lead Service Excellence meetings and drive follow-up on guest experience priorities.
- Review guest feedback, satisfaction scores and service trends, then prepare and present quality reports with clear recommendations.
- Support guest loyalty initiatives, including ALL – Accor Live Limitless.
- Contribute to special projects that keep raising the bar on the guest experience.
Learn the full operation
- Support Front Desk, Guest Services and Housekeeping to keep Rooms Division running seamlessly.
- Collaborate with Concierge, Royal Service, Food & Beverage, Spa and other departments across the guest journey.
- Take part in Rooms Division meetings and leadership discussions, and build skills in coaching, delegation, decision-making and communication.
- Gain a clear understanding of every leadership role in Rooms Division, building a foundation for your next step.
When you complete the program successfully, placement opportunities with Fairmont Hotels & Resorts and Accor may be available, based on performance, business needs and open positions.