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Job Description
MAIN DUTIES AND RESPONSIBILITIES:
Assumes full responsibility of the Guest Services department in the absence of the Guest Service Manager
Fosters a warm and caring service culture while maintaining our Fairmont Service Plus culture
Creates and is dedicated to a positive, team-oriented work environment through open communication, empathy and support
Completes regular quality assurance inspections and coach accordingly
Represents the Guest Services department by attending all relevant meetings, and prepares the relevant reports and follow-up as requested in the absence of the Guest Service Manager
Assists in recruiting new team members and ensures that they are provided with initial and on-going training, mentoring, and support
Consistently has a presence with our colleagues while balancing the administrative needs of the position
Ensures departmental schedules reflect our service commitments, colleague needs and business-productivity commitments
Ensures that our colleagues’ appearance is always reflective of our grooming standards and that they are always in a clean and proper uniform.
Assists in conducting daily shift briefings, ensuring that our colleagues are well informed and prepared to deliver outstanding service
Liaise with Front Office, Fairmont Gold, Royal Service department to ensure seamless experience
Liaises with our Conference Services Department and our group contacts to ensure that all of our groups’ needs are well planned and achieved
Ensures that the department’s equipment is well cared for and properly maintained
Assists in the training of Guest Services colleagues and also prepares them for emergency procedures
Ensures that the driveway traffic is managed effectively
Answers telephone calls using Fairmont Telephone Etiquette
Qualifications
Previous leadership experience in Guest Services required
Proven performance record in leading a department which achieved very high guest service, colleague satisfaction, and financial results
Must have excellent communication skills, both written and verbal
Must be highly organized, energetic and possess the ability to work well under pressure
Must possess excellent management skills: decision-making, leadership, organization, planning and initiative
Must be results-oriented by being motivated and driven to meet objectives
Must have a strong personality in order to be assertive when controlling traffic on the driveway
Must have the ability to manage several tasks simultaneously
Must be physically fit in order to lift and move luggage
Proficient in the English language (verbal & written), second language, such as Arabic is an asset