Guest Services Manager

About the role

The successful candidate will represent Fairmont Century Plaza with enthusiasm and pride, providing exceptional service and attention for each guest they encounter. They will work with the Front Office Leadership Team to lead and manage the day-to-day operations and long-term strategic planning of the Guest Services department. They will assist the Director of Front Office in all aspects of the department and ensure service standards are followed.

Responsibilities

• Offer professional, friendly, and engaging service
• 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
• Aid the Director of Front Office in all aspects of the department and ensure service standards are followed
• Head the department for Concierge, Bellman, and Doorman
• Be the Forbes trainer for the Front Office Department
• Manage the operation and make decisions in the absence of senior leadership
• Familiarize themselves with all policies and procedures relating to the Front Desk, Security, Reservations, Guest Services, and Food & Beverage, providing hands-on support as needed
• Ensure that the entire Front Office and the surrounding areas including Lobby, Concierge, Front Desk, and Front Drive are continuously clean and tidy
• Provide managerial support for Front Desk and Guest Services in the daily operational duties for these areas in the absence of the department managers
• Promote a positive work environment for the optimal employee experience in order to create the desired guest experience
• 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
• Manage staffing levels in response to business levels and in accordance with CBA contracts
• Greet, welcome, and farewell guests and colleagues pleasantly and professionally
• Establish and maintain an effective working relationship with co-workers
• Work cohesively with fellow colleagues as part of a team with minimum supervision
• Conduct regularly scheduled departmental meetings and pre-shift briefings
• Balance operational, administrative, and colleague needs
• Identify any training needs of Guest Services Team and create action plans to develop the team’s skills
• Ensure enough supplies of all operational items are in storage
• Assist guests regarding any requests informatively and in a helpful manner
• Resolve guest complaints and concerns with a solution that is tailored to the guests and is solved in a timely manner
• Handle guest concerns effectively and efficiently, including logging and notifying proper areas
• Assist guests with any comments, questions, or concerns during their stay
• Make recommendations for activities and restaurants
• Assist with luggage and transportation inquiries
• Enroll guests to Accor Live Limitless loyalty program and update profiles when applicable
• Liaise with other Departments in regards to special Guest requirements (i.e. Guest Services, Guest Experience, Housekeeping, In Room Dining, and Engineering)
• Be present at the Reception desk whenever possible
• Deal promptly and effectively with any complaints
• Coordinate arrivals and departures, monitor waiting times, always keep guests informed and ensure that they are as comfortable as possible
• Conduct a handover at the end of each shift with relieving staff, informing them of any special requirements or problems
• Be familiar with Hotel’s technology and communication platforms, and utilize to ensure hotel operation and guest satisfaction
• Be familiar with CPZ, all the facilities and services offered
• Be timely, accurate, and courteous during all interaction with guests and colleagues
• Inform security of any unusual disturbances
• Maintain a Safe, Hazard-Free, and Organized work environment
• Complete various assignments as requested by hotel management
• Oversee the daily task performed by the Guest Services Team to ensure accuracy, completion and flow of service
• Assist with guest and employee issues and questions
• Be an inspiration to all hotel staff to achieve luxury levels of performance
• Act as a lead for Guest Services and ensure that guest and employee issues are resolved and the guest is satisfied
• Provide employee motivation and support
• Onboard and train new employees
• 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

Qualifications

• Previous experience in managing Guest Services, Concierge, or Valet Parking
• Experience in 5-star Forbes hotel is required
• Professional presentation and strong interpersonal and problem-solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast-paced environment
• Ability to work cohesively as part of a team
• Ability to focus attention on guest needs, remaining calm, and courteous at all times
• Get along with all kinds of people
• Stand and walk for long periods of time
• Analyze and interpret established policies
• Make business decisions based on production reports and similar facts as well as on your own experience and personal opinions
• Deal with the general public, customers, employees, with tact and courtesy
• Accept full responsibility for managing an activity
• Flexible with schedule - ability to work weekdays, weekends, holidays, evening and overnight shifts
• High school diploma or University degree/College diploma in Hotel Management preferred
• Minimum of two years’ work experience in relevant discipline beneficial
• Minimum of one year’s work experience in a supervisory/management role beneficial
• Minimum of one year’s work experience in a luxury hotel beneficial
• Previous PMS experience required, Opera experience an asset
• Computer literate in Microsoft Window applications required
• Fluent spoken and written English
• Fluency in a second language is an asset
• Sufficient mathematical development to be able to: add, subtract, multiply, and divide all units of measure
• Meticulous attention to detail
• Quick and thorough communication
• Logical and structured thinking, balancing budgetary and guest’s needs
• See the bigger picture and possible repercussions of decisions
• Determine which department could best help the guest
• Calmness when assisting a guest and colleague in emergency situations, and knowing what questions to ask
• Active movements- Ability to walk, stand, kneel and bend for up to 8 hours a day
• Ability to work under pressure and stress
• Ability to work at a fast pace
• Ability to ascend and descend stairs safely
• Lifting 100 lbs. maximum with frequent lifting
• Carrying of objects weighing up to 100 lbs.